To improve service levels, Healthcare Systems Federal Credit Union has turned over management of its 20 ATMs to Dolphin Debit, the full-service ATM management company.
Healthcare Systems FCU, based in Falls Church, Virginia, serves members who work or volunteer in the healthcare industry in Virginia, Washington D.C., and two Maryland counties. Founded in 1969, the $82 million credit union has about 9,500 members.
Because Healthcare Systems FCU serves members who work in a variety of hospital facilities throughout the region, the credit union relies heavily on its network of ATMs to provide anytime access for members. To supplement the ATMs, the credit union has a traveling member service representative who visits each hospital facility on a weekly basis, to help new members open accounts, enable face-to-face communication, and answer questions.
“It isn’t always practical for people who work or volunteer in these facilities to run out to do their banking, so having access to cash right there is very important. When you are using an ATM as part of the face of your organization, you need a partner that is reliable and provides that good face,” explained Bill Hawkins, President and CEO of Healthcare Systems FCU.
The credit union had been outsourcing its ATM management for several years, but didn’t feel it was getting the level of service it needed and wanted from its provider. After checking out Dolphin Debit and hearing positive reviews from other Dolphin clients, Healthcare Systems FCU opted to move to Dolphin.
In November 2018, Dolphin began a rapid transition from the old ATMs to new ones, in an ambitious timeframe of about one week. Hawkins admitted that made him nervous.
“We had to ensure minimal disruption to our members in an environment where ATMs need to be available 24 hours a day, 365 days a year,” Hawkins said. “And Dolphin Debit delivered on that absolutely smoothly. They have never promised anything they couldn’t deliver.”
And also just as promised, Hawkins added, Dolphin Debit has been perfectly aligned with Healthcare Systems FCU’s values and its desire for a strong partnership rather than a vendor-customer relationship.
“The Dolphin folks seem to have our best interests at heart. Just like we credit unions know our members as more than their account numbers, Dolphin Debit treats us that way,” he said.
Healthcare Systems plans to add two additional ATMs to its fleet later this year.
“Strong client relationships have always been the key to our success,” said Gary Walston, co-founder of Dolphin Debit. “That is why we welcome potential clients checking us out with existing clients. We know that the good things they hear will often clinch their decision to come on board.”