- Branch Network Transformation -
Vantage West Credit Union
An Award-Winning Branch Transformation
Vantage West Credit Union is one of the largest credit unions in Arizona with $2.7 billion in assets, 20 locations, and 175,000 members. Founded in 1955 in a one-room barrack at Davis-Monthan Air Force Base with the mission to help Tucson’s airmen and their families. In their beginning years, they served under 600 members and $60,000 in assets. By the end of the 1960s, they had nearly 14,000 members. And the growth has never stopped over the past 60 years.
But Vantage West has never expanded just for the sake of growing membership. They expand to offer more Arizonans a better banking experience, as well as create more opportunities for their current members to experience the Vantage West difference.
In 2020, Vantage West CU decided it was time for another rapid expansion, and looking to make a bigger name for itself, the decision was made to evolve their retail presence through a series of transformed branches—10 to be exact.
Dubbed the 10 x 22 Expansion Strategy, Vantage West was on a mission to expand the network by 10 new and transformed locations in just 2 years.
With an eye on providing an interactive member experience, their new branches needed to have the right design elements, technology, and even people and processes to deliver on their impressive initiatives.
Instead of working with a list of 5+ vendors to make this happen, Vantage West CU decided to find a single company. And with a project of such a large scale, not any firm would do. After an extensive RFP process, Vantage West knew that DBSI was the only firm that could provide everything it needed.
Concept to Approval in 8 Hours
When it comes to branch network transformation, especially when building multiple branches at once, there are two key elements to being successful: consistency and scalability. To ensure both are accounted for and to provide some speed in the project, DBSI developing all the groundwork for the 10 branches with a Kit of Parts. This playbook outlined everything from the retail design elements to the furniture to the materials and colors and patterns to be used in the spaces.
With the strategy and elements defined, DBSI wasted no time crafting floorplans for the first couple of branches. And by investing the time and doing the strategy upfront, floorplans were approved and signed off in one day. Even better? For the remaining branches, the entire design process, from creation to approval, took a mere 8 hours. Pretty impressive.
The final branch experiences incorporate an open design that includes flex offices and Service Spots for collaborative conversations, teller towers complete with digital signage, inviting lobby environments for casual conversations, and more.
Brochures are out. Posters are out. Whiteboards are out. Vantage West CU fully embraced the transition into a digital-first experience when it comes to marketing in their branches. Not only does this increase engagement in messaging, but it allows Vantage West CU to show off their unique brand and community-focused content.
Teller cash recyclers and self-service solutions were only part of the Vantage West CU technology plan. Their new branches were also fully equipped with drive-up systems, night drops, vaults and safety deposits, security systems, and more.
With such a dynamic change and not wanting to leave anything to chance—Vantage West ensured their front-line staff was properly trained and ready to deliver the new staffing model by investing in DBSI’s Delivery Defined training program. By engineering the experience, staff understood the strategic intent behind the change, how to interact with members with all of the new key elements, and had talk tracks for engaging members. And the results have been phenomenal: since opening, the new branches have received 100% member satisfaction and perfect scores on every secret shopper survey!
"Our partnership with DBSI allows us to deliver the right kind of experience that we envisioned in a way that is cost-effective and in a way that drives convenience and ease."
Director of Market and Product Development
Vantage West 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.