Case Study: Large Regional Bank achieves branch transformation and reduced transaction‑processing costs with FIS ITM solution

Enabling a retail channel optimization and branch transformation strategy

Large Regional Bank sought to execute a Retail Channel Optimization and Branch Transformation strategy that required deploying Interactive Teller Machines (ITMs) to streamline teller workflows for loan payments, credit card payments, commercial billers and traditional ATM transactions. The bank engaged FIS (coordinating with IBS Consulting and NCR) to define and deliver the ITM integration via a formal Product Definition and Design and provide program leadership for the initiative.

FIS led product definition, solution architecture and program governance—integrating ITMs, translation/animation servers and a transaction gateway to support ATM and real‑time teller modes for deposits, transfers, check cashing and bill payments. The FIS-led solution reduced transaction‑processing costs, shortened customer time‑in‑branch for simple payments, decreased teller queues while maintaining service levels for customers and non‑customers, and enabled faster funds collection; the engagement completed in mid‑2017.