3 E S SEN T I A L EL EMEN T S FOR

T R A NSFORM AT ION

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.

Here’s Why:

Decrease in average
-36.8 % teller transactions
from 2008 through 2016.
Novantas, Inc. via ABA Bank Marketing and Sales.

7,600 5,600 4,800

2008 2013 2016

Within five years, more than 95 percent

of banking transactions are likely to take
place through direct or digital channels.
McKinsey & Company. 95%

To Evolve, Here’s How:

ELEMEN T #1

T R A NSFORM S TA FF IN T O UNI V ERS A L B A NK ERS

UNI V ERS A L B A NK ERS

Specialize in everything and can answer
all but the most complex questions
=
Fewer branch staff needed

UNI V ERS A L B A NK ERS H AV E:

Sales experience, ability to
build customer relationships

Open College degree:

communication finance or
style management

Ability to handle Knowledge of

service- and all bank products
sales-oriented issues and services

Expertise with
bank’s technology

EL EMEN T #2

REDE SIGN YOUR BR A NC H L AYOU T

Universal bankers can be

found everywhere on the
sales floor, not behind a
desk or booth.

YOUR BR A NC H L AYOU T SHOUL D:

Open up the floor plan

to encourage movement
and generate energy
Remove or limit physical
barriers to interactivity

Ensure design represents

you and your customers
Create spaces to
demonstrate your
technology

ELEMEN T #3

LE V ER AGE T EC HNOL OGY T O IMPROV E C X

Combined with branch design changes, innovative

technologies let the universal banker assist customers
with almost any request using the latest tools, including:

C RM A ND BUSINE S S
IN T ELLIGENC E S OLU T IONS:
• Feature core integration
• Provide a holistic customer view
• Allow universal bankers to identify
emerging customer needs

TA BL E T IN T EGR AT ION W I T H T HE C ORE:

• Enables mobile core access
• Allows bankers to move about freely
• Boosts staff efficiencies and productivity
• Creates more personalized
customer experiences

IN T ER AC T I V E V IDEO T EL LERS (I V Ts):

For self-service needs, allow customers to:

• Transfer funds • Stop payments

• Withdraw cash • Check balances
• Make deposits • Make loan payments
• Change address

RE A L-L IFE E X A MPLE:

Illinois National Bank, using

CSI CRM, launched call center.

Within 6 months:

485 Hours gained by retail staff to focus

on new tasks like cross-selling

2,252 Reminders generated

121 Appointments scheduled

550 Prospect and affiliate records created

410 Prospects converted into customers

T O LE A RN MORE , DOW NL OA D C SI’S W HI T E PA PER:

Today’s Branch Strategy

Determines Your
Institution’s
Future.

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