Island Federal Credit Union had an ATM vendor problem and it was costing them - the NY based credit union was facing unresponsive third party vendors and growing costs across their ATM fleet. These challenges left Island with redundant internal resources dedicated to ATM portfolio management and monitoring. Executive leadership received a daily ATM report from IT just to ensure visibility into this critical channel.
Frustrated with being at the mercy of uncommunicative vendors, Island Federal set out to find an expert ATM partner who shared their same commitment to service excellence. With Branch staff retaining 1st line maintenance and cash replenishment responsibilities, finding a provider focused on high level service and communication was critical to the channel's improvement.
KEY STEPS IN ISLAND FEDERAL'S PROCESS
● Island Federal also outsourced ATM connectivity to ATM Consultants to leverage their remote diagnosis and issue resolution capabilities
● ATM Consultants set up communication protocols and escalation procedures for issues on a per branch basis to ensure transparency
● Island Federal outsourced ATM monitoring to ATM Consultants to ensure ATM related issues were being properly diagnosed, routed to the proper staff and resolution management was highly transparent
RESULTS
The enhancements in issue diagnosis and communication led to significant improvements to Island Federal's ATM fleet performance. Island leadership was able to redeploy staff who had previously worked to cover vendor responsibilities to more member-centric roles. Proper diagnosis and deployment of branch and ATM Consultants staff dramatically reduced out-of-scope invoices. Daily ATM reports have been replaced with monthly ATM partner meetings focused on uptime reports and portfolio strategy.
HOW TO MAXIMIZE YOUR PARTNER RELATIONSHIP
● Outsourcing ATM issue diagnosis to your ATM partner instead of relying on branch staff
● Evaluate and prioritize your ATM partner's 24/7 remote management capabilities
● Review and field test your ATM partner's ticketing system and other communication management tools.
ATM Consultants provides tailored ATM solutions to our financial institution clients and provides a single point of contact for all ATM related issues. By providing a personal relationship and open lines of communication, ATM Consultants can ensure your financial institution is receiving the highest level of service.
ISLAND FEDERAL HAS SEEN 99.4% UPTIME ACROSS THEIR ATM FLEET SINCE OUTSOURCING TO ATM CONSULTANTS
CLIENT TESTIMONIAL
"Everyone has had that experience when they go to an ATM and it's down! The first thing that comes to your mind is "it's the banks or credit union's fault." Most of the time that isn't true, it often has to do with the 3rd party network or lack of support from a vendor. At the end of the day, it is a reflection on your institution.
Through the years we spent many hours and resources tracking down issues with ATMs and following up on trouble tickets in an effort to keep on top of the third party vendor support. Now our entire ATM fleet is in great hands with ATM Consultants.
Both the member-facing experience and administration overhead have been nothing short of a win/win for us.
I can say with confidence that moving to ATM Consultants has been one of the best decisions we have made both for our Credit Union Team and Credit Union Members."
-Damon Rivera, VP of Technology at Island Federal
Chris Delzotti, President, ATM Consultants