Better Support Behind Better Member Service: Eastman Credit Union’s Partnership with Ellsworth
For Nikki Williams, manager of teller operations at Eastman Credit Union, technology has a clear purpose: help her team serve members.
That makes the equipment supporting teller operations important, but it also makes the service behind that equipment essential. When questions or issues arise, the team needs a partner who responds and understands what is at stake.
Eastman Credit Union’s relationship with Ellsworth Systems began with a trial of teller cash recyclers, or TCRs. By the time of Nikki’s interview, the partnership had grown over nearly three years. Alongside the teller technology relationship Nikki describes, Ellsworth also installed March Networks video surveillance for the credit union.
The Problem: Supporting Efficient Teller Operations and Dependable Service
Eastman’s interview points to an ongoing operational need: make teller processes more efficient while ensuring help is available when equipment issues arise.
For Nikki, the goal is better member service. The technology and vendor relationships supporting her team need to make that work easier.
Evaluating TCRs gave Eastman an opportunity to explore how the equipment could support that goal. The trial also became the starting point for evaluating Ellsworth as a service partner.
The Ellsworth Solution: TCRs Backed by a Collaborative Service Relationship
The relationship began with a TCR test run. Ellsworth’s work at Eastman also includes the installation of March Networks video surveillance. That security project is a separate part of the relationship from the teller operations experience Nikki discusses in her testimonial.
Nikki describes Ellsworth’s approach as collaborative. Rather than feeling like another sales conversation, the relationship centers on helping her do her job.
That approach carries through to technical support. When issues arise, Nikki says Ellsworth responds quickly and makes an extra effort to help, including when technicians cannot immediately be at the branch or location.
She specifically recognizes technicians Tim and Joey for the quality of their support. Those personal relationships give Eastman a familiar team to turn to when assistance is needed.
The Result: More Streamlined Processes and Stronger Member Service
Nikki reports that TCRs have made teller processes more effective, quicker, and more streamlined.
The benefit connects directly to her responsibility for member service: Ellsworth’s equipment and support help Eastman better serve the people who rely on the credit union.
“My job is to provide service to our members, and they provide the same level of service to me as their member,” she explains.
That experience has made Ellsworth stand out among Eastman’s vendor relationships. The partnership combines useful technology with responsive people who understand the work it supports.
For Eastman Credit Union, the result is a more streamlined teller process and a service relationship that helps the team keep its focus on members.
Evaluating teller cash recyclers or support for your branch technology? Explore Ellsworth’s solutions to discuss your institution’s needs.