Page 10 - Finex ITM Implementation Case Study

“In the future, when they close a loan, it could be in their own home, on a tablet using digital
signatures. I’m not sure mortgages will ever close at home because they require wet ink, but

clearly many other transactions could be.

“Our ITM initiative started at the top and trickled down. We wanted to anticipate the most
urgent member questions so the pilot program was extensive but it stayed to the point. From
that focused approach, we are steadily creating a next-generation banking experience for Finex
members with many open-ended possibilities.

You have to keep on-point when it comes to guiding your people through the initial change. I

can’t stress this enough. Members asked questions such as, ‘are employees being fired?’ They
were genuinely concerned. We did a lot of digital communications via FB, email blasts, etc.,
including geo-targeted communications based on a specific branch, to let people know we were
opening ITMs. At ShopRite in Manchester we had their support in this, which helped a lot.”

How ITMs Can Save You Money

Reduce FTEs (eliminate tellers) while keeping all staff employed at the organization

Single call center employee services multiple branches

Reduces capital expenditures for new builds

Allows staff to focus on higher-value customer service

Branch footprint reduced from 2,500 sq. ft. to less than 1,200 sq. ft.

Staff requirement reduced from 4-6 to 2-3.

New construction costs reduced by 20-45%.

Can build 2-3 of the smaller branches for the same cost as one traditional.

Enhances local awareness and functions as a “marketing billboard”.