Five Star ITM Customer Journey

Five Star Credit Union Launches New ITMs

The Stats

Five Star Credit Union, Dothan AL
$460 million in assets, 17 branches
130 employees (70 are branch staff)
Branch network rural Alabama and Georgia
Low income, blue-collar membership
Jack Henry Symitar core
Installed 12 Hyosung core integrated ITMs in 2019
Installing 9 in 2020 and forecasting 10 for 2021

Five Star Case Study Pano

Reasons For ITM Deployment

STAFF

Create specialized branch staff primarily focused on member experience and onboarding.

24 / 7

Expand member services to allow 24/7 access.

Franchise Model

Expand faster with a lower cost structure than traditional branches. Reduce overall transaction cost. 54% of membership perform a transaction in a branch monthly

Core Competency

Turn technology development into a core competency.

Results

Opened 3 new ITM branches in 2019
Opened in February, March, and April
12 total ITMs (4 per branch - 2 lobby and 2 drive-thrus)
2 of 3 branches are now top 5 most transacted branches
The 3rd branch is 7th
Members migrating from traditional branches to new technology branches
Members requesting ITMs for traditional branches
Staff can focus on problem resolution and onboarding

“Partnering with QDS was the obvious choice because of their knowledge, vision, and passion for our industry and the new ITM technology”

Tyler Beck, COO Five Star Credit Union

Results

Lower cost
Require 2,500 transactions to justify 1 FTE Teller position
FTE salary and benefits equal $40,000
Transactions processed by the machines monthly would require 10.5 FTE
$240,000 savings in annual staffing costs due to ITMs

7,000-10,000 transactions per branch/per month
93% of all branch transactions performed by ITMs
70% - 75% of transactions are performed via drive-thru ITMs
“Will never buy a traditional ATM again”

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