SAFE Federal Credit Union improves efficiency with ITMs

WHAT THEY NEEDED

Innovative member experiences and scalable growth

SAFE Federal Credit Union (SAFE), a trusted financial institution serving communities across South Carolina, has long prioritized member value through convenience, ease of use and technological innovation. As member expectations evolved, the credit union recognized the need to modernize its service delivery—especially in drive-through environments.

“Delivering value to our members through convenience, ease of use and embracing newer technologies is core to who we are.” – Keith Troup, executive vice president and chief operating officer, SAFE Federal Credit Union

To meet the needs of both long-standing and newer members, SAFE sought a solution that would:

• Enhance drive-through banking with personalized teller machines
• Extend service hours without expanding branch staff
• Support geographic expansion without the cost of building new branches
• Appeal to younger, tech-savvy members while still serving traditional users

WHAT WE DELIVERED

Advanced capabilities, extended hours and a differentiated member experience

SAFE partnered with NCR Atleos to deploy interactive teller machines (ITMs) across nearly half of its branches. These machines offer video banking at drive-throughs, allowing members to interact with tellers remotely or complete transactions independently.

“We wanted the ability to offer technologies where others weren’t in our markets...ITMs are unique to us and offer the cool factor.”

The ITMs enabled SAFE to:

• Extend operating hours
• Deliver secure, convenient video banking in drive-through lanes
• Support future geographic expansion without building new branches
• Offer a differentiated experience that appeals to younger demographics

To ensure successful adoption, SAFE implemented a “blitz” strategy—staffing branches with support personnel for 45 days post-deployment to guide members through their first ITM interactions. “You don’t get a second chance to make a first impression,” Troup said. “We had people out there from 7:00 a.m. to 7:00 p.m. helping members walk through it.”

WHAT HAPPENED NEXT

More member engagement and improved operational flexibility

Its ITM rollout has transformed how SAFE serves its members. With extended hours and personalized support, members quickly embraced the new technology. One member shared, “I’m here because my son told me about it. I want to see what it’s all about.”

SAFE also saw increased efficiency and flexibility in its operations, and it continues to lead with innovation, blending high-tech convenience with personal service to meet the evolving needs of its diverse membership.