Glia and MeridianLink® partner to improve loan origination with digital customer service
Communications and collaboration platform enables financial institutions to help customers on-demand in the digital channel, increasing efficiencies and enhancing borrower experience
NEW YORK, NY (August 27, 2020) — Glia, a leading provider of Digital Customer Service, today announced that it has joined forces with MeridianLink, a developer of multi-channel account opening and loan origination platforms, to bring Digital Customer Service to MeridianLink’s bank and credit union clients.
By incorporating Glia’s modern communications and collaboration platform into the loan origination process, customers can communicate with their institutions through their channel of choice, whether that’s voice, messaging, video, or a combination of all three. Lenders can leverage advanced CoBrowsing to view customers’ screens and solve problems in real time, often arming borrowers with the knowledge necessary to resolve roadblocks themselves in the future. The partnership will allow MeridianLink’s bank and credit union clients to reduce friction, increase efficiencies and ultimately close more loans.
“We have digitized the loan origination process to make it easier for borrowers to complete themselves, but some will still have questions or need assistance,” said Daniel Johnson, director of branch operations for NASA Federal Credit Union. “Setting it apart from providers we’ve previously worked with, Glia’s platform allows us to bring the human touch into the digital domain and seamlessly transition between channels, resulting in a better overall member experience. Plus, because our representatives can see exactly what the member sees and where they are in the process through CoBrowsing capabilities, we are saving time and making member service more efficient.”
Partnering with Glia will enable MeridianLink’s financial institutions to provide a smoother, more convenient lending experience, eliminating the need for borrowers to waste time authenticating who they are and what their problem is. This practice will improve efficiency for the borrower and the financial institution, while simultaneously allowing the institution to foster a strong, personal customer experience.
“The need to digitally transform financial services, including how banks and credit unions approach customer service, has become increasingly apparent this year,” said Dan Michaeli, co-founder and CEO of Glia. “Our technology provides customers with a level of continuity and choice that has not previously been available, leading to easier, more natural interactions between borrower and representative. Plus, call times are reduced, and representatives are empowered to help multiple borrowers at once. We are excited about partnering with MeridianLink—together, we are helping banks and credit unions lower costs, strengthen loyalty and carve out a strong competitive edge.”
About Glia
Glia is the leader and pioneer of Unified Interaction Management—redefining how companies interact with their customers. The Glia Interaction Platform unifies voice, digital customer service, and AI with a unique ChannelLess™ architecture that eliminates data silos, dropped context, and frustration for customers and representatives. With Glia, companies can easily shift volume between channels, and customer connections can evolve naturally. Glia helps its customers harness the power of customer interactions to drive efficiency, loyalty, and revenue.
Glia has partnered with over 500 insurance companies, banks, credit unions, and other financial institutions worldwide to improve the customer experience and drive business results. Named a Deloitte Technology Fast 500™ company for a third year in a row and a Great Place to Work (with a 97% employee satisfaction rating), the company has raised over $150 million in funding from top investors and was recently valued at over $1 Billion. Learn more at glia.com.
About MeridianLink
MeridianLink, Inc., developer of the industry’s first multi-channel account opening and loan origination platform, is a leading provider of enterprise business solutions for financial service organizations. The company’s passion for excellence is reflected in its browser-based credit reporting, lending and new account opening/deposit technologies, which all enjoy solid reputations as being cutting edge, reliable and affordable. Based in Costa Mesa, California, MeridianLink is committed to creating smart solutions that deliver real value. For more information, visit https://www.meridianlink.com/.
