Aaron Vallely
Executive Vice President, Retail Experience and Operations
19 years at Hawaii State Federal Credit Union
The Challenge
Hawaii real estate is among the most expensive in the country. Hawaii State FCU's branches were running 3,000 to 4,000 square feet, and the credit union needed to operate in much smaller spaces. Aaron's team formed The Red Team with a single mission: figure out how to do it. Core integration with Fiserv was a requirement from day one, and they had six months from lease signing to go live.
The Solution
NextBranch partnered with Hawaii State FCU to deploy ITMs with full core integration. The three teams (NextBranch, Hyosung, and Fiserv) worked together and delivered without hiccups. New branches replaced traditional teller lines with ITMs, and what sealed the relationship was personal commitment: Adam from NextBranch flew to Boston to meet with their design team.
The Results
- 90% of teller transactions transitioned to self-service
- 96% of members across all generational segments said they would use the ITMs again
- Net Promoter Score improved by 5 points
- Branches with ITMs consistently score higher on NPS than traditional teller-line branches
- Staff training reduced from two weeks to four days
- Some branches now operate in as little as 300 square feet
In Aaron's Words
"One of the challenges here in the state of Hawaii is real estate is expensive, and our branches have typically been upwards in the 3,000 to 4,000 square feet. We asked the one question: how do we operate in much smaller spaces? What really solidified that relationship with NextBranch is Adam flew to Boston to meet with our design team. Through the partnership with NextBranch, Hyosung, and our core provider Fiserv, the three teams did work well together without any hiccups. We can now train people in four days instead of two weeks. 96% across all generational segments said they would likely use the machine again. It gives our employees more time to have conversations instead of standard transactions."
