Diebold, Incorporated (NYSE:DBD) has provided Financial Resources Federal Credit Union with an all-encompassing, end-to-end services solution to help improve the financial institution's brand identity, service capabilities and customer perception.
Financial Resources serves nearly 25,000 members and their families throughout the United States and was seeking a solution that would improve customer perception and service, while increasing customer convenience. The financial institution looked to Diebold to upgrade its technology, enhance service delivery and expand visibility to improve cost-efficiency and allow for more efficient management and control over its automated teller machine (ATM) network.
To achieve this, Diebold Integrated Services proposed an end-to-end solution. Diebold's turnkey package included the installation of 27 Opteva ATMs, consisting of advanced function and cash dispenser models; first- and second-line maintenance; cash handling and currency management; ATM and debit card processing; customized marketing screens; client services and governance reporting.
"From the very beginning when we signed the contract with Diebold and throughout the entire implementation -- everything went off like clockwork," said Anthony Mero, senior vice president and chief operating officer, Financial Resources Federal Credit Union. "This was perhaps one of the best conversions I've ever been through. Diebold worked seamlessly with us, as though they were part of our organization. I hold my standards very high, so that's saying a lot."
Many of the units were installed off-premises so, as an added opportunity to further establish Financial Resources' brand identity, Diebold customized every Financial Resources' ATM to feature a new look and feel. The new ATMs showcased a sleek design and custom purple colorization, thus expanding the financial institution's visibility and branding to drive ATM usage and increase transaction volume.
"Financial Resources Federal Credit Union approached Diebold for a cost-effective, efficient solution to meet its needs and eliminate multiple vendors," said Charles E. Ducey, Jr., senior vice president, global development and services, Diebold. "Through an end-to-end solution from Diebold Integrated Services, Financial Resources was able to not only meet, but exceed its expectations. Diebold will continue to provide the resources and tools needed to further expand the financial institution's network and enhance service functionality."
In looking to the future, the reduction in dependency on multiple vendors, an updated ATM appearance and a comprehensive ATM management solution will contribute to improved cost efficiency. By increasing network uptime and decreasing service calls and maintenance visits, Financial Resources is well-positioned for entrance into alternate delivery channels.
According to Mero, the partnership with Diebold has produced benefits far beyond an updated ATM appearance to single point of contact for all ATM network issues. "Diebold addressed any situation rapidly and we got exactly what we expected," Mero said. "As a result of the hard work from our team and the Diebold team, we are now able to look to the future with high expectations and endless possibilities. This partnership with Diebold has helped Financial Resources Federal Credit Union make a statement -- and we will deliver."