Using ITM Technology to Drive Branch Efficiency

Assisted Self-Service vs Remote Teller

With the first generation of ITM technology, every transaction involved a remote video teller. Customers found this slowed down their transaction, leaving them reluctant to fully embrace the shift to ITM technology. Financial institutions did not experience the promised ROI and operational/productivity efficiency either. It was time to take a pause and examine how the ITM technology could better meet the needs of the customer, and provide the technology needed to improve the FI’s business model.

Today, NuSource clients are implementing Hyosung’s new assisted self-service technology to address the gap between consumer expectations and the limitations of most ATM network transactions. This technology allows self-service devices to be integrated directly with the financial institutions’ core banking system. The customers can now use the ITM to accomplish almost all transactions that used to be done at the Teller line, themselves, unassisted!

For those customers who still prefer to interact with a live person, whether staffed in the branch or off-site, the ITM technology offers that support. By pressing the “help” button, expanded customer service needs - such as a stop payment or a new check order – can be completed.

Hyosung empowers the customer to decide when and if they need assistance. Most FI’s have found that the longer the ITMs are deployed, the less “help” customers require.