Together Credit Union Found One Source of Truth. Everything Else Followed.

Tom Kraus has seen enough technology rollouts to know how they usually go. You pick a tool, you flip a switch, and six months later half your team has worked around it. When Together Credit Union began a full contact center conversion, Kraus, the credit union's Chief Experience Officer, was determined to do it differently.

That meant finding a partner, not just a platform but one that could grow with them across every channel, every team, and every member interaction.

The Real Problem Wasn't the Technology

When Together Credit Union began a full contact center conversion, Chief Experience Officer Tom Kraus saw a problem that no single tool was going to fix.

A member could walk into a branch, get an answer, call the contact center, and hear something different. Chat through the website, another variation. Not because anyone was wrong. Because there was no single source of truth that every channel, human or automated, could draw from at the same time.

"There's nothing more frustrating than if you go into one location and get an answer, and then you call into our contact center and get a different answer," Kraus said.

The fix wasn't just better training or tighter processes. It required a platform where Voice, the Digital Assistant, and every live agent were all pulling from the same knowledge base, so no matter how a member reached Together CU, they got the same answer. Every time. And when something changed, it updated once and propagated everywhere, instantly.

That's exactly what Posh built. And it's why Together CU chose them.

A Partner Built for What's Next

Together CU didn't go looking for a point solution. They wanted a partner operating at the leading edge of AI, one that could expand with them as their needs evolved. After a broad search, Posh stood out.

"As we narrowed down the search, Posh was a clear partner to leverage," Kraus said. "We wanted a partner beyond just the contact center."

One Platform, Three Ways It Shows Up

Voice: Handling Volume Without Sacrificing Experience

Heather, Together CU's Posh-powered voice agent, now contains 66% of total inbound calls, meaning the majority of member inquiries are resolved without ever reaching a live agent, a 12-point lift from where they started. After-hours escalations to their third-party contact center dropped 14%.Members who need more get a seamless handoff to a person. It's the complement of technology and human touch that Together CU was after, and it's kept their member experience scores strong: member satisfaction has held above 94% throughout the rollout and into 2025, and average wait times dropped 10%.

Knowledge Assistant: Confidence for Every Agent, on Every Call

Together CU named their Knowledge Assistant Kai. Before Kai went anywhere near live interactions, the team made sure their staff was ready. The rollout was phased and deliberate, internal buy-in came first.

The payoff: agents now have a single, always-accurate resource in the moment. One version of the truth, available instantly, across every channel. 

"The biggest benefit that Knowledge Assistant has brought is that level of confidence," Kraus said. "They know now that they have something in front of them that they can go to, a resource in the moment to solve the member's question."

Digital Assistant: Members Served After Hours, Without a Queue

With Posh's Digital Agent running alongside Voice and Knowledge Assistant, Together CU extended their service capacity well beyond business hours. Members can self-service routine transactions on their own time. When the team comes in the next morning, they're not buried in a backlog of after-hours inquiries.

"When our team wasn't available, we needed a good resource behind it," Kraus said. "Having accurate, centralized information allows us to serve our members better after hours."

What's Coming

Together CU is already planning their next moves. CD renewals, historically a manual, time-intensive outreach effort, are a prime candidate for automation through Posh Outreach. Member onboarding for indirect channels is another.

"Posh continues to evolve," Kraus said. "They're looking at next applications, and the fact that we have a partner constantly looking at that is a real benefit."

The Advice

Don't start with the product. Start with the problem.

"Know what problem you're trying to solve. Be willing to engage with leadership, here's what we're trying to solve, let them help you be successful. Posh is so good at knowing the issue and helping us get there."