Clonmel Credit Union
How Sesami Helped Clonmel Credit Union Transform Customer Service with TCR Technology
Clonmel Credit Union embarked on a major transformation journey, investing over €2.5 million in revamping branch facilities and adapting digital as a cornerstone of how it delivers member services.
Business Objectives
Clonmel Credit Union embarked on a major transformation journey, investing over €2.5 million in revamping branch facilities and adapting digital as a cornerstone of how it delivers member services. At the heart of this transformation was Sesami’s Teller Cash Recycler (TCR) solution, implemented through trusted partner Money Point. The outcome?
Enhanced operational efficiency, empowered staff, and a vastly improved experience for both employees and most importantly it’s members.
The Challenges
Clonmel’s traditional teller operations relied on manual cash handling, which ledto time-consuming routines, increased risk of errors, and inhibited real customerengagement. The leadership team sought a solution that would:
- Improve how the team delivered service through generating efficiencies
- Ensure ECB compliance on note authentication and fitness
- Enable a more personal, conversation-driven customer experience
- Remove non value add admin tasks at start and end of day
"The TCR enables a far better member and staff experience. Staff can now have quality conversations with our members about their financial needs. It’s a win-win. Working with Sesami and Money Point has been excellent, we look forward to evolving with them into the future."
— Pádraig Enright,
CEO, Clonmel Credit Union
The Solution
Clonmel Credit Union deployed four Sesami CM18T TCRs, three on the teller line(serving six tellers) and one in the back office for loan officers. These intelligent cashautomation devices seamlessly integrated with existing systems and were installed aspart of a broader infrastructure redesign.
The Results
- Faster Transactions: Staff no longer count or sort cash manually. Tellers at Clonmel’s counter handle up to 1,000 transactions per day, including as many as 160 cash transactions each, a remarkably high volume for a single branch.
Given the scale, manual handling increases the risk of errors and delays, especially during end-of-day balancing, often requiring staff to stay late to identify discrepancies.
With the CM18, cash is validated, counted and balanced automatically, eliminating manual tasks, reducing error risk, and freeing up valuable staff time, delivering both faster service and lower operational cost. - Compliance & Security: Every Credit Union handling cash must meet the ECB’sBanknote Recycling Framework, which requires incoming euro banknotes tobe authenticated, and outgoing notes checked for fitness. This is a demandingprocess that many manual cash-handling Credit Unions struggle to fulfilconsistently.The CM18 ensures full compliance by automating both authentication andfitness checks at the teller line. Integrated with the banking system and alarminfrastructure, it delivers secure, ECB compliant processing without addingworkload or cost.
- Operational Efficiency: Staff complete start and end of day requirements muchfaster with TCRs providing real-time cash balances, removing the need for manualreconciliation.
- Customer Experience: Freed from cash-handling distractions, staff can now focuson conversations based on the members financial needs, enhancing memberengagement and trust.
- Flexible Member Service: Staff have more time to engage proactively withmembers, whether in-branch or on-site at member businesses.
"The CM18T makes daily operations seamless, from instant start-of-day readiness to real-time balancing at close. It’s a secure, compliant, and efficient solution that our clients love. And thanks to regular servicing and ongoing support, these TCRs stay reliable for over a decade."
— Tony Farrell,
CEO, Money Point
Strategic Differentiation
While many financial institutions are reducing hours and services to cut costs, Clonmel took a different approach. As their CEO Pádraig Enright explained:
“We invest in phone, we invest in frontline, we invest in TCRs, and we continue to invest in digital. Unlike retail banks, our goal is not to push Members & customers toward one channel or another, rather to empower them with options, the member/customer will choose the blend of channel or service that suits them. TCRs support that flexibility by really enhancing in-branch experiences”
This philosophy is key to their strategy: offering hybrid, choice-driven service that prioritizes customer experience.
Resilience in the Digital Age
Digital banking is the way of the future and allied with this Clonmel recognizes the ongoing importance of providing access to cash as an option for members. Their decision to maintain cash services through TCRs reflects a commitment to reliability, member preferences and well-being.
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