West Gate Bank engaged NuSource when they were ready to transition their technology. As a strategic initiative to transform branches towards a self-service model, West Gate began proactively replacing most of their ATM network with ITMs. COVID-19 has only accelerated the pace of this transformation.

West Gate Bank’s EVP shares, “We first implemented ITMs in mid-2020 and are aiming to have 20 by next fall. Operationally, we are transitioning completely away from ATMs, particularly in our drive-through setting. As we remodel our branches, we are adding more ITMs, not just replacing existing ATMs. As we transition more towards self-service, the ITMs alleviate staffing needs.”

West Gate considers Hyosung to be the leader in the ITM space, highlighting the machine’s ease of use and implementation as being particularly differentiating. Further, their customers have found the machines quite intuitive, as evidenced by a declining need for teller assistance: “We’ve gone from 38% teller-assisted transactions to 14%. That speaks volumes to how easy the technology is to use. Hyosung is leaps and bounds ahead of the competition in this regard.”

West Gate has been thoroughly impressed by NuSource Financial’s customer service over the course of their relationship, noting the company’s strong response times and willingness to go the extra mile for its customers, “NuSource’s customer service has been phenomenal. During the initial transition to Hyosung, we worked some late nights. I would tell our technician that he could head home and start again tomorrow, however, he insisted on working until the problem was fixed. I don’t know if I can get my people to be that dedicated to our business, let alone our vendors.”

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Real Results from West Gate Bank