CASE STUDY
How CU Member Surveys Drive ITM Rollout
Where They Were
This multi-billion dollar credit union in the southeast is constantly looking for ways to deliver a better member experience. Based on research and market insight, they decided to add Interactive Teller Machines (ITMs) to their Branch Transformation efforts. Their objectives were to effectively deploy, introduce and educate the member base on the value and convenience of this new delivery channel.
Challenges
How to guarantee the success of the rollout and the positive impact on the member experience — that was the challenge. They wanted to ensure that members were aware of, educated on and excited about this new way of conducting business.
The Solution
The credit union collaborated with Support EXP to collect direct member feedback right from the beginning of the rollout. In working together with Support EXP experts, the CU quickly recognized that without a significant change in their ITM onboarding process, the deployment and more specifically member acceptance were headed for disaster. Based on member input, they re-engineered their onboarding process to include a Member Concierge assigned to assist and help guide members through an ITM experience.
The Results
Based on direct Member Feedback to inform their ITM Deployment Strategy, the CU…
- Not only met but exceeded their goals in deploying ITMs
- Now leverages this new delivery channel ensuring a first-class Member Experience
- Successfully rolled out over 60 ITMs throughout their branch network.
Results for You !
We can help you achieve the same incredible results as this client.