When you walk into a bank branch, there’s the typical run-of-the-mill things you expect to see — from teller lines to pens and deposit slips. Farmers National Bank’s newest branch, the Lab Branch, is anything but typical.
Now open at 4538 Boardman-Canfield Road near the Route 11 ramps, the Lab Branch features all of the bank’s emerging technology and customer service initiatives in one convenient location for customers to use. The idea was to create a customer experience like no other branch in the market.
“With the Lab Branch, we took a traditional bank branch concept and completely redefined it to focus on digital innovations and customer experience. Through this process we created a truly one-of-a-kind banking experience that our customers have never seen before,” Amber Wallace, Executive Vice President, Chief Retail/Marketing Officer, said.
Inside the Lab Branch, customers are greeted by Branch Manager Ricardo Cruz and his team of Universal Bankers who assist customers with banking needs. And while the tellers aren’t physically at the Branch, customers can still connect with them via Interactive Teller Machines (ITMs) in the lobby, vestibule and drive-thru. These ITMs allow customers to connect with a teller housed at the Customer Service Center to complete their transactions virtually.
In addition to the new technology, the branch also includes a large video wall and relaxed atmosphere to encourage conversation with the team.
Customers will find more than just ITMs at this branch. The Lab Branch will provide an environment for Farmers to test out new customer service and technology initiatives and gain feedback on the experience — hence its name. The insights gained from this branch will aid in the rolling out of new technologies and services bank-wide.
“We’re excited for our customers and the community to experience everything the Lab Branch has to offer. While we think digital adopters will especially like these features, Ricardo and his team are ready to make sure this new technology is accessible to everyone,” Wallace said.
The Lab Branch lobby is open Monday through Thursday from 8:30 a.m. to 5 p.m., Friday from 8:30 a.m. to 6 p.m. and Saturday from 9 a.m. to 12 p.m. The drive-thru is open Monday through Friday from 8 a.m. to 6 p.m. and Saturday from 8 a.m. to 12 p.m. Customers can also use the 24-hour ATM in the vestibule.