The Story

OnPoint 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.