ATLANTA–FMSI has unveiled a new lobby wait time widget—the latest enhancement for its industry leading Omnix Lobby Tracker. The new functionality allows account holders to access an estimated current branch wait time on either a financial institution’s website or mobile app—resulting in an improved service experience and potentially an increase in traffic, the company said.
“We are constantly seeking feedback from our clients, and many of them have been asking for a lobby wait time widget for our Omnix Lobby Tracker,” said Meredith Deen, president of FMSI. “With varying degrees of traffic at each unique retail environment, and the threat of long wait times at any given moment, it can be difficult for account holders to even step foot inside a branch. The new lobby wait time widget takes the guesswork out of the process by producing and displaying a readily available estimated wait time—helping account holders to gauge whether or not they have enough time to visit a branch.”
According to FMSI, along with the new lobby wait time widget, FMSI’s Omnix Lobby Tracker monitors the following key branch productivity, sales and service indicators in real-time:
- The number of accounts assisted per branch (non-teller related)
- The purpose of visits and current wait time
- Who is serving them and how long it is taking
- What products are being sold
- The cross-sell ratio for each service representative
“According to a recent NCR study, approximately 80% of all banking product sales are still closed at a branch,” Deen added. “The lobby wait time widget plays a critical role in getting more account holders to visit the retail location, leading to more opportunities to not only establish great relationships, but also close more sales.”
FMSI said that when 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.
By providing 20 plus unique lobby service and sales reports, including individual sales and productivity reports, account holder volume reports, and cross-sell reports, FMSI said the Omnix Lobby Tracker (OLT) also effectively supports senior management in making critical lobby management decisions.
For info: www.fmsi.com.