# How BrightBridge Credit Union uses Balto

**75%**: “Balto “reduced time spent on silent monitoring and scoring by over 75%.””

As published on [balto.ai](https://www.balto.ai/case-study/brightbridges-playbook-for-consistently-outstanding-member-experience/), September 2025. Captured by usedby on 2026-10-07.

- Company: [BrightBridge Credit Union](https://www.usedby.ai/companies/brightbridge-credit-union.md)
- Tool: [Balto](https://www.usedby.ai/tools/balto.md)
- Teams: Member Support

## What the story says

BrightBridge Credit Union uses Balto in its member support contact center for real-time agent guidance and next steps during calls. It also uses Balto for searchable QA, targeted coaching, and onboarding of new hires.

Summary written by usedby from the source page, in English. The figures are those of Balto and BrightBridge Credit Union, not ours.

> Duarte reports Balto “reduced time spent on silent monitoring and scoring by over 75%.”

> The onboarding process has been significantly smoother
>
> Zobeida Duarte, VP of Member Support

## What usedby checked

We compared the story with its live page on 2026-10-07.

- Checked: the figure 75% is printed word for word on the page, near the name of BrightBridge Credit Union.
- Checked: the passage quoted above is copied word for word from the page, near the name of BrightBridge Credit Union.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: BrightBridge Credit Union uses Balto. Confirmed line. Latest check across sources: 2026-10-07.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/brightbridge-credit-union-balto · How we check: https://www.usedby.ai/methodology