TAMPA, Fla.–The $7.3-billion Suncoast Credit Union has selected the Omnix Lobby Tracker solution from FMSI, a provider of branch software solutions. Suncoast will use the solution to better track employee interactions with account holders and improve their member service experience in their 60 locations.
“The previous process of signing in our members when they arrived at the lobby was not the most efficient from an operations standpoint of in terms of service experience, so we were proactive in seeking technology to meet member’s needs,” said Sheri Eaton SVP / Service Center Operations at Suncoast Credit Union. “With our main focus being to provide members with an exceptional experience, a simple electronic sign-in solution with robust reporting in the back-end to help identify service gaps was exactly what we needed. Furthermore, FMSI’s real-time reporting will provide valuable feedback to our management team to assist in managing our staffing levels to meet account holder demand during crucial busy times––a feature especially powerful to have when we need to allocate team members to branches as needed. According to Atlanta-based FMSI, the 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, FMSI said its sophisticated application is transforming how financial institutions are managing their lobbies.
"We’ve invested heavily in recent years towards making our branch network much more tech-savvy,” said Eaton. “With tablet integration, FMSI’s lobby tracking solution helps us to continue to advance our branch tech-focused brand, which our members love. One of the first things they’re going to see now when they walk into one of our branches is a sleek tablet to sign in with––a level of experience that takes us far away from previous member service tracking methods.
“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."