Today’s financial services clients need to be served around the clock. Institutions are tasked with finding the best way to develop capabilities, enabled by technology, that address the operational and logistical challenges inherent in operating in a customer-driven, 24-hour world.

Existing credit union distribution models are shaped by several factors, including the traditional route to market and how clients connect and interact with the institution. Starting with branches, the traditional distribution model has evolved with the development of technologies such as the telephone, ATMs and the Internet. While these technologies provided increased options for clients to interact and transact, they were still affected by constraints of the existing operating model– the availability of staff with the requisite skills.

How so? Contact centers, telephone, and online transactions required a shift in staffing models to enable customers to interact and transact outside of the normal work day. ATMs began to allow customer self-service for certain basic transactions at any time of day. Collectively, these technologies extended operating hours for clients, but services were limited due the fact that the expertise required for more complex services were still unavailable outside the traditional workday.

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