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.
