With today’s immediate gratification mindset, cardholders expect financial institutions (FIs) to be able to meet their needs with speed and convenience, and they want to be able to interact or conduct business in a branch. In fact, a 2021 CivicScience report found that the biggest determinant for choosing an FI remains how close a physical branch is to a customer’s or member’s home. With these expectations factored in, it’s no wonder instant issuance continues to grow as a popular option. [A]n Aite-Novarica survey of 139 banks and credit unions found that 63% of them currently offer either in-house or SaaS-based in-branch instant issuance.

This market expansion has led to new instant issuance models that are as diverse as the individual needs and interests of the institutions they serve. An FI must balance cardholder expectations against broader business objectives, and FIs must consider factors such as branch strategy, cost, and operational and training needs in establishing their program. With that in mind, three primary cloud-based instant issuance models have emerged. All of these models provide the benefits of a SaaS approach that enables more streamlined implementation without the need for bank IT integration.

1. Hub-and-spoke instant issuance: In this model, the FI establishes “hub” locations. These hubs, in turn, provide service to other branches (i.e., “spokes”) by printing cards and mailing them for cardholder pick-up. This approach requires less equipment and less staff training as only select locations have card issuance capabilities, although the cardholder won’t be able to leave a “spoke” branch with a card in hand at the time of the initial request.
2. Branch-specific instant issuance: Each branch has its own card printer, and the branch staff has been trained on the process so that customers and members can receive their cards onsite at the time of the request. This option involves higher up-front investment, but it offers a consistent, faster response to a cardholder's need.
3. Central office instant issuance: A consolidated offering, this model empowers the FI’s call center to manage card issuance. The call center takes the request, oversees printing, and mails it out to the cardholder’s branch. It creates a centralized, cost-effective offering, but it may increase the time it takes for the card to reach the customer or member.

Choosing the right instant issuance model

To choose the right model and address cascading details, FIs need an experienced, knowledgeable provider to help them navigate the decision process. For example, beyond the model itself, FIs must consider whether to select a high-definition retransfer printer or a direct-to-card printer. That answer requires the FI to consider expected volume, brand requirements and budget. A strategic supplier can help them to determine the right fit for their priorities.

And what happens if a printer malfunctions or a staff person has an issue? Live, 24/7 customer service enables a faster response without having to submit a ticket and wait for a call back within a given service level agreement timeframe. Access to this type of customer service allows the FI to problem solve behind the scenes, so customers experience more seamless front-end customer service that effectively meets their expectations.

Clearly, in instant issuance programs, details matter. And as the market continues to evolve, programs will grow in their complexity. Having a knowledgeable provider who understands the intricacies and is equipped to meet them will go a long way toward ensuring the program’s success.

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CPI Card Group® is excited to introduce Spectrum by Card@Once®, the company’s first retransfer printing solution for instant issuance. With the addition of Spectrum, issuers now have a premium Software-as-a-Service (SaaS) option for printing high quality debit and credit cards in branch and on demand to support an enhanced customer experience.

Spectrum is a premium, high definition retransfer printing solution with over-the-edge printing capabilities. Using the process of reverse image thermal transfer, Spectrum prints the entire card image onto thin substrate, then heat transfers the design to the card surface. The printer head never actually touches the card surface, allowing it to print in high definition with 600 dpi (dots per inch) image quality.

What this all means is that you get vibrant, high-quality printing across the entire card surface, creating images with long-lasting durability. The use of high definition retransfer technology makes Spectrum ideal for dynamic full-color printing.

When combined with CPI’s robust Card@Once® design library, Spectrum enables financial institutions to instantly issue cards featuring eye-catching, compelling designs. Banks or credit unions are able to select designs and images from the library, then either issue cards with a distinct look, or offer their cardholders a selection of visual options from which to choose.

Spectrum by Card@Once complements CPI’s standard printer option, Precision by Card@Once®. Both printers produce high quality cards to meet your cardholders’ immediate needs at new account opening or to reissue lost or stolen cards.  Whereas Precision is ideal for value-conscious issuers, Spectrum is the premium choice for financial institutions desiring superior print quality. If you and your cardholders are seeking the most vibrant, dynamic image quality, Spectrum is the choice for you!

With the introduction of Spectrum, the Card@Once® full-scale instant issuance solution is more powerful than ever. CPI’s state-of-the-art printers produce new cards within minutes. The cloud-based solution is supported by a full team of implementation coordinators and support specialists — and backed by our commitment to providing exceptional service, including 24/7 real-time support.

Enjoy the simplicity and flexibility of instant issuance with Card@Once from CPI®, now featuring a retransfer printing option with Spectrum by Card@Once.

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Rob Dixon is the Director, Product and Business Development at CPI Card Group

Exciting news! CPI’s Card@Once is now integrated with FIS Payments One™, a comprehensive suite of payments solutions and a global leader in financial services and payments technology. This new and robust unified card processing platform promises to empower financial institutions by offering a superior banking experience.

This latest integration with the Payments One card servicing platform allows us to better service our mutual customers and offers an even more seamless end-to-end Card@Once instant issuance experience. Branches using this integration will be able to instantly print and issue fully activated EMV®, dual interface, and magnetic stripe cards in-branch and on-demand, giving their cardholders immediate buying power.

“CPI is very excited to offer Card@Once customers a simple, yet robust integrated experience with the Payments One platform,” says Megan Meek, Card@Once Integration Manager. “This is a significant opportunity for us to deliver innovative solutions to banks and credit unions that are sure to provide an exceptional customer experience and are easy for branch staff to implement and onboard.”

Card@Once is the first Software as a Service (SaaS) instant issuance solution in the market with over 20 established integrations, and serves over 1,600 financial institutions. This cloud-based solution works with an Internet connection - and is quick to implement, giving branches the ability to respond on-site to customer requests for new and replacement cards. CPI provides initial training during the implementation process while offering exceptional 24/7 real time support (from our U.S. facility). The solution features a Knowledge Base that conveniently features videos, webinars, and structured online courses for continued Card@Once user education via an online portal.

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^{FIS Payments One™ is a registered trademark of FIS and its subsidiaries}

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Rob Dixon is the Director, Product and Business Development at CPI Card Group

The design of cards plays an important role for banks and credit unions, serving as an extension of their brand, a way to connect with local community, a means to visually delight cardholders – or all of the above. This is why adopting a new solution like instant issuance, which allows cardholders to visit a branch and walk out with a new or replacement card in minutes, shouldn’t mean financial institutions have to compromise on the quality of their card design. In fact, through the right technology partner, issuers can see instant issuance become an extension of their centralized issuance programs, with high print quality designs further boosting the solution’s impact.

For customers using its Card@Once® solution, CPI Card Group® offers a robust card design library – allowing financial institutions to instantly issue cards that also feature eye-catching, high quality designs. Banks or credit unions are able to select designs and images from CPI’s Card@Once library, then either issue cards with a distinct look, or offer their cardholders a selection of visual options from which to choose.

For many smaller issuers without the resources to support in-house design capabilities or pay vendors for graphics services, Card@Once can serve as a highly cost-efficient value-add. Working with CPI, financial institutions can opt for designs printed and personalized on blank white card stock or preprinted in bulk. By conveniently bringing high print quality designs into the instant issuance equation, financial institutions can unlock remarkable branding and marketing possibilities and better compete for top-of-wallet status.

Whether it’s a standard, sleek look or imagery of animals, scenery, sports and more – issuers can combine card designs and instant issuance to connect with cardholders on a more meaningful level. Furthermore, there are benefits for financial institutions that choose to offer a batch of card designs and let cardholders pick the look of their new or replacement card themselves. The simple act of empowering a customer with choice – even if only between a handful of options – can bolster engagement and the connection they feel to their newly issued card.

All in all, Card@Once’s ability to combine instant issuance and innovative design options can make for truly impactful branch marketing and branding initiatives. However, even as a baseline, the ability to equip cardholders with instant purchasing power through a visually meaningful or resonant card can help financial institutions take the branch experience to the next level. For cardholders, getting a new or replacement card at a branch instantly when they need it is already a valuable convenience. But when that same card features a striking, unique design that gives cardholders a sense of exclusivity or personality – the convenience may feel a little more like magic.

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Rob Dixon is the Director, Product and Business Development at CPI Card Group

Core providers serving banks and credit unions are already in the business of their customers’ success. By adding instant issuance to their suite of technologies and services, they have the opportunity to take customer commitment one step further.

Whether you’re a core processor, platform or management systems provider, the value of integrating a cloud-based, end-to-end instant issuance solution with your offering can prove significant for the issuers you serve. The following three benefits show precisely why delivering instant issuance via core integration is a win-win-win – for you, your customers and their customers.

1. Enhanced Customer Engagement

The ability to print and provide payment cards for customers onsite is a valuable capability for any financial institution, as the alternative is shipping via mail, which can take several days. By bringing instant issuance to issuers through a core integration, core providers allow them to respond quickly to customer requests for new and replacement cards. At a time when instant gratification is the norm, giving customers the ability to visit a branch and walk out with a new card – whether they’re a new accountholder, a member who lost their card or otherwise – is a critical convenience that strengthens engagement. Separately, it also frees up branch staff and creates a new touch point for customer interaction, giving them more time overall to spend serving customers. When customers can simply visit their branch when in need of a card, the branch staff can answer additional questions and provide related financial advice – potentially gaining an opportunity to deepen the customer relationship. For core providers, enabling these advantages for issuers helps them deepen their customer relationship.

2. No Dual Entry

To achieve the singular goal of instantly issuing a card for immediate usage to cardholders, financial institutions are often required to manage card ordering and account maintenance from multiple locations, otherwise known as “dual entry.” Staff must handle another system and set of steps in the issuance process. Financial institutions that have instant issuance integrated with their core eliminate the extra steps of dual entry, providing them with a more seamless card issuance process while making for an accurate and quick delivery to customers.

3. No Additional IT Headache

By integrating and streamlining instant issuance, core providers invest their IT resources to implement the solution through their core platform so that their customers can enjoy a more efficient experience – minimizing the need for IT resources from the financial institution or branch. A branch’s system is able to issue cards instantly through the core provider’s platform. And with the right integration partner, the entire program set-up and ongoing system maintenance for an instant issuance solution can be managed by the instant issuance provider. For a core provider’s customers, this means not having to dedicate any of their own IT or staff resources to support instant issuance – while still enjoying all its advantages.

Today, core providers across the country rely on Card@Once® from CPI Card Group® to extend the value of instant issuance to their customers. Card@Once is integrated with a number of cores and processors*, helping numerous banks and credit unions see remarkable cost-efficiencies and convenience at their branches.

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^{*Integration requires the cooperation of the core provider.  Not all core platforms are available for integration.}

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Rob Dixon is the Director, Product and Business Development at CPI Card Group