BCU is a member-focused, not-for-profit credit union serving more than 360,000 members and managing over $6 billion in assets. Operating within a Salesforce-powered service environment, BCU is committed to delivering fast, easy, and secure banking experiences alongside exceptional member service.
At BCU, the team understands that when systems don’t work together, the member experience suffers. Their previous cobrowsing solution had a clunky Salesforce integration, forcing representatives to switch between multiple systems to start sessions and access reporting.
These extra steps created inefficiencies for agents, resulting in longer wait times and slower issue resolution for members.
For members navigating digital banking, even small delays can be frustrating. Tasks like locating documents, resolving errors, or completing online actions often required lengthy explanations over the phone, making the process time-consuming and difficult.
BCU recognized that inefficiencies experienced by frontline staff directly impacted members. To improve the experience, they needed a solution that would integrate seamlessly into Salesforce, reduce friction for agents, and provide faster, clearer support.
BCU implemented Glance Cobrowse directly within Salesforce, allowing representatives to launch sessions from a single interface without switching systems.
With Glance, agents can instantly see when a logged-in member is on the site and start a cobrowsing session with one click. This enables agents and members to get on the same page immediately and resolve issues faster.
As Dane Pellegrini, Senior Product Manager at BCU, explains:
“Glance stood out as a best-in-class solution. It was easy to implement within Salesforce, required very little overhead, and most importantly, allows members to show us what they’re experiencing instead of trying to explain it.”
All interactions in one place
With Glance fully integrated into Salesforce, BCU eliminated the need for agents to switch between systems. This reduced delays and allowed agents to move from conversation to cobrowsing session in seconds.
Increased adoption
Because the solution is intuitive and easy to use, adoption among frontline staff increased. Higher adoption means more members receive help through cobrowse, leading to faster issue resolution and a better overall experience.
Speed and relief for members
When members can show agents exactly what they’re seeing, issues are resolved faster and with less frustration. This is especially important in digital banking, where reassurance and accuracy are critical.
BCU reports that members feel a sense of relief when agents can guide them visually rather than relying on verbal explanations alone.
Improved agent experience
By eliminating “swivel chair” inefficiencies and consolidating tools into Salesforce, Glance has made the process more intuitive and less stressful for agents. This allows them to focus on helping members instead of managing multiple systems.
BCU continues to expand its use of Glance across additional platforms, including its new member application system, extending the same seamless support experience throughout the member journey.
By embedding Glance directly into its digital banking experience, BCU ensures members can access fast, clear, and supportive help whenever they need it—reinforcing its mission to put members first and deliver best-in-class service.