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For the last 3-4 months you’ve managed to meet member needs without lobby hours and a fully staffed teller line. Your ATM network , cash machines and debit cards have probably been introduced to more than a few long-time members who have finally learned of the convenience of a newly discovered delivery channel. Many members have been forced by the current circumstances to more fully learn about and utilize your mobile and home banking services.
Naturally you may have asked yourself, “Is the teller line an unnecessary component of your service and delivery strategies in the future?” What would be the impact of turning your branch into a cashless, tellerless member service office? What would your balance sheet and income statement look like if you decided that the teller line should go the way of passbook savings? Can you envision a strategic scenario that re-engineers your entire branch delivery channel?