Client Overview
Credit Union of New Jersey is a full-service financial institution serving members across the state. Facing growing service demands, the credit union set out to modernize its communication systems and improve reliability.
The Challenge
The credit union experienced four service outages in just four months, leaving members without support and putting pressure on internal teams. With no digital messaging tools and support split across multiple platforms, staff were slowed down by inefficiencies and limited visibility.
Branch employees had to juggle systems to answer calls, often without the tools needed to provide quick resolutions. It was clear the credit union needed a more unified, scalable solution.
LinkLive Resolution
Credit Union of New Jersey transitioned to LinkLive, an all-in-one communication platform that unified voice and digital messaging across departments—from loan officers to tellers. The move eliminated the need for multiple systems and gave staff secure, real-time tools to support members more efficiently.
With LinkLive, employees could collaborate seamlessly, respond faster, and engage members through secure chat and voice—whether working remotely or in-branch.
Result
Improved FCR
The credit union saw a 24% increase in inquiries resolved on the first attempt.
Centralized Access
Staff across all departments now work within one consistent system.
Happier Agents
Employees report greater confidence and satisfaction in their day-to-day work.