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Since implementing our kiosk, members who just need to do a quick withdrawal or lodgement have found it extremely useful. It saves them queuing in-branch, particularly over lunch time which can get busy”
Summary
Since introducing a self-service kiosk in-branch, Ballina Credit Union are saving 17% of their time on a daily basis. They have also enhanced member experience and minimised queues in their Credit Union.
Drivers behind the decision
Ballina Credit Union wanted to provide the best possible experience to their members both online and in-branch.
As they already had cuOnline+ which allows their members to transact online, they decided to enhance their branch by deploying a kiosk that members could make withdrawals and lodgements from. This in turn would reduce queues for those members who just wanted to pop in and out in a hurry.
Michael Ferguson
CEO
Ballina Credit Union
Benefits of the kiosk
The kiosk allows members to make withdrawals and lodgements quickly and easily. Members can also split cash lodgements into different accounts, e.g. their main account, and a joint account. There’s no need for separate transactions, saving time for both the member and staff.
The kiosk also incorporates a system for detecting forged notes, fully in line with the Banknote Recycling Framework (BRF). Once the kiosk identifies a forged or unfit note, it is quarantined by the system, which asks the member to contact a member of staff. Staff can then manually examine the notes in question and take appropriate action.
Once logged into their account via the kiosk, members can also request a statement which will provide them with transaction details from the previous 3 months.
Ballina generate 17% time efficiencies
In January 2020 alone, there were over 520 transactions amounting to over €63,000 through their kiosk. This in turn gave staff back time to focus on processing loan applications and market new services to their members. It also drastically reduced queues in-branch, providing a better member experience.
- Ballina’s kiosk is currently processing an average of 300 transactions per month
- Moving approximately three quarters of a million euros in cash
- January 2020 saw over 520 transactions amounting to over €63,000
- Staff are saving almost 1.5 hours per day, allowing them to focus on growth strategies and processing loans
- Provides their members a better in-branch experience
“
Time is the most important thing to be able to provide our staff. Whether that’s time to process new loan applications, or it’s more time to spend with our elderly members who aren’t as familiar with new technology. Those extra few minutes with our members are crucial in order for us to continue with the excellent service that Credit Unions are renowned for.”
Michael Ferguson
CEO
Ballina Credit Union
About Ballina Credit Union
Ballina Credit Union is one of the largest community Credit Unions in Mayo. They currently have an asset value of over €80m and boasts a membership in excess of 17,000 account.
With an operating staff of 12 the Credit Union can certainly place itself on the pedestal of one of the leading financial services providers in its community.
Find out more about Ballina Credit Union by visiting their website https://ballinacu.ie.