Pioneer FCU

A Universal Approach that Skyrocketed Member Satisfaction

THE DETAILS

Project Type: Core Integration, Cash Automation, Business Intelligence

Project Size: Network-Wide

# of Branches: 13

# of Machines: 16

The Story

As one of the fastest-growing credit unions in Idaho, Pioneer Federal Credit Union has been servicing their 50,000+ members for over 60 years. With the upcoming build of their 14th branch, they wanted to create a truly unique experience that would deliver their core value of creating “WOW” through exceptional service.

With help from DBSI, our sister Design/Build firm, Pioneer FCU started their Universal Representative journey with the completion of a 5,600 square foot branch built with the latest in open-branch designs and traditional barriers removed.

The design and results were great, but they soon realized something was missing—their “Universal” experience was falling just short of their expectations. Staff was still required to log in and out of workstations and not every team member in the branch could complete a cash transaction.

Not wanting to settle for almost perfect, Pioneer FCU turned to CFM to find a solution that would help them achieve 100% of their vision.

THE RESULTS

RTA (Remote Transaction Assist) was the missing piece of the puzzle that filled in the gaps and allowed all of Pioneer’s staff members to securely process transactions from anywhere in the branch—finally enabling their Universal Representative vision.They were already happily taking advantage of CFM’s S4 core integration for their cash recyclers, so adding RTA was a no-brainer.

What started as a way to solve a problem for a single branch has become a critical piece of technology that’s guiding their entire branch network strategy. In fact, RTA has turned out to be such a huge success in creating an exceptional member experience that Pioneer FCU implemented RTA in every one of their new, open-design branches.

With RTA humming along behind the scenes in several branches at Pioneer FCU, they’re able to provide the truly “Universal” experience they set out to create. Members of their staff have been trained to handle any transaction and anyone in the branch can assist a member without having to hand them off to another employee or make them wait for assistance.

The success with RTA has been so impressive that Pioneer FCU now plans to install it in many of their traditional branches. RTA didn’t just enable true Universal Representatives, it provided them with a host of unexpected benefits that have significantly enhanced both member and staff experience:

  • Staff can now purchase funds for a drawer directly from the recycler without having to use two staff members to access the vault or to verify funds in a draw.
  • There are no longer worries about having cash in offices all day, which is great for loss prevention. Cash drawers in offices have been eliminated, which has increased security and decreased vulnerability.
  • When they’re short-staffed (like during lunch or busy times of the day), loan processors or managers can buy a drawer very quickly without having to do a vault buy.
  • Setting up RTA is incredibly straightforward. “It’s so easy to set up RTA, I can set it up practically by myself”, says Tracey Miller.

With RTA, Pioneer FCU has created a successful and repeatable road map for future branch success. And that equals big wins for both Pioneer FCU and its members!

Now, tellers don’t have to log in and out of multiple locations, and we no longer have to set up a workstation for every individual teller. And, front line staff aren’t being pulled away so we can all concentrate on building relationships—not making the members wait.”
Tracey Miller, VP of Operations

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