Bank Customer Experience Podcast

Why old TCRs cost banks

Cook Solutions group joined ATM Marketplace on today's episode of the Bank Customer Experience podcast to discuss why old TCRs can cost banks in the long term and how banks should address TCR strategy more broadly.

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September 18, 2026

Teller Cash Recyclers began as simpler teller cash machines, helping tellers more quickly count and store cash. They then evolved into cash recyclers, able to manage multiple cash cassettes and recycle customer deposits for withdrawals. Over time, they seen further improvements such as larger capacity and vault features.

At the same time, many banks chose to use older TCRs or even rebuy older models, which can cause costs on both the customer and employee experience side. Cook Solutions group joined ATM Marketplace on today's episode of the Bank Customer Experience podcast to discuss why these old TCRs can cost banks in the long term and how banks should address TCR strategy more broadly.

Bradley Cooper, editor of ATM Marketplace, moderated the discussion with Katilyn Bridgers-Petrie, strategic solutions manager, and Scott Fieber, chief strategy officer at Cook Solutions Group.

Fieber discussed how, for many banks, they allow TCRs to fall by the wayside, continuing to purchase legacy devices, as they view them as a commodity.

One reason for that is that many FIs do not assign a C-level individual to oversee the TCR fleet, or, as Bridgers-Petrie discussed, "they had one 10 to 20 years ago, but roles changed over time, and the TCR fell by the wayside."

Fieber mentioned several potential downsides of older machines, such as:

• Increased downtimes.
• Lost customer experience.
• More difficulty retaining staff.

Once banks identify the need for a new TCR or strategy in place, Fieber recommended that they get everyone involved, including vendors and the decision makers into a strategic workshop to brainstorm ideas on how to manage rollout, and must-have technologies that deliver a stronger ROI.

Bridgers-Petrie gave a few examples of must-have technology such as "self-auditing."

She added that self-auditing means that "tellers are no longer having to spend time after hours to balance machines, audit all of your cash, you now have your TCR to do all of that for you. And with some manufacturers, you can do that completely unattended. You can have that done within the safe and no one is having to monitor that after hours like they previously done. That alone is a game changer and a big hit on the ROI."

To hear more, listen to the rest of the podcast above.

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