Generations Federal Credit Union

What did it take to give GFCU time to focus on innovation while, at the same time, raising the bar on delivering what customers want?

WHAT THEY NEEDED

Simplified operating model, with high-performing self-service solutions for members

GFCU has been a part of the thriving San Antonio community since 1940, now with seven branches in the metro area.  Over the years, its goal has remained the same: to do what it takes to be the financial institution of choice for its members.

As its branch footprint and customer base grew, GFCU’s members were calling for always available self-service experiences.

“As a credit union, we’re member-focused, of course,” said Danielle Smothers, VP of retail delivery at GFCU. “And our members were saying they wanted to be able to do what they wanted, when and where they wanted to. So that was our task.”

The credit union wanted a way to deliver its ATM channel with excellence while keeping the focus on innovation and addressing business challenges like agility, scalability, compliance, risk and capital requirements.

WHAT WE DELIVERED

Operational efficiency with a single strategic partner

Generations partnered with NCR Atleos as its single-source provider of ATM as a Service to transform the member experience with a modernized self-service platform. By outsourcing its ATM channel, GFCU eliminated the capital and technology constraints that previously limited it, while simplifying its operations by outsourcing to one strategic partner.

The partnership also meant the credit union could budget and manage the costs of its ATM channel more effectively. With one single monthly payment, GFCU has a more predictable cost model, so resources can be focused on innovating the customer experience and its growth initiatives.

WHAT HAPPENED NEXT

Improved member experience and business efficiency

GFCU now offers its members a seamless self-service experience with improved ATM uptimes and performance. This has allowed it to shift capital to other areas of growth and continued innovation for customers.

“We’ve enhanced the member experience, which has improved member relations,” Smothers said. “We’ve also improved our business efficiency with a predictable cost model, better ATM availability and better compliance and risk management."

“NCR Atleos has helped us move forward in our digital transformation journey. I rate them 10 out of 10—I wouldn’t change a thing,” she said.

“We’ve enhanced the member experience, which has improved member relations. We’ve also improved our business efficiency with a predictable cost model, better ATM availability and better compliance and risk management.”

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