Real-World Case Studies and Customer Success Stories with Engageware

Bank of Oak Ridge used Engageware’s Customer Self-Service to help employees focus on important tasks. The bank wanted to increase... efficiency. Engageware’s solution let customers find answers on their own. This reduced the number of routine questions for staff. Employees could spend more time on complex customer needs.
Show More..

Engageware’s Customer Self-Service helped Bank of Oak Ridge cut daily call volume by over 20%. The bank reduced its account... maintenance backlog by more than 66%. Employees saw a 64% drop in technology-related questions. Customers now get answers online, even after hours. Staff can focus on building client relationships and revenue-driving work.
Show More..

Engageware's Banking By Appointment helped Logix Federal Credit Union automate appointment scheduling. Before, members waited up to 24 hours for... confirmation and often couldn't get their preferred time. Now, 150,000 members book over 5,600 appointments monthly across 15 branches. The solution integrates with Microsoft Outlook, gives instant confirmations, and reduces costs. Logix increased new accounts and loans while improving service for its growing member base.
Show More..

Engageware Customer Self-Service helped Staley Credit Union deliver 24/7 digital support to members. The solution was implemented in less than... 30 days, faster than expected. Engageware provided ready-to-use content, making setup easy for the team. Staley Credit Union praised the seamless process and responsive service. The product improved member experience and met all promises made by Engageware.
Show More..

Engageware’s Employee Knowledge Management helped Institution for Savings answer 500 to 1,000 employee questions daily. The bank improved training procedures... and made it easier to update vital documents. Employees now get instant, accurate answers, reducing calls and emails. Onboarding is faster, and subject matter experts can update information quickly. The solution boosted internal efficiency and productivity for this large mutual bank.
Show More..

Engageware Banking Chatbot helped Franklin Mint Federal Credit Union serve 120,000 members with interactive self-service. The chatbot deflected hundreds of... calls daily, reducing pressure on the service center. Implementation was fast, taking about a week with just one line of code. Members found answers quickly, boosting engagement and content views. The solution improved member support and doubled views on top content pages.
Show More..

Engageware Employee Knowledge Management helped Jefferson Financial Federal Credit Union replace SharePoint for procedure management. The credit union launched the... new platform in just 60 days, improving access to up-to-date procedures for 105 frontline staff. Features like automated review cycles and usage analytics made it easier to manage compliance and training. Staff now find answers faster, boosting member service and saving time. Ongoing support from Engageware ensured a smooth rollout and strong adoption.
Show More..

Engageware Employee Knowledge Management helps Marine Federal Credit Union keep policies and procedures up to date. The platform lets staff... set review dates, collect user feedback, and use reports to track popular content. Employees can publish and unpublish content for promotions, saving time and reducing errors. Marine FCU values Engageware's fast support and content upload service. This solution improves employee training and member service quality.
Show More..

Engageware helped Sharonview Federal Credit Union answer 1,000 questions per day with a central knowledge base. Employees found policy and... procedure information faster, reducing exceptions and boosting accountability. The credit union adopted a single source of truth across all departments. Staff engagement increased through creative campaigns and feedback rewards. Exception reports dropped, and a culture of ownership grew.
Show More..

Engageware helped Regions Bank boost customer engagement with intelligent online appointment scheduling. The bank saw a 30% annual increase in... appointments booked after using Engageware. Customers can now book meetings online, by phone, or in-branch using QR codes, reducing wait times and improving satisfaction. Employees benefit from better time management and preparation for each customer. During a hurricane crisis, Engageware enabled fast, remote appointment setup for safe deposit access, showing strong support and flexibility.
Show More..

Engageware Employee Knowledge Management helped Arizona Financial Credit Union boost employee satisfaction to 95%. Employees found information 96% faster and... 98% now use the platform first for answers. The credit union solved slow intranet access and reduced reliance on key staff. Engageware streamlined content, improved training, and increased morale. The solution answers 18,000 staff questions monthly, supporting core system changes.
Show More..

Engageware Appointment Scheduling helped Lake Michigan Credit Union handle busy branches and long waits. LMCU used Engageware to let members... book over 2,300 appointments themselves. This led to $2.6 million in new member loan volume and $15.2 million in total loan volume. Staff managed appointments better, reduced wait times, and improved member satisfaction. Centralized scheduling broke down silos and made service faster and easier.
Show More..

Engageware helped Logix Federal Credit Union serve members better. The solution improved service quality. Logix opened more new accounts and... loans. Members got faster, higher-level support. The credit union met more member needs. Engageware made banking by appointment easier for Logix.
Show More..

Arizona Financial Credit Union struggled with slow employee access to information. Their old intranet made it hard for staff to... help members quickly. This led to longer hold times for members needing support. Engageware provided a new solution that improved information access. As a result, employee satisfaction reached 95%. Members now get help faster and staff are happier at work.
Show More..

South Carolina Federal Credit Union wanted to improve member experience. They needed an easier way for members to schedule appointments.... Engageware helped them offer a "we've been expecting you" service. This made it simple for members to book time and feel welcomed. The solution focused on convenience and personal service.
Show More..

Engageware helped Staley Credit Union launch digital support for its members in under 30 days. The solution made it easy... for members to get help online. Fast implementation improved member access to support. Staley Credit Union now delivers digital service right to members’ fingertips. The project shows how quick deployment can boost customer experience in banking.
Show More..

Franklin Mint Federal Credit Union used Engageware to add interactive self-service for 120,000 members. The solution works across all digital... channels. Members can now get help anytime online. This improved access to information and support. The credit union made banking easier for its members.
Show More..

Lake Michigan Credit Union used Engageware to improve service for nearly half a million members. The credit union faced busy... branches and long wait times. Engageware helped LMCU manage high member volume and deliver better experiences. LMCU is now rated among the highest in the nation for Return of Member. Members benefit from higher savings rates and lower borrowing rates. The solution supports efficient branch operations and member satisfaction.
Show More..

OneAZ Credit Union used Engageware Lobby Management and Appointment Scheduling to improve in-branch service. They increased digital scheduling adoption and... shifted more member interactions to scheduled appointments. This reduced average wait times and improved branch flow. Staff efficiency also increased. The solution gave better visibility for staff and a smoother experience for members.
Show More..

Sharonview Federal Credit Union used Engageware to reduce exceptions in their processes. The solution helped increase employee accountability. The credit... union improved operational consistency. Staff could follow procedures more easily. This led to better results for the organization.
Show More..

Engageware helped Regions Bank improve customer service with intelligent online appointment scheduling. Customers can now book appointments online, by phone,... or in-branch using QR codes. This reduced wait times and allowed bankers to prepare for each meeting. Since using Engageware, Regions Bank saw a 30% annual increase in appointments booked. Customer feedback has been very positive, with more flexibility and better service reported.
Show More..

Engageware helped Lowell Five Bank use digital scheduling to boost revenue by 123%. The bank adopted Engageware's appointment management tools.... This made it easier for customers to book meetings. The solution turned online clicks into revenue-generating appointments. Lowell Five Bank saw strong business growth from this change.
Show More..

Engageware Lobby Management and Appointment Scheduling helped OneAZ Credit Union improve in-branch experiences. The credit union increased digital scheduling adoption... and shifted more interactions to scheduled appointments. They reduced average wait times for members. Branch flow and staff efficiency improved. These changes drove growth and reduced friction for both staff and members.
Show More..

Jefferson Financial Federal Credit Union faced a procedure management challenge. They used Engageware's Employee Knowledge Management solution. This helped them... organize and manage their procedures better. The solution made it easier for employees to find information. Jefferson FCU improved their internal knowledge sharing. This led to smoother operations for the credit union.
Show More..

Engageware helped UMassFive College Federal Credit Union increase knowledge management adoption by 170%. 75% of employees reported better performance after... using the new system. The credit union used Engageware's employee knowledge management solution. The results show strong employee engagement and improved productivity. UMassFive saw measurable gains from the platform.
Show More..

Engageware helped United Heritage Credit Union save 10 months of manual training time. The credit union used Engageware's knowledge management... solution. This streamlined employee access to information. Staff could find answers faster. Training became easier and more efficient. The result was significant time savings for the organization.
Show More..

Institution For Savings used Engageware’s Employee Knowledge Management to improve training. The bank wanted better training procedures for staff. Engageware... helped them make training easier and faster. Internal processes became more efficient. Staff could find answers quickly. This led to smoother operations at the bank.
Show More..

Engageware helped iTHINK Financial centralize its knowledge base. This made it easier for staff to find information fast. The new... system improved efficiency across the credit union. It also supported innovation by making knowledge sharing simple. iTHINK Financial saw better results from having all information in one place.
Show More..

Customer Self-Service from Engageware helped American 1 Credit Union support members during COVID-19 branch closures. The credit union used chatbots,... guided tutorials, and contextual FAQs to give members fast answers online. Members could get help 24/7 through the website and mobile app. This made it easier for members to do banking tasks on their own. The solution also helped staff focus on more complex questions.
Show More..

Engageware Employee Knowledge Management helps Marine Federal Credit Union serve nearly 100,000 members across three states. The platform gives staff... one place to find policies, procedures, and product information. Employees can set review dates for content, collect feedback, and use reports to track what information is most used. The solution makes it easy to update, publish, and unpublish content. Staff feel more confident and productive with quick access to accurate information.
Show More..

Banco Comafi used Engageware’s virtual assistant to improve customer service. The bank aimed to elevate digital excellence for its clients.... Engageware helped Banco Comafi deliver faster answers and better support. The solution focused on appointment scheduling and a centralized knowledgebase. This led to more efficient customer interactions and improved digital banking experiences.
Show More..

Engageware helped OnPoint Community Credit Union improve employee productivity. They used AI-powered knowledge management. The solution made it easier for... staff to find information. This led to better service for members. The credit union evolved its operations with new technology.
Show More..

Engageware helped UMassFive College Federal Credit Union increase knowledge management adoption by 170%. 75% of employees reported better performance after... using the solution. The credit union improved employee engagement and knowledge sharing. Engageware's platform supported measurable gains in productivity. The case highlights success in the banking sector with knowledge management tools.
Show More..

Engageware helped Lowell Five Bank use digital scheduling to boost revenue by 123%. The bank wanted to improve appointment management... and customer experience. Engageware's solution made it easier for customers to schedule meetings. This led to strong revenue growth and better service. The bank saw clear results from using Engageware's digital tools.
Show More..

Engageware gave 3Rivers Federal Credit Union an easy appointment scheduling system. The tool works with their digital platforms. This helped... 3Rivers improve how they connect with members. The process is now more seamless and intuitive. Member engagement grew with this solution.
Show More..

Engageware's Virtual Assistant helped Pensiones Banorte boost WhatsApp sessions by 300% and automate 100% of credit applications. The bank now... handles 43% of monthly services through the virtual assistant, achieving an 80% customer satisfaction rate. Retirees can manage pensions and apply for credits easily via WhatsApp. Voice authentication ensures secure, personalized service. These changes led to a 46% rise in digital interactions and a 20% increase in call-to-action activations.
Show More..

Engageware's Employee Knowledge Management helped United Heritage Credit Union cut internal search time from 13 seconds to 1 second. Over eight months,... employees performed 91,247 searches, saving 304 hours and 10 months of manual training time. The platform improved onboarding, collaboration, and member service across branches and contact centers. United Heritage saw faster access to information, streamlined training, and a more efficient knowledge management program.
Show More..

Engageware's AI-driven virtual assistant, Sofia, helped Banco Comafi achieve 100,000 monthly conversations and a 98% resolution rate. The bank integrated... Sofia with WhatsApp, enabling 34 banking transactions and full self-management for customers. Studio, Engageware's low-code tool, allowed custom integrations and automation, including cardless ATM withdrawals. In 2023, Banco Comafi sent 1.5 million WhatsApp messages with Engage, achieving a 93% ROI in two months. Sofia became the main customer service channel, reducing calls and emails while boosting digital engagement.
Show More..

Engageware helped iTHINK Financial, a credit union with over 100,000 members, centralize knowledge and improve efficiency. The platform unified support... content, enabled omnichannel member service, and streamlined appointment scheduling and kiosk integration. iTHINK Financial saw reduced call volumes and more self-service, enhancing both member and employee experiences. The credit union plans to expand with Engageware's AI-powered Virtual Assistant for even better service.
Show More..

CEMEX automated customer service across six countries using Engageware. The company achieved a 97% resolution rate for customer inquiries. This... improved customer support and reduced manual workload. CEMEX is a global leader in building materials. The solution helped streamline service operations.
Show More..

Engageware helped OnPoint Community Credit Union improve employee productivity. They used AI-powered knowledge management. The solution made it easier for... staff to find and use information. This led to better service for members. The credit union evolved its operations with smarter tools. The story highlights the impact of AI on daily work.
Show More..

Engageware’s AI-powered virtual assistant, Olivia, helped CEMEX automate 45,000 customer queries with a 97% resolution rate. CEMEX used Olivia for... omnichannel customer support, real-time order tracking, and multilingual service across six countries. The solution integrated with WhatsApp and CRM systems, streamlining communication and reducing manual workload. Customers now get 24/7 self-service support, improving engagement and response times.
Show More..

Engageware helped CEMEX automate customer service across six countries. The solution achieved a 97% resolution rate for customer inquiries. CEMEX... is a global leader in building materials. The automation improved efficiency and customer satisfaction. Engageware's platform supports large-scale customer service operations.
Show More..

Engageware helped South Carolina Federal Credit Union improve member experience by enabling easy appointment scheduling. Members now book meetings with... the right representative at the right time, reducing wait times and call center volume. Net Promoter Scores stabilized, showing consistent high service levels. Employees embraced the new system, finding it streamlined their work. The credit union plans to expand with Engageware’s Events & Classes and Reserve with Google features.
Show More..

Engageware helped Pensiones Banorte improve customer service. The company saw a 300% increase in customer queries handled through WhatsApp and... a virtual assistant. This digital solution made it easier for customers to get answers. Pensiones Banorte used Engageware to support more people quickly. The result was faster and more efficient customer support.
Show More..

Engageware's AI-Enhanced Employee Knowledge Management Platform helped OnPoint Community Credit Union cut employee search effort by 33%. AI-powered search led... to 100% employee satisfaction and 71% first result resolution. Employees now find answers faster, with 75% of searches generating instant AI responses. The solution improved productivity, reduced portal interactions, and made information access seamless for over 1,400 staff. OnPoint saw a 36% increase in total searches and a 51% rise in search refinements.
Show More..

Engageware's AI-powered virtual assistant helped a regional bank boost resolution rates to 85%. The bank saw a 72% increase in... digital service usage within a year. 90% of customer interactions are now handled by the virtual assistant. NPS score rose by 24%. The solution enabled secure transactions and reduced agent workload, making digital channels the leading customer service platform.
Show More..

Engageware helped Mercantil Seguros improve digital transactions. The company used an AI assistant to handle customer service. The AI assistant... resolved 97% of customer requests. This led to faster and more efficient service. Mercantil Seguros optimized their digital process with Engageware's solution.
Show More..

Engageware's AI assistant helped Mercantil Seguros resolve 97% of digital transactions. The company improved customer service using artificial intelligence. The... solution optimized digital processes for faster support. Mercantil Seguros now delivers better customer experiences with automation. The insurance provider uses Engageware to handle more requests online.
Show More..

ADT uses Engageware to handle customer service across many channels. With Engageware, ADT solves 97% of customer questions. This helps... ADT give fast answers to customers. The solution supports omnichannel service. ADT improves customer satisfaction with this approach.
Show More..

Engageware's AI virtual assistant Olivia helped ADT resolve 97% of customer inquiries. ADT faced limited service hours and could only... handle a few inquiries at once. With Olivia, ADT now manages over 7,000 monthly interactions, up from 300. Customers get 24/7 support with no wait times. Olivia automates support tickets and handles billing, technical, and sales questions. This boosted customer engagement and improved the omnichannel experience.
Show More..

Engageware helped NetUno improve customer service. NetUno used Engageware to automate support and sales. The solution delivered a 90% resolution... rate. NetUno also cut call center volume by half. This made customer support faster and more efficient.
Show More..

Engageware's AI-powered virtual assistant helped a regional bank improve customer service. The bank replaced its old chatbot to fix low... resolution rates and high agent workloads. With Engageware, 90% of customer interactions are now handled by the virtual assistant. Digital service usage grew by 72% in one year. The bank saw a 24% increase in NPS score and now processes over 40,000 banking transactions monthly. Only 15% of inquiries need human help, freeing staff for other tasks.
Show More..

Engageware helped 3 Rivers Federal Credit Union improve member engagement. The credit union used Engageware's appointment scheduling system. The system... works with their digital platforms. This made scheduling easy and seamless for members. The solution aimed to drive member value and growth.
Show More..

Engageware helped NetUno reach a 90% resolution rate. NetUno also cut call center volume by half. The solution improved customer... service efficiency. Engageware's platform enabled faster problem solving. NetUno saw big gains in support operations.
Show More..