# Credit union grows loans 2.5x with banking AI in the call center

Heritage Federal Credit Union in Newburgh, Indiana, 16 branches and 65,000 members, used Glia. 2.5x Increase in YOY loans, now at 151%+ of annual target, with 25% less staff. That adds up to a 2.5x increase in loan growth after switching to Glia. Heritage achieved its 2.5x increase in loan growth despite a 25% reduction in its loan team due to attrition. For three years prior to Glia, Heritage hit around 75% of its annual virtual lending goals. In the first year of switching to Glia, Heritage shattered its virtual lending target with 122% of its annual goal and expects to exceed 160% of that goal this year. Heidi fully resolves 45% of interactions without agents.

Category: Speed to lead
Industry: Banks and credit unions
Difficulty: advanced
Updated: Oct 30, 2026
URL: https://revstackai.co/use-cases/credit-union-grows-loans-2-5x-with-banking-ai-in-the-call-center

## Problem

Agents were buried in routine calls, so there was no time to help members with loans.

## How to do this

1. Glia (no public price, talk to sales)
2. Your call center
3. A loan goal you can track

## Verdict

Routine calls get answered, and the smaller loan team has time to talk with members.

## Tools

- [Glia](https://www.glia.com/): Answers routine calls and coaches the agent on the rest


## Result

2.5x Increase in YOY loans, now at 151%+ of annual target, with 25% less staff. That adds up to a 2.5x increase in loan growth after switching to Glia. Heritage achieved its 2.5x increase in loan growth despite a 25% reduction in its loan team due to attrition. For three years prior to Glia, Heritage hit around 75% of its annual virtual lending goals. In the first year of switching to Glia, Heritage shattered its virtual lending target with 122% of its annual goal and expects to exceed 160% of that goal this year. Heidi fully resolves 45% of interactions without agents. "Rather than reducing staff, we've expanded our team's capabilities."

Vendor source. Reported by [Adam Goetzke, Director of Customer Experience, Heritage Federal Credit Union (Glia)](https://www.glia.com/case-study/heritage-fcu).

## Before you start

- Glia (no public price, talk to sales)
- Your call center
- A loan goal you can track