Objective
Enhance member experience by unifying CRM and contact center systems to improve service efficiency, enable personalized interactions, and increase customer satisfaction and loyalty through AI-powered CX transformation.

Introduction
Langley Federal Credit Union is a member-owned, not-for-profit financial institution dedicated to helping individuals save, borrow, and manage their finances effectively. The organization is deeply committed to building trust and delivering personalized financial support to its members.
To further strengthen its service quality, Langley implemented CX Cloud from Genesys and Salesforce to unify its customer experience ecosystem. This transformation aimed to improve response times, enhance personalization, and empower representatives with real-time insights for better decision-making.
By integrating CRM and contact center operations into a single platform, Langley moved toward a more seamless, efficient, and intelligent member experience.

Challenges

Before implementing CX Cloud, Langley Federal Credit Union faced several operational and customer experience challenges:

• Difficulty in delivering highly personalized member interactions
• Fragmented systems leading to inefficient workflows
• Lack of seamless access to member information during live interactions
• Representatives switching between multiple platforms for call handling and CRM data
• Limited real-time insights for decision-making
• Need to improve service speed and interaction quality

Our Strategy
To address these challenges, a unified CX transformation strategy was implemented:

Unified CX Platform

• Integrated Genesys Cloud with Salesforce CRM into a single system
• Eliminated system switching for agents to improve efficiency

AI-Powered Customer Insights

• Real-time call transcription for live support
• Salesforce Einstein AI for summaries and insights
• Instant customer context for representatives

WorkFlow Optimization

• Streamlined interaction handling processes
• Improved inter-department handoffs
• Reduced operational complexity

Workforce Optimization 

• Data-driven staffing and forecasting
• Improved workforce management accuracy
• Increased agent productivity

Results
After implementation, Langley Federal Credit Union achieved:

Faster Response Times 
Improved speed of customer issue resolution and reduced waiting time.

More Personalized Service 
AI-driven insights enabled tailored recommendations for members.

Increased Net Promoter Score (NPS)
Significant improvement in customer satisfaction and loyalty.

Improved Operational Efficiency
Single-platform view increased agent productivity and reduced effort.

Enhanced Employee Experience 
Reduced system switching improved confidence and reduced stress.

Better Decision Making
Real-time analytics improved operational planning and service quality.

Conclusion
By implementing CX Cloud from Genesys and Salesforce, Langley Federal Credit Union successfully transformed its customer experience into a unified, intelligent, and efficient system.
The organization improved response times, enhanced personalization, and empowered its teams with real-time insights, resulting in stronger member engagement and increased satisfaction.