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Lake Michigan Credit Union, the largest credit union in Western Michigan, was looking to upgrade their existing ATM management system. Although they were using a single purpose ATM software package, their existing system required the maintenance of dozens of spreadsheets. The credit union was looking for a comprehensive solution that would eliminate their manual processes and allow them to easily manage their own ATM fleet, as well as a number of ATMs they were servicing for another nearby credit union.  

 

“The ATM management software that we were using generated a lot of paperwork and reports for us, but it didn’t do everything we really needed it to do,” said Hadaas Brower, assistant ATM servicing supervisor.  The Lake Michigan fleet of 96 ATMs — 88 machines owned by the credit union, plus another eight operated for a credit union in the area — is managed completely in-house.  Every aspect of their ATM program from transaction processing, to 1st and 2nd line field-service, to cash management, forecasting and delivery, to ATM balancing and reconciliation, and their toll-free customer help desk is all the responsibility of Lake Michigan staff. LakeMichigan also operates its own switch. In addition, because they provide management services for ATMs owned by another credit union, they needed a way to automatically generate monthly invoices for those services.  “We needed software that did as much as we did,” Brower said.