Credit unions must absolutely embrace online and mobile technologies, but many experts contend that their battles for market share will not be won there. Much to the dismay of those who like to proclaim the death of the branch, most credit unions acknowledge that maintaining a physical presence in their markets is critical to their ability to continue building strong relationships with their members.
Case in point: Travis Credit Union’s new “Financial Solutions Center” in Vacaville, CA. Six “financial solution specialists” staff this new state-of-the-art branch and provide one on one service, or walk members through their many technology-based options for banking. Barry Nelson, president and CEO of the credit union stated that “our goal is not to replace people but rather provide more people-helping-people service.”
Key Takeaway: At Better Branches, we could not agree more with Mr. Nelson – for the past dozen years we have provided credit unions of all sizes with the software solutions that they need to efficiently manage branch visitors in person, over the Internet and via mobile devices. Helping credit unions improve member service levels is the reason that we are in business.