The Results

Vantage 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.