Find out about the three key components needed to implement a successful branch transformation: the people, the place, and the technology. To learn more, download a free copy of CSI’s white paper, Branch Strategy Determines the Future of Your Financial Institution.

1. It’s time to transform your most mature channel—the branch—into the
customer-centric environment today’s consumers are demanding. For this,
financial institutions must combine the people, place and technology.
2008
7,600
2013
5,600
2016
4,800
-36.8%
Decrease in average
teller transactions
from 2008 through 2016.
Novantas, Inc. via ABA Bank Marketing and Sales.
Within five years, more than 95 percent
of banking transactions are likely to take
place through direct or digital channels.
McKinsey & Company. 95%
TRANSFORMATION
3 ESSENTIAL ELEMENTS FOR
Here’s Why:
To Evolve, Here’s How:
TRANSFORM STAFF INTO UNIVERSAL BANKERS
ELEMENT #1
UNIVERSAL BANKERS
Specialize in everything and can answer
all but the most complex questions
=
Fewer branch staff needed
UNIVERSAL BANKERS HAVE:
Sales experience, ability to
build customer relationships
College degree:
finance or
management
Knowledge of
all bank products
and services
Expertise with
bank’s technology
Ability to handle
service- and
sales-oriented issues
Open
communication
style
REDESIGN YOUR BRANCH LAYOUT
ELEMENT #2
ELEMENT #3
Universal bankers can be
found everywhere on the
sales floor, not behind a
desk or booth.
YOUR BRANCH LAYOUT SHOULD:
Open up the floor plan
to encourage movement
and generate energy
Ensure design represents
you and your customers
Remove or limit physical
barriers to interactivity
Create spaces to
demonstrate your
technology
LEVERAGE TECHNOLOGY TO IMPROVE CX
• Enables mobile core access
• Allows bankers to move about freely
• Boosts staff efficiencies and productivity
• Creates more personalized
customer experiences
For self-service needs, allow customers to:
• Transfer funds • Stop payments
• Withdraw cash • Check balances
• Make deposits • Make loan payments
• Change address
• Feature core integration
• Provide a holistic customer view
• Allow universal bankers to identify
emerging customer needs
REAL-LIFE EXAMPLE:
Illinois National Bank, using
CSI CRM, launched call center.
TABLET INTEGRATION WITH THE CORE:
INTERACTIVE VIDEO TELLERS (IVTs):
Within 6 months:
485
121
2,252
Hours gained by retail staff to focus
on new tasks like cross-selling
Reminders generated
550
Appointments scheduled
410 Prospects converted into customers
Prospect and affiliate records created
© Copyright, Computer Services, Inc.
Combined with branch design changes, innovative
technologies let the universal banker assist customers
with almost any request using the latest tools, including:
CRM AND BUSINESS
INTELLIGENCE SOLUTIONS:
TO LEARN MORE, DOWNLOAD CSI’S WHITE PAPER:
Today’s Branch Strategy
Determines Your
Institution’s
Future.