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How Maple Federal Credit Union uses AI to elevate member service
Region
Americas
Company size
1–19
Industry
Financial Services
Products used
KEY METRICS
90%
Reduction in hold times
1.5 hours
Saved daily per agent
50%
Cost savings on monthly communications
Overview
Maple Federal Credit Union faced severe operational imbalances and fragmented communications following a recent expansion. By transitioning to a unified cloud platform featuring RingCentral AI Receptionist (AIR), the organization balanced workloads between branches. This AIR automated call answering, reducing call wait times by 90%, cutting overhead costs, and allowing staff to refocus on high-value, face-to-face member service and faster loan processing.
Parked calls have gone down from upwards of two to three minutes to being answered in seconds now.
Tara Breaux
,
Vice President of Operations
About our customer
Maple Federal Credit Union, based in Louisiana, has served as a financial cornerstone for over 9,000 municipal employees, healthcare workers, and local families for seven decades. The institution pairs high-tech digital tools with the high-touch empathy of certified financial counselors to provide personalized guidance that traditional banks struggle to replicate.
The challenge: Fractured infrastructure, frustrated members
Following a recent merger, Maple Federal Credit Union struggled with an infrastructure that left the organization fractured between two different legacy phone systems that could not communicate. This technical divide between locations created a staggering operational imbalance. While one branch was bombarded with inbound calls, a second location just 30 minutes away sat underutilized, unable to bridge the gap. Members were often met with frustrating recorded messages and tedious "Press 1" menus that failed to effectively bridge the two locations, leading to call hold times that stretched up to three minutes.
- Disconnected Infrastructure: Legacy systems prevented staff from easily transferring calls between branches.
- Operational Strain: System limitations caused one branch to be chronically overwhelmed with 95% of the calls while the other remained idle.
- Eroding Member Experience: High call volumes and manual routing led to long wait times and constant interruptions that distracted staff from in-person service.
The solution and ROI: Breaking down regional divides with cloud intelligence
To solve the challenge of disparate phone environments and regional operational divides, Maple Federal Credit Union partnered with Clarus Communications, LLC to deploy a unified cloud platform. By replacing manual friction with predictive automation, they modernize the experience and recapture lost productivity.
- RingEX unifies branch locations onto a single platform to balance operational workloads and slash monthly overhead by 50% through the elimination of legacy phone providers
- AIR resolves 8% of total call volume via 24/7 self-service for routine inquiries, reclaiming 1.5 hours of daily capacity for every staff member
- AIR slashes call hold times by 90%, ensuring members receive immediate attention.
What’s next for Maple Federal Credit Union
The implementation of AIR has restored the team’s focus, allowing for faster loan processing and more dedicated service for members visiting the branch. The organization continues to refine its AI protocols to ensure that every digital interaction maintains the high standards of their community-focused mission. Maple Federal Credit Union has proven that bridging the gap between legacy limitations and modern innovation strengthens its tradition of member-centric service.
To learn more about our customer, visit Maple Federal Credit Union.
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