Capital City Bank
Unifying multiple touchpoints and a few manual processes into one seamless, innovative customer experience.
WHAT THEY NEEDED
Service continuity amid COVID-19
Capital City Bank is known for personal service in the southeast–the kind that builds strong relationships. They've been doing business this way since 1895, when they opened their first office in Tallahassee, FL. Today, Capital City Bank prides themselves on hiring people who connect with their customers and get to know them by name.
So when the bank began exploring the benefits of NCR Interactive Teller Machines in 2014, they did so to offer extended service hours for their customers, not a substitute for personal service with a smile–until March 24, 2020, when the global pandemic forced most of their lobbies to close.
This gives us a greater focus on building relationships with the clients... — Tiffany DuBois, VP, Digital Channels
WHAT WE DELIVERED
NCR Interactive Tellers
Capital City's ITMs became more essential than they ever imagined when social distancing became the norm. ITM and ATM transactions rose dramatically, with seven of their bankers working six days a week to continue the bank's tradition of personal service–this time via video banking with its 20+ ITMs. They took to social media to promote their ITM experience as a way for customers to access personal service and a full range of transactions even, during times of distancing.
WHAT HAPPENED NEXT
Seamless service & 31% more usage
ITM usage increased 31% during the first month of the pandemic, with customers using them for 2,000 additional transactions in April 2020. Relying on the technology meant Capital City could deliver critical access to banking services without sacrificing the personal touch. It also kept bank associates engaged in flexible, virtual banker roles while contributing to the well-being of their communities.
As always, the bank was concerned about their client experience–especially older generations who may not be familiar with video banking technology. But the bank didn't have to worry. "Our older clients transitioned to this technology with ease. They have really embraced the ITMs." said Tiffany DuBois, VP Digital Channels for Capital City Bank. "It really caught on."