- Branch Transformation -
Capitol Credit Union
A Branch Built Around the NEXT Big Thing in Banking
Capitol Credit Union, a top 10 credit union in Austin, Texas with nearly $20 million in assets, was on a mission to upgrade their branches. And they wanted to do so in a way that would reduce costs, migrate transactions to more efficient channels, and enhance the offered client experience. Especially being located in Austin, a city where the community is quickly shifting toward younger generations and becoming a worldwide hub for technological innovation, the need to change was imminent.
Their first step in achieving their goals for this branch was finding a partner who knew the ropes. That partner was design-build firm, DBSI.
DBSI worked with the Capitol CU project team to develop a three-step process to achieve its goals of transforming the old branch into a new retail-friendly branch environment that offers an elite member experience.
Step 1: Installing flexNEXT, a core-integrated self-service, assisted-service, and full-service kiosk capable of completing almost every teller transaction (and comes complete with tablets). This allowed associates to focus on selling, not transacting. So now, the same interactions that used to take 2 FTEs take half of one.
Step 2: Remodeling the branch to offer a more modern environment that matched their new technology investment. This remodel not only established a more retail-friendly environment but also opened up the floorplan for an easy transition to the Universal Associate Model.
Step 3: With a new full-service machine and branch design, the final step was enabling the staff with the knowledge to become Universal Associates. DBSI customized and delivered a comprehensive staff training program that prepared the team to operate at max efficiency in their new roles as Universal Associates, along with how to leverage their new technologies and design features.
This space was designed to stand out through the glass front and invite people who pass by in, with digital signage, a local mural, and elevated design elements. And once inside, the space is tech-first and highly conducive to a full-service, advisory experience.
flexNEXT: A Full-Service Kiosk for Universal Spaces
To enable the Universal Associate Model and create a space in the branch for quick and easy transactions, DBSI implemented flexNEXT into the new branch design. flexNEXT is a DBSI-created, core-integrated kiosk that offers self-service, assisted-service, and full-service capabilities into one device, paired with an associate-held tablet.
"It’s not the monetary transaction that provides value, it’s the communication between our members and our employee. NEXT is a technology that will be able to support our member’s transactions so that our employees can actually interact and have conversations."
Capitol Credit Union
Trust DBSI With Your Next Project
If you have a transformation project on your to-do list, let's talk about how DBSI can help make it happen.