There’s a special kind of frustration that comes with bad customer service—the kind where you’re paying someone to do a job, and they’re just… not doing it.
Brown-Forman Employees Credit Union knows this pain all too well. After years of dealing with unresponsive ATM management and machines that seemed to break down more often than a sitcom character’s love life, they’d had enough.
Enter Dolphin Debit, stage left.
A Credit Union With 90 Years of History (And Two Very Important ATMs)
BFECU isn’t your typical financial institution. Based in Louisville, Kentucky, this credit union is hitting a major milestone this year—90 years of serving employees at Brown-Forman Corporation, a heavyweight in the spirits and wine industry. Think bourbon. Think wine. Think really good stuff.
While most of their members call the Louisville area home, BFECU actually serves folks across 32 states wherever Brown-Forman has offices. Not bad for a single-sponsor credit union.
Here’s the thing: with just one physical branch at their main campus, ATMs aren’t just convenient for BFECU members—they’re essential. The credit union operates two machines, one at headquarters and another at a major distillery nearby. These ATMs save members from making unnecessary trips just to grab some cash.
“Having only one office location here on our main campus, it is very important for us to have ATMs available for our members to access cash when needed, saving them a trip,” explains Erin Walter, the credit union’s Manager and President.
When “Terrible” Is the Only Word That Fits
But here’s where things get messy. Those crucial ATMs? They weren’t exactly pulling their weight under the previous management company.
Walter doesn’t mince words: “Our former provider had terrible customer service. Our machines were outdated and frequently out of service. When we had issues that required service, they were not responsive at all.”
Imagine that. Your members need cash. Your machines are down. You call for help. And… crickets. Not exactly the kind of partnership that inspires confidence.
The Switch to Dolphin Debit
When it came time to make a change, Walter knew exactly where to look. “I was very familiar with Dolphin from multiple conference events. I knew exactly who to talk to when it came time to make a change,” she said.
Sure, BFECU did their due diligence and checked out other providers—you don’t make it to 90 years without being thorough—but ultimately, they went with Dolphin Debit.
Smart move.
A Complete 180 (Their Words, Not Ours)
The transformation was immediate and dramatic. “We have seen a complete 180 in terms of customer service,” Walter said. “Our machines look professional and up-to-date. The biggest difference is machine performance. We’ve seen little to no downtime, meaning our machines are always available for our members to use.”
Translation: The ATMs actually work now. Revolutionary concept, right?
The members have noticed too, and they’re happy about it. So happy, in fact, that BFECU is now considering adding a third ATM at one of Brown-Forman’s locations near Lexington, Kentucky. When something works, you expand it—that’s just good business.
The Bigger Picture
Joe Woods, Senior Vice President of Marketing and Partnerships for Dolphin Debit, puts it plainly: “Credit unions don’t have to put up with unacceptable levels of ATM downtime and poor customer service. There are better options to keep their members happy.”
He’s right. In a world where members expect 24/7 access to their money, a broken ATM isn’t just an inconvenience—it’s a broken promise. BFECU learned that lesson the hard way, but they’ve course-corrected, and their members are reaping the benefits.
Sometimes the best business decision is simply choosing to work with people who actually show up and do their job. Groundbreaking? No. But effective? Absolutely.
Related:
Michigan Credit Union Puts its ATM Management in Dolphin Debit’s Hands
Star USA Federal Credit Union Partners with Dolphin Debit, Gains Peace of Mind