Page 4 - Finex ITM Implementation Case Study

going to work, but some aspects didn’t. Lots of finessing was required. We started with an
idea, and we refined it by tweaking the model through successive projects. We’re now on the

fifth ITM build with Solidus, and we’ve improved things each time.”

Traffic Flow and Cueing

Woodward says that two of the most important considerations when implementing an ITM are
controlling the flow of branch traffic and preparing for member reaction to the new technology.
As part of his initial research, he visited an early adopter of the technology, took note of their

recommendations, and added some ideas of his own.

“We struggled with traffic flow the first couple of times we implemented ITMs,” Woodward
explains. “We had to fine-tune the cueing area because when members come into the branch
they’re instinctively looking for a teller. They don’t know what to do with an ITM because it’s
foreign to them. As part of my research I visited ITM pioneers, Coastal FCU in North Carolina,
for advice on best practices for successfully implementing ITMs. Coastal was partnered with
uGenius, the company that developed the first ITM, at this time.

“I discussed this new concept with Mark Charette at Solidus, and he took an initiative to contact
the president of uGenius, Eugene Pranger for more information and advice. I advised other