Rabobank

Enabling the Universal Associate Model

The Details

Location: Austin, TX
Project Type: Branch Technology
Timeline: 10 Months

The Story

Capitol Credit Union was on a mission to reduce costs, migrate transactions to more efficient channels, and enhance the client experience. Located in 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 included adopting a more retail-friendly, universal associate model in their Austin, TX branch, and technology was a huge part of Capitol Credit Union’s strategy to driving this convenience for its members. 

Responsibilities

Design
Construction
Branch Technology
Project Management
Consulting

The Results

DBSI+CFM 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 the self-service machine, NEXT, 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. And now, what used to take 2 FTEs takes .5 of one. 

Step 2: Remodeling the branch by removing 3 teller lines and installing a Service Spot, a flexible work station. This modern feature not only established a more retail-friendly environment, but it also opened up the floorplan for an easy transition to the Universal Associate Model.

Step 3: With a new self-service machine and branch design, the final step was enabling the staff with both the ultimate tool and the knowledge to become Universal Associates. This included:

Nomadix: A tablet-based teller interface that is both core-integrated and capable of pairing with the NEXT kiosk to offer full-service.

Delivery Defined: a comprehensive staff training program that prepared staff to operate at max efficiency as universal associates with their new technologies and design features.
“IT’S NOT THE MONETARY TRANSACTION THAT PROVIDES VALUE, IT’S THE COMMUNICATION BETWEEN OUR MEMBER 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 FAR BEYOND THAT OF A MONETARY TRANSACTION.”
Pierre Cardenas | CEO, Capitol CU

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