Tadesse: Member experience is crucial to us. We don’t take it for granted that just because you’ve banked with us for 20 years that you’ll continue to do so. We’re always looking for new ways to invest in member experience, which is how we began using ITM machines.
As it turns out, if we didn’t have the ITM technology, we wouldn’t be able to function nearly as well in the current environment. At first, we were concerned that using ITMs would lead to a less personal connection with our members, but we’re seeing now that members are showing increased satisfaction with this as well. They appreciate being able to conduct transactions without needing a face to face conversation.
It’s much easier to keep social distancing as well. Perhaps the first time someone uses the machine, it can take them longer than usual—but we see the time decreasing to just a few minutes per person by a member’s third transaction with an ITM.
Before we closed our lobbies, we had an average of 109 transactions per day on the ITMs. That steadily increased to 330 transactions on average, peaking at 574 transactions with activity peaking due to stimulus checks. Our employees also are much happier due to the increased safety of working from home as well as the work life balance that comes with that. Needless to say, it would be challenging to continue to operate and keep staff safe without these.