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Improving the Retail Banking Experience Through Videoconferencing

March 14, 2014 | Telepresence Options


Story and images by Brad Hinton / Holiday Coast Credit Union

Australia's Holiday Coast Credit Union has reduced employee travel time and improved customer experience with video conferencing that connects its head office and 14 branches.

The sprawling geography of Australia can create real headaches for financial services employees and its customers. With video conferencing technology connecting our headquarters and branch offices, the Holiday Coast Credit Union�(HCCU) has saved at least 20 hours per week in travel time, improved staff productivity, and dramatically enhanced our member experience.

HCCU serves communities along the mid- to north-coast of New South Wales. Established in Wauchope in 1967, HCCU initially looked after the banking needs of the local dairy industry. Today HCCU is a successful community-based credit union with 14 branches stretching from Maitland in the south to Coffs Harbour in the north.

By necessity, our branches are quite geographically dispersed. Our head office is located in the middle of our branch network, and our furthest branches are a two and a half hour drive away on either side. This vast branch network helps us remain close to the issues that matter in our communities of service, and have garnered customer loyalty.

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