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SAC Members Respond Well To Interactive Teller Machines (ITMs)

Wednesday, February 1, 2017  
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SAC Members Respond Well To Interactive Teller Machines (ITMs)

Stemming from a desire  to provide cutting edge technology while maintaining a person-focused approach to member service,  SAC Federal Credit Union introduced new Interactive Teller Machines  (ITMs) to their members  in November.   The introduction of the ITMs has allowed SAC to bring their two commitments  (cutting edge technology & person focused approach)  into a single transaction servicing avenue.  The ITMs provide an expanded broader scope of banking options to SAC members, including check cashing to the penny, expanded deposit and withdrawal functionality, loan payment capabilities, funds transfers, and account balance inquiries.   SAC’s new ITM machines also have the dual function of being both a Virtual Teller and a traditional ATM.  Since rolling out the ITMs,  SAC now has a total of 8 machines with plans for a 9th at another branch location.    Locations were selected by analyzing member traffic at branch drive thru lanes, identifying those branches that were most in need, with a focus on the overall geographical footprint as well.  SAC wanted to be sure their ITM technology was accessible to a broad spectrum of members across their service area. 

SAC recognized early on that special measures would need to be initiated to introduce, promote and demonstrate these new tellers to members.    All ITMs were wrapped with branded marketing to fully explain their purpose and functionality.  Marketing clings were placed over all drive-thru windows, and additional marketing efforts were taken to introduce the new ITMs to members. 

During the first week in which a branch had a new machine go “live”, SAC had staff standing out by the ITMs to help walk members through the experience.  SAC staff was able to share not only the FAB (features, attributes & benefits) of the new machines, but also the “why”  making these upgrades and changes  for their  members was so important for SAC.  The direct member contact helped ease any hesitations and fears among members as well as reinforce the importance  SAC places on high member service standards.

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