VACU had an existing branch locator on its website, but it didn’t deliver a level of customer experience in line with VACU’s high standards. VACU wanted to offer a best-in-class experience, comparable to other best-in-class service industry companies. It wanted a branch and ATM locator that was modern, worked on all devices, and presented a complete mapping of branch and ATM locations, all delivered quickly and seamlessly.
VACU partnered with COLAB to deliver a solution efficiently and with the highest standards of reliability and security. COLAB had extensive experience providing map-based solutions for enterprise-level clients, such as the Virginia Lottery, and numerous other banks.
The COLAB team immediately recognized that a central challenge for VACU’s branch locator was consolidating and standardizing the data for its branches. Vital information about the branches and ATMs — such as location addresses, hours of operation, and services provided (e.g. full-service branch or ATM only) — was stored in different places and in different formats. COLAB needed to bring this data together into a centralized system in order to feed the map consistent and accurate branch/ATM data.
Another challenge was that many of VACU’s ATMs are located within Sheetz and Wawa stores, making it important that the branch locator could distinguish which type of location appeared on the map. When a customer is in their car, using a phone to search for an ATM, they need the map to illustrate which results are ATMs housed within another storefront, which are free-standing ATMs, and which are VACU branches.