BLOOMINGTON, Ind.—The $874-million IU Credit Union here has selected the Omnix Lobby Tracker solution from Atlanta-based FMSI.
The credit union, which has 11 locations, will now be able to offer a more streamlined member sign-in process, and improve their lobby service reporting capabilities.
“Due to its many limitations, we were not satisfied with our member lobby sign-in process, that involved a lot of manual processes, including a paper and clipboard,” said Julie Ragsdale, vice president, CAO, IU Credit Union. “FMSI’s lobby management software offers our membership privacy and a more streamlined branch experience. Additionally, it helps our branch staff to clearly identify who is next in the queue and what service is needed, and assists them in identifying scheduling and staffing needs.”
The FMSI Omnix Lobby Tracker helps banks and credit unions capture their branch pulse by tracking and measuring both the member experience and employee performance (with iPad and kiosk integration), the company said. With more than 25 unique service and sales reports including: employee productivity, account holder volume and cross-sell reports, FMSI’s sophisticated application is transforming how financial institutions are managing their lobbies.
“We selected FMSI because of the intuitive nature of the system, which makes it easy to use, and also because of the robust reporting features,” said Ragsdale. “The solution’s performance management tools will help us determine quantifiable service information, such as how we are spending time with our members, and abandonment rate metrics—allowing us to follow-up with members who left unassisted.”
“Without the right business intelligence, most financial institutions are not equipped to make a thorough evaluation of lobby performance levels,” said W. Michael Scott, CEO/chairman 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.”