The DetailsLocation: Multiple Locations, AZ
Project Type: Branch Network Transformations
Timeline: 2 years
Project Size: 10 Branches
The StoryVantage West Credit Union was looking to make a bigger name for themselves in Arizona. To do this, they had an ambitious goal of redefining their retail strategy and member experience through a series of transformed branches that included the latest design trends, technologies, and operational model. And the scale and speed of their initiative are aggressive: known as the “10 x ’22 Expansion Strategy,” Vantage aims to add 10 newly transformed locations by 2022.
They didn’t want to just roll out the same type of branches they had previously built, Vantage West was seeking to instead revolutionize and reinvent them entirely. They wanted a new type of branch: a branch of the future. A branch capable of providing an ultimate retail environment, where clients come to not only complete transactions but also to get financial advice; and where associates feel empowered to recommend products and services.
The ResultsVantage West partnered with DBSI to launch this “10 x ’22 Expansion Strategy. The partnership enabled Vantage West to address the specific needs of its Membership by applying proven, leading solutions to build a Kit of Parts that defined their needs and determined the look, feel, and expectations for the next 10 branches. They then began the transformation, with the new branches including:
An open design that includes flex offices and Service Spots for collaborative conversations, teller towers complete with digital signage on the front, and inviting lobby environments for casual conversations.
The newest in-branch technology, including RTA, which enables staff to complete cash transactions from anywhere in the branch, and dynamic digital signage displays.
Vantage CU also used DBSI’s Delivery Defined training program to ensure that its front-line staff understood the strategic intent behind the change, how to interact with members with all of these new key elements, and had talk tracks for engaging members in this new experience. And the results have been phenomenal: they exude a modern retail environment and have received 100% member satisfaction and perfect scores on every secret shopper survey.
"OUR PARTNERSHIP WITH DBSI ALLOWED US TO DELIVER THE RIGHT KIND OF EXPERIENCE THAT WE ENVISIONED, IN A WAY THAT WAS COST-EFFECTIVE AND IN A WAY THAT DROVE CONVENIENCE, EASE OF ACCESS, AND ACCURACY."
Richard Paige | Director of Market and Product Development, Vantage West CU