Capitol Credit Union

Capitol Credit Union, a top 10 credit union in Austin, Texas with nearly $20 million in assets, was on a mission to upgrade their branches. And they wanted to do so in a way that would reduce costs, migrate transactions to more efficient channels, and enhance the offered client experience. Especially being located in Austin, a city where the community is quickly shifting toward younger generations and becoming a worldwide hub for technological innovation, the need to change was imminent.

Their first step in achieving their goals for this branch was finding a partner who knew the ropes. That partner was design-build firm, DBSI.

DBSI worked with the Capitol CU project team to develop a three-step process to achieve its goals of transforming the old branch into a new retail-friendly branch environment that offers an elite member experience. 

Step 1: Installing flexNEXT, a core-integrated self-service, assisted-service, and full-service kiosk capable of completing almost every teller transaction (and comes complete with tablets). This allowed associates to focus on selling, not transacting. So now, the same interactions that used to take 2 FTEs take half of one. 

Step 2: Remodeling the branch to offer a more modern environment that matched their new technology investment.  This remodel not only established a more retail-friendly environment but also opened up the floorplan for an easy transition to the Universal Associate Model.

Step 3: With a new full-service machine and branch design, the final step was enabling the staff with the knowledge to become Universal Associates. DBSI customized and delivered a comprehensive staff training program that prepared the team to operate at max efficiency in their new roles as Universal Associates, along with how to leverage their new technologies and design features.