Tips for a Successful ITM Channel: Helping Your Account Holders Embrace the Future of Banking
Interactive Teller Machines (ITMs) are changing how banks and credit unions serve their communities. By combining the convenience of an ATM with the personal service of a live teller, an ITM serves as a flexible, modern solution for everyday banking.
While ITM technology is impressive, making the most of its potential requires a thoughtfully-crafted rollout. Financial institutions must take steps to ensure consumers understand, trust, and embrace this evolving hybrid banking channel.
Do you need guidance on building an effective ITM channel? Here are some tips and thoughts to help you maximize your ITMs.
Start with Education and Empower Your Staff and the Account Holders
For many consumers, using an ITM will be a new experience, and some may be intimidated. It is important to remember that not everyone is familiar with the concept or comfortable with new technology. Account-holder education is critical.
Use clear signage and in-branch video loops to explain how ITMs work, and involve your team. The members of your staff will be your best ITM ambassadors. Train them on ITM features and benefits, and encourage them to promote the technology to every account holder. When staff members are confident and enthusiastic, that energy transfers and helps consumers feel good about using the technology.
Encourage frontline team members to account holders through their first ITM session. A friendly and hands-on introduction will build trust and consumers will continue using ITMs after a great first experience.
Identify the natural ITM champions within your staff and allow them to lead by example, answer questions, and show everyone how helpful ITMs can be.
Make the ITMs Easy to Use
A successful ITM channel starts with a seamless user experience. The interface should be intuitive, with clear prompts, simple language, and accessible features.
Also consider supporting multiple languages, large text, and other accessibility options to make ITM transactions easier for a broader range of consumers.
Extend Your Service Hours
One of the most impactful benefits of ITMs is that they surpass the limits of typical banking hours.
With remote teller-assisted ITMs, you can keep tellers available longer and allow account holders to complete complex transactions long after the physical branch closes for the day.
Ensure your account holders know the extended hours and many will take advantage. Promote them on your website, social media, and signage inside the branch. Add a note to your voicemail or online chat system. Give the consumers plenty of opportunities to learn about the extended remote teller hours.
Choose the Right Locations
Location plays a significant role in ITM adoption. The best placements are convenient, safe, and highly visible.
Drive-thru lanes, branch vestibules, and retail centers are excellent options, as they offer easy access and natural space for foot or vehicle traffic. Good lighting and visible security measures, like cameras and emergency call buttons, will help build account holder confidence and encourage adoption.
Offer More Than Just the Basics
If account holders think ITMs are just for deposits and withdrawals, they may not see the full value. An enhanced transaction set with features like loan payments, check cashing, account transfers, and bill pay will encourage deeper engagement with your ATMs, including the ITM capabilities.
When consumers realize they can complete nearly all of their banking tasks through an ITM, with help from a live teller available if needed, they begin to see the ITM as an everyday extension of your physical branch.
Keep The Machines Running Smoothly
Nothing turns an account holder’s mood faster than a machine that is out of order. ITMs are only effective if they are reliable.
Routine maintenance is crucial to minimize downtime and maintain trust. But do not stop there. Strong security features are also a must. Partner with an experienced fintech firm that can help you monitor and maintain your machines.
Spread the Word
If you want account holders to use ITMs, you have to market them. Many account holders still do not know what an ITM is, let alone how it benefits them.
Use every channel: social media, email newsletters, in-branch posters, and teller receipts. Emphasize how ITMs reduce wait times, offer teller assistance, and extend service hours.
The more familiar account holders become with the benefits, the faster adoption will grow.
Improve Efficiency from the Inside Out
ITMs help your account holders and your staff. By handling routine transactions, ITMs free up your staff members to focus on higher-value account holder interactions inside the branch, significantly boosting efficiency.
Get Help Laying the Groundwork for Successful ITM Implementation and Adoption
Launching a successful ITM channel is not just about picking up the latest technology. Deploying ITMs means ensuring consumers understand the value and want to use remote teller capabilities. That means meeting them where they are, offering guidance when they are unsure, creating convenience for them, and building trust every step of the way.
With thoughtful planning, clear communication, and a consumer-first approach, ITMs can streamline operations and elevate the banking experience for everyone.
Want more guidance on ITM deployment and strategies to ensure adoption?
Call 800-423-EDGE (3343) to speak with a subject matter expert on ITMs.