Tech Time: Tablets, ATMs and open branch design improve the member experience

Removing traditional branch barriers has allowed Credit Union of the Rockies staff to move freely and deliver personalized service more efficiently.

At Credit Union of the Rockies, our main focus has always been to provide our members with the best possible banking experience. While this goal hasn’t changed, member expectations have. Consumers today demand a seamless, convenient, personalized experience from all companies and organizations they interact with, including their financial institutions.

We recognized that a traditional branch design and flow didn’t optimally meet these modern demands. As a result, two years ago, we decided to tweak the way we interact with and serve our members in the branch. We implemented new technology and an open branch design to help meet our goals.

Revamping the Branch 

We set out to redesign our flagship branch in Golden, Colorado, in a way that would help us operate more efficiently and facilitate more productive interactions with members. We didn’t just focus on a design that made sense today, but one that would also work tomorrow. After considering and evaluating several options, we decided to implement a concierge-style approach and eliminate paper, coins and wires.

 

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