Page 3 - Finex ITM Implementation Case Study

Case Study: Finex Credit Union ITM implementation
Project: Transition from traditional teller line to automated transactions

Interactive teller machines (ITMs) are an advanced and versatile

banking technology that provides an enhanced member/customer experience. Similar to
ATMs, ITMs are operated by members/customers, but have significantly expanded functions
and are connected by video and audio to a remote teller.

Finex Credit Union COO Bryan Woodward is one of very few New England bankers to have
successfully implemented ITMs. Woodward explains that the process involved a lot of trial and
error in the beginning, as nobody else in the region was using ITMs.

“I started working together with Solidus on ITM-based branches a few years ago, at a previous
credit union,” Woodward says. We planned and built the first ITM-only branch in Connecticut.
We made many mistakes and we learned a lot from those experiences. The design phase for
this very new technology was an education in itself; you’d develop a layout, decide that it was