OnPoint Community Credit Union
The DetailsLocation: Oregon & Washington
Project Type: Hardware, Integration, Predictive Analytics and Service
Timeline: 55 branches
The StoryOnPoint Community Credit Union is Oregon’s largest credit union with $8.7B in assets, over 448,000 members, and 55 branches.
Excellent member service is a driving force behind OnPoint’s impressive growth, and one of the ways it remains easily accessible is through its use of cash automation machines. These serve as critical technologies in OnPoint’s larger strategy to conveniently serve members and operate on the Universal Associate Model.
To keep up with rising transaction volumes, the team at OnPoint wanted to add even more devices to branches around their service region. However, there was a challenge: keeping a fleet of 50+ machines up and running could lead to tons of service calls, frustrated staff, and less-than-ideal downtimes.
The OnPoint team knew that continuing to offer the service levels for which they were known meant they needed a responsive service provider who could improve device performance, decrease downtime, lessen repeat service calls, and quickly resolve issues to improve overall satisfaction with branch staff. So, in 2017, they called up DBSI.
Why? Because they had already seen success using CFM (a sister company of DBSI) and their cash recycler integration and patented technology, RTA, to leverage their cash machines and enable the Universal Associate Model.
“The biggest success we’ve seen using CFM is the opportunity to provide a better member experience everywhere in the branch. The tech allows us to give any of our associates who have access to RTA the ability to perform a transaction from anywhere in the branch," said Tory McVay, Chief Retail Officer for OnPoint.
After such a positive experience using CFM, OnPoint felt confident turning to DBSI to manage their current fleet and assist in the purchase and installation of new devices.
The ResultsThe decision to bring DBSI in as their new provider quickly paid off, resulting in zero downtime and world-class service.
“DBSI is proactive with their support because they know the machines intimately. It really feels like a partnership, and they understand the importance of keeping our recyclers up and running. It is just as important to them to keep these machines live as it is to us,” continued McVay.
The secret behind this success, besides an incredible team of service reps, was OnPoint’s use of CFM’s iQ, an analytics platform that provided complete visibility into its hardware usage and the health of the machines. This allowed DBSI to make data-backed decisions on servicing and deploying—making sure the machines always stay live.
Over the course of the relationship, OnPoint has relied on DBSI to source and install almost 80 new machines, increasing its total fleet to more than 120 devices. Each one is equipped with a RTA pin pad that provides its Universal Associates with ease of access, no matter where the transaction is started.
The partnership remains as critical for OnPoint today as it did in 2017. The credit union recently completed the largest expansion in its history, opening locations in 20 Fred Meyer stores across Oregon and SW Washington.
"DBSI IS A GREAT PARTNER AND WHAT THEY COMMIT TO WILL BE THE VERY LEAST THEY WILL DELIVER ON. SO, WHEN DBSI SAYS WE NEED TO X Y AND Z, WE TRUST THEM BECAUSE WE KNOW THE RECOMMENDATION WILL BE RIGHT FOR US"
Tory McVay | Chief Retail Officer, OnPoint