How do I choose where to test technology? (Part 3)
Once you’ve assessed the market likelihood to adopt self-service, and evaluated customer behavior across your network, it’s time to examine the transaction mix at each of your branches. Which transactions will you target for migration to self-service?
Identify which transactions will work best via the self-service channel and understand how that will impact the remaining teller transaction volume. Keep in mind that not all routine transactions will shift from the teller line to self-service. Use industry benchmarks, and knowledge about your own network, to set a reasonable migration goal to plan for the gradual shift of transactions to self-service.
Do any of the branches stand out with a higher opportunity for freeing up teller time?