TAMPA, Fla.–Tampa Bay FCU has selected the Omnix Lobby Tracker solution from FMSI, a provider of branch software.
The $270-million CU said it can now better track employee interactions with account holders and improve their overall efficiency and lobby analytics at their five locations.
“Tracking our lobby traffic has been a priority for us for many years, and when our original system showed signs of becoming dated, we knew we needed an upgrade as soon as possible,” said Maggie Robarts, Assistant Vice President at Tampa Bay FCU. “By systematically capturing critical metrics, like lobby wait times and account holder requests, FMSI’s tracking software was exactly what we were looking for—ultimately leading us to being more efficient in handling lobby traffic and improving member service.”
FMSI said its 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). 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, the company said.
"The ease-of-use of the FMSI system was a major factor for us,” said Carri Alvarez, Senior Sales and Service Manager at Tampa Bay Federal Credit Union. “The lobby analytics are only as good as what our employees enter in a software, and if they experienced any difficulties, they would stop using it properly. Not only did we get great FMSI ease-of-use referrals from other credit unions, but after a simple training session our employees smoothly transitioned into effectively utilizing the solution.”
“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."