Page 7 - Finex ITM Implementation Case Study

Making the Delivery System More Efficient

It is said that one of the advantages of ITMs is that they create new operational efficiencies that
save time and money. We asked Woodward if this has been his experience with ITMs.

“Yes, it’s completely changed the delivery system, because the teller used to be someone you
approached regardless of the transaction type required,” he says. “Now we segment cash
transactions at a video teller and anything beyond that is carried out at a member service rep

desk on the other side of the branch, which keeps the ITM line very fluid and focused. We have
a private office and a concierge for face-to-face contact, designated for activities beyond cash
transactions. The beauty of the ITM is it creates a call cue, just like a call center. Regardless of
how many machines we have, the next person who presses ‘Start’ is the next in cue regardless
of their geographic location. So, it’s really a matter of just helping the member satisfy what
they need and then moving on to the next call. With the traditional branch teller line, there
were random discussion, no focus, and significant downtime with the tellers, as they were only
busy when someone came into the branch. Now a single teller can service members in multiple
branches based on the cueing at the call center. They are always busy, their productivity is
much higher, and employee engagement is really healthy.”

ITMs also allow branch staff to focus on higher value member services, and high acceptance
rates across all demographics (average = >91%) means most members migrate onto the ITM
quite readily. Woodward says they’re currently focused on distinguishing ITM transactions and
in-branch personal services.

“We know the average branch size is declining, and introducing ITMs is very amenable to that.
We recently created our first micro-branch in a ShopRite supermarket in Manchester, CT, on a
very small footprint. It’s a 500 sq. ft. location that incorporates two ITMs, a curved concierge
desk, and a private office with a flat screen (if we want to utilize smart office functionality).”