AMOCO’s in-branch strategy fosters expansion without burdening staff
By combining video banking, self-service kiosks, and flexible branch spaces, AMOCO delivers personal, consistent service that empowers staff, delights members, and fuels sustainable growth.
Results
15+ flex offices
75% reduction in staffing needs
>90% customer satisfaction
About AMOCO
AMOCO Federal Credit Union was founded in 1937 in Texas City, Texas, originally to serve the employees of the Amoco oil refinery (then known as Pan American Refining Corporation). Over the decades, AMOCO FCU has expanded its membership well beyond its original oil industry roots, proudly serving more than 100,000 members across multiple communities in Texas. As it has grown, AMOCO has stayed true to its core mission: to be a reliable financial partner to its members.
110K Members
11 Branches
$1.4B in Assets
Opening new branches when staffing is as expensive as ever
Expanding into new communities was a priority for AMOCO, but the traditional branch staffing model was a major roadblock. Hiring, training, and retaining large in-branch teams limited how quickly AMOCO could expand.
Discover how AMOCO opened a new branch that operates with just 5 employees compared to its normal 20.
The Challenge
AMOCO’s busiest branches historically required up to 20 employees to maintain high service standards and keep member wait times low. This high headcount made launching new branches cost-prohibitive, especially in smaller or new markets where building brand trust is gradual.
Invo’s Solution
By partnering with Invo Solutions, AMOCO introduced a smart blend of video banking and self-service kiosks that allowed them to open a new Magnolia Creek branch with just 5 employees, a 75% reduction in staffing needs. Members still enjoyed the same personalized service while AMOCO significantly lowered overhead, freeing resources to reinvest in growth and community outreach.
“Seeing the same friendly AMOCO faces on screen has definitely helped reinforce that familiarity and that comfort.”
Video Banking Manager at
AMOCO Federal Credit Union
Courtney Hilberth
Becoming more accessible to members with consistent service
AMOCO Federal Credit Union prides itself on being its member’s financial partner. AMOCO wanted to be accessible to members anytime and anywhere, without losing the personal face-to-face connection they value.
Learn how Invo’s system is helping AMOCO track booming customer satisfaction rates
The Challenge
As member expectations grew and daily life became more mobile, AMOCO needed a way to reach members outside the branch while ensuring service felt just as personal as it does in person. Many members still preferred seeing familiar faces, and the team wanted to guarantee that experience was always available, without long waits or even a trip to a physical branch.
Invo’s Solution
With Invo’s video banking and self-service kiosk tools, AMOCO made it easy for members to get a face-to-face interaction, even if they couldn’t make it to the branch. And real-time survey scores for video interactions at AMOCO reflect greater than 90% customer satisfaction, showing that these face-to-face interactions over video are just as effective as in-person.
Making better use of existing branch space.
As AMOCO modernized its operations, there was an opportunity to rethink how to best use physical branch space. The question became: How can we utilize the existing branches we have to create better value for our members and greater flexibility for our staff?
Looking to get more use out of empty offices? Here’s how AMOCO turned idle workspaces into video banking kiosks with ease.
The Challenge
Traditional branches often have underused offices, whether that be when employees are out for PTO or even just on a lunch break. Shared office spaces that don’t house full-time employees can also have staggered schedules, leading to days with virtually no use. AMOCO didn’t want to let those spaces sit empty for days or even weeks at a time as they struggled to find space in their existing branches. So, they challenged Invo to put the idle spaces to work.
Invo’s Solution
Rather than allowing unused offices to stay idle, AMOCO created 16 “flex offices” using Invo’s technology. When staff are on-site, these spaces function as regular offices. When empty, they flip seamlessly into a video banking kiosk, thanks to Invo’s plug-and-play software. AMOCO was able to turn 16 standard offices into 16 dynamic member-facing offices, where they can complete 90% of banking transactions through video. The best part? This can be done without adding any hardware. All these kiosks need is a desktop computer with a webcam.
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