Affinity Credit Union members in Canada are now greeted by enhanced services, two-way video and new, in-branch self-service technology. Looking to deliver the ideal branch experience to its members, Affinity Credit Union turned to Diebold to become the first financial institution in Canada to deploy two-way video services and reimagine two of its flagship branches. Diebold's services, along with the addition of multiple new Diebold 9900 in-lobby tellers, enhance the member experience and improve operational efficiencies for Affinity Credit Union.
Affinity Credit Union members in Canada are now greeted by enhanced services, two-way video and new, in-branch self-service technology. Looking to deliver the ideal branch experience to its members, Affinity Credit Union turned to
Diebold to become the first financial institution in Canada to deploy two-way video services and reimagine two of its flagship branches. Diebold's services, along with the addition of multiple new Diebold 9900 in-lobby tellers, enhance the member experience and improve operational efficiencies for Affinity Credit Union.
Together with Diebold's Advisory Services team, Affinity Credit Union defined the ideal member experience, modified processes, refined existing staffing models and deployed technology that would meet its branch transformation goals. Diebold's Advisory Services team also led interactive training sessions with the branch staff, member service representatives and contact center personnel, helping them to better understand the innovative new member experience.
"Diebold's service capabilities and comprehensive suite of solutions allow us to realize the maximum potential of our branch environment," said Serese Selanders, VP of Member Experience, Affinity Credit Union. "Transitioning routine transactions to the self-service channel allows our staff to focus on building more meaningful relationships with our members."
Additionally, the new Diebold 9900s will deliver the fast, reliable in-branch experience that members want while migrating routine transactions to the self-service channel. Equipped with two-way video, the new units will help members with transactional questions and provide additional support without the assistance of a teller. This technology allows branch staff the opportunity to focus on the more complex needs of members while building deeper relationships.
"Affinity is the latest example of many strong partnerships Diebold has established here in Canada, which is an important market for us," said Bruce Pearce, VP and GM of Canada at Diebold, Canada. "Our team of highly experienced financial industry professionals were able to help Affinity navigate through its transformation strategy to make their branches more efficient and customer-focused."