HOUSTON– Three California credit unions have turned over operation of their ATM fleets to Dolphin Debit, which provides full-service ATM management services.
Selecting Dolphin Debit were:
- The $217.1-million Pacific Postal Credit Union in San Jose, which has 14,186 members.
- The $102.8-million Mission City FCU in Santa Clara, which has 4,871 members
- The $169-million Pasadena FCU in Pasadena, which has 11,000 members.
For Pasadena Federal Credit Union (PFCU), the decision to go with Dolphin Debit was all about service, according to the company, which said PFCU wasn’t getting the service levels that it wanted from its previous provider.
SEGs ‘Got Upset’
That provider “just did a lot of things without telling us and our SEGs got upset,” said John Schaefer, vice president of Member Service and Marketing for Pasadena FCU, in a statement. “We’re not in the habit of blaming third parties when communicating with our members and this put us in a position where the perception was that we were the ones falling short on service levels.”
PFCU started by putting Dolphin Debit in charge of a single new machine and liked what it saw in terms of pricing and service, the company said. Upon expiration of its old contract, PFCU moved its fleet of half a dozen ATMs to Dolphin Debit.
Now, Schaefer said, the credit union is getting the type of service that it hasn’t seen in a long time.
“Because credit unions provide great service to our members, we tend to expect it from our vendors,” Schaefer said. “Dolphin Debit is all about that. They have the right approach and right mentality, and that was important to us.”
“Service really is what ATM management is all about,” said Gary Walston, co-founder of Dolphin Debit. “Credit unions can only provide this valuable service to their members if their machines are reliably maintained and absolutely dependable. That is what we deliver for all our clients, from coast to coast, who turn over the ownership and operation of their fleets to us.”