Providing an on-point, creative solution that increases a client’s return on technology investment and produces the Raving Results we constantly seek to deliver.

The Client: Diamond Lakes Federal Credit Union

The Account Representative: Amber Castleberry

Problem Seek, Problem Solve.

Amber Castleberry turned an equipment issue into a big opportunity for an Arkansas Credit union, with 20+ older machines costing the organization money. All they needed was the relevant solution, which Amber delivered with thoughtful precision and excellence.

The Business Challenge

"The Diamond Lakes Federal Credit Union had really aged equipment, and they’d been putting off replacement for quite some time. For three months, it seemed like we’d replace a printer here, replace a printer there. I wanted to do an assessment," Amber said.

"But before I even approached that….

One afternoon, I was at their location and I overheard talk about a particular problem they were having at that branch. They had a new printer – they keep one type of check in the top drawer, and another type in the bottom. The machine was defaulting to the bottom, so the wrong checks were being printed on the wrong paper... I said I'd take a look at it while I was there."

The Thought Process

"I was able to solve that problem for them. But more importantly, I was at the right place at the right time. After I fixed their issue, it became a conversation. I asked a few questions and one thing led to another.

I feel like I established trust early on, because they were asking me for technical advice from that point on.

I then said to my contact there, ‘let me walk through and do an assessment, just gather information. I’ll give that to you and you’ll have an overview. I compiled a spreadsheet, gave her a page count, a volume for all three branches.

Her response was “if I could have it my way, I’d have this equipment replaced, everything from the top of the spreadsheet about halfway down. I told her I’d work to make it happen.

After running some numbers, I was able to show her a cost savings even though she was replacing half the equipment. And employees there would have newer equipment that they can count on to do their jobs."

The Prevailing Results

"We ended up replacing 14 out of 22 machines. But I was really proud of that experience. I really feel like, by being there at the right time and asking the right questions, I completely gained her trust.

It’s been a total turnaround in the way she used to talk to me. When I told her about a Canon model I thought she would like just the other day, she said ‘You know what we need. I trust your opinion on that.”