Case Study: CapEd Credit Union streamlines branch transactions with Kinective

Hybrid service model serves up the future of CX

CapEd Credit Union, a community-focused financial institution in Idaho, sought to modernize its branch experience. They wanted to move from traditional teller lines to a "Member Convenience Center" model that offered both efficient self-service options and personalized advice. Their challenge was that existing ATMs were not integrated with their core system, limiting transaction types and causing operational frustrations for staff with shared cash machines. They turned to their longtime technology partner, Kinective, for an integrated solution.

Kinective implemented its GENIX and NOMADIX solutions to create a hybrid service model. GENIX provided self-service kiosks fully integrated with the core, allowing members to perform a wide range of transactions independently. NOMADIX equipped universal associates with tablets to provide mobile, assisted service. This allowed CapEd to migrate thousands of transactions to self-service, achieve a one-to-many staff-to-hardware ratio for significant savings, and free up associates to focus on member advising and expertise.

CapEd Credit Union

Anna deLeon

Business Analyst