Balancing the demand for technology and bricks and mortar
File Photo / Tim Greenway
Christopher Emmons, president and CEO of Gorham Savings Bank, recently oversaw the opening of a branch and office space in Portland. The site combines a bricks-and-mortar presence with the latest technology.
Gorham Savings Bank in early April opened its new branch in the historic Grand Trunk building, at 1 India St. in Portland. The bank purchased the building's first floor just over a decade ago, and the second and third floor two years ago.
“We started drawing up plans [for renovations] almost immediately,” says CEO Christopher Emmons.
Construction started in June 2016, turning the first floor into a retail branch and the upper two floors into office space and a board room.
Despite the building's historic feel, customers will be greeted with an extensive array of technology.
There's a different customer service presentation, he says. For starters, there are no teller windows. Along with two offices to conduct business, customers will see an interactive teller machine (ITM), which looks like an ATM but offers via touchscreen automatic dial-in to a customer service representative located at the bank's customer service center in Gorham. The ITM can also be used as an ATM. Gorham Savings uses ITMs at its other branches.
“The ITM continues to be a piece of technology that we think will accommodate customers in a way that enables us to expand hours and still be able to give a high degree of personal service through the interactive video port,” says Emmons.
The ITMs also save on costs, requiring only one customer service representative at the Gorham office through extended hours, compared with two to four people to staff a branch.
The new branch also features a “technology bar,” where customers can use their laptop and devices, or use the bank's. Staffers are available to assist both at the ITM and tech bar. “Once our customers become familiar with it, they find it very accessible, and they still enjoy the interaction of dealing with a real person,” Emmons says.
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