Case Study: Orrstown Bank achieves a seamless omnichannel self-service experience with Diebold Nixdorf

Collaboration Drives Innovative Self-Service Capabilities for Community Bank

Orrstown Bank, a community bank based in Harrisburg, PA, wanted to extend its relationship-focused service into self-service channels and compete more effectively with larger financial institutions. To do so, it turned to Diebold Nixdorf for a way to offer customers more advanced ATM and in-branch capabilities, including teller-like transactions and two-way video assistance, through an omnichannel self-service experience.

Diebold Nixdorf implemented an advanced-function in-lobby teller terminal, the CS 9900 ILT, with flexible software integrations tied to Orrstown’s core and video platforms. The phased rollout enabled video-assisted transactions, standard ATM transactions with dual processing, and video-on-demand for advanced services, while also reducing operational complexity through recycling technology and improved back-end processes. Orrstown is now projecting a modest migration of in-branch transactions to the ILT, exploring a teller-less banking center model, and planning additional self-service innovations.

Orrstown Bank

Shashidhar Korithiwada

Chief Technology Officer and Senior VP