Match Tech Service Levels To Member Service Expectations

Avoid the service gap by integrating quality ATM and kiosk service with an understanding of the branch’s needs.

 

By Cummins Allison

 
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Credit unions have long differentiated themselves by the personalized, local service they provide to their members. But what happens when the level of service that credit unions expect to provide to their members isn’t matched by the service level credit unions receive from their vendors?

If core, member-facing technology — such as ATMs or self-service kiosks — isn’t backed by the same local, personalized service, it can lead to critical operational and member satisfaction issues. Not to mention making it difficult for credit unions to realize a true ROI from their technology investment. Cummins Allison, the leading innovator and provider of check, currency and coin handling solutions as well as ATMs, shares how credit unions can avoid this service gap with up-to-date technology and selection of the right technology vendor.

Avoiding The Service Gap

In today’s fast-paced environment, credit union members don’t have the patience for “out-of-order” or slow-performing equipment — especially technology many use daily, like ATMs. Unfortunately, as some large vendors have been forced to scale back and/or outsource service personnel and resources, many credit unions have fallen into a service gap.

In the financial services industry, the service gap is not only frustrating; it can harm an institution’s reputation and bottom line. If your credit union is experiencing service-related issues with core technology, such as ATMs, it’s time to ask: what is the cost in terms of lost revenue, decreased member satisfaction and declining ROI? 

Unfortunately, investing in the latest ATM technologyis not a sure-fire way to avoid the service gap, as even best-in-class machines require periodic maintenance to keep them operating at peak efficiency as well as immediate attention to handle any necessary repairs. It’s critical that technicians work closely with the branch to understand how the technology is working, what new features are most appropriate for the needs of the branch, and to ensure that these insights are turned into action.

Service That Optimizes Tech Investments

Once the decision is made to replace poorly supported ATM technology — the cost of which is often less than anticipated — credit unions should select a vendor that offers an integrated approach to sales and service. This will ensure maximum consistency, reliability, and convenience that will increase the performance of ATMs and optimize the technology investment.

Look for the following attributes when selecting a technology partner:

  • Multi-level support: Highly trained service technicians that can handle routine preventive maintenance and any issues that require immediate attention, as well as customized support, all backed by knowledgeable, experienced service managers and a dedicated advanced technical support department.

  • Fast, easy access to service: A single phone call should connect to a service branch for quick dispatch for emergency service calls and the best possible response times.

  • Consistency of service and equipment: Manufacturer-trained technicians for assurance of the most up-to-date working knowledge of the equipment. Availability of only authorized spare parts stocked at multiple levels, including an emergency ordering system.

  • Preventive maintenance: A comprehensive preventative maintenance agreement that helps improve ROI by extending the productive life of the machine. This prevents small problems from becoming large ones and makes it easy to budget operating costs.

It’s important to carefully select a vendor that can deliver the same level of service and support that a branch provides to members, something which can only be achieved by partnering with a vendor that offers local, highly personalized service. To learn more about how credit unions can avoid the service gap, visit www.cumminsallison.com.

 

About Cummins Allison

Cummins Allison is the leading innovator and provider of check, currency and coin handling solutions, as well as full-function ATMs. Our world-class sales and service network includes hundreds of local professionals in more than 50 offices in North America, six wholly owned subsidiaries and is represented in more than 70 countries around the world. For more information about our award-winning solutions, visit cumminsallison.com/ATMs.

 

Contacts

Carol Moore – Vice President Marketing

Cummins Allison

Tel: 847-759-6403

moorec@cumminsallison.com

This sponsored content article is provided to the credit union community for shared insights and knowledge from a recognized solutions provider in the industry. Please note that the views and opinions offered here do not reflect those of Callahan & Associates, and Callahan does not endorse vendors or the solutions they offer.

If you are interested in contributing an article on CreditUnions.com, please contact our Callahan Media team at ads@creditunions.com or 1-800-446-7453.

 

Sept. 15, 2014


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