ATLANTA–FMSI, a provider of workforce optimization solutions, has announced that Langley FCU, Marine FCU, Ent FCU, Digital FCU and Hawaii USA FCU have all adopted the company’s Omnix Lobby Tracker solution in 2015. The five credit unions can now better track employee interactions with account holders in the branch, and improve their focus on getting more sales, FMSI said.
“We’ve seen an increased interest from the industry around attaining a better understanding of the sales and service processes in the branch,” says Gordon Williams, EVP of Sales at FMSI. “Where in years past these same institutions relied on less structured branch process evaluations, they’re now focused on gathering more consistent and reliable performance management information, like: wait-times, assist times and cross-sell ratios—and our Omnix Lobby Tracker product is exactly what they’re looking for.”
According to the company, the FMSI Omnix Lobby Tracker helps credit unions capture their “branch pulse” by tracking and measuring both the member experience and employee performance (with iPad and kiosk integration). With more than 25 unique service and sales reports, including employee productivity, account holder volume and cross-sell reports, Omnix Lobby Tracker is transforming how financial institutions are managing their lobbies.
“Without the right business intelligence, most financial institutions are not equipped to make a thorough evaluation of lobby performance levels,” said W. Michael Scott, President/CEO of FMSI. "FMSI has more than 25 years of experience helping banks and credit unions improve the productivity of their staffs through meaningful business intelligence. Our unique solutions for measuring lobby performance regularly reveal areas for better service, sales and productivity."
Coupled with a queue management system (with iPad & Kiosk integration), upon implementation, OLT dramatically professionalizes the account holder service experience through an advanced eClipboard online portal—offering user service alerts and complete real-time service performance dashboard reporting throughout the institution’s management structure, FMSI said.
By providing unique lobby service and sales reports, FMSI’s Omnix Lobby Tracker™ also effectively supports senior management in making critical lobby management decisions, it added.
Separately, FMSI has released an infographic that illustrates the role that branch appointment software can play in reducing employee downtime and lobby abandonment, along with the related costs. See below.