Monthly FMSI Newsletter

February 1st, 2012
Scheduling Change Leads to a 26% Increase in Productivity
Since a sizable change in their branch scheduling approach, over the past several months the $1.1 billion dollar Fort Knox Credit Union gradually reduced their branch network monthly payroll from 8,600 to 7,600 hours--all while having an asset growth of 10.7% in 2011.

February 1st, 2012
For Senior Management, From Senior Management - February 2012 Edition
How Can You Help Improve Your Financial Institution's Efficiency Ratio?

January 24th, 2012
Defining Service Standards in Branch Banking
This article discusses overall branch service metrics and also looks to identify service improvement solutions for management.

January 12th, 2012
FMSI VantagePoint - January 2012 Edition
See the details around a CUNA turnover survey along with an editorial about small contact centers suffering from a lack of management software. Also, read about the importance of never losing focus on your stakeholders.

January 9th, 2012
Small Contact Centers Suffer From Lack of Management Software
In a recent DMG Consulting study, "The Winning Staffing Formula", 84.4% of contact centers found workforce management tools to be "mission critical".

December 12th, 2011
FMSI VantagePoint - December 2011 Edition
Find out how a bank used a new methodology to decrease labor costs. Also, read about some interesting year end thoughts to ponder, from FMSI CEO W. Michael Scott.

December 5th, 2011
New Branch Methodology Decreases Labor Costs
With the help of FMSI's Teller Management System (TMS), Bridgewater Savings Bank was able to employ a new methodology for utilizing their valuable transaction data and improved their teller productivity by 23%--resulting in a $0.23 drop in labor cost per transaction.

November 18th, 2011
FMSI VantagePoint - November 2011 Edition
See an impressive improvement from a bank in this month's chart of the month. Also, learn about the importance of acknowledeging your staff as it relates to workforce optimization.

October 13th, 2011
FMSI VantagePoint - October 2011 Edition
See how a lobby management system can improve the service experience in a detailed case study. Also, learn about the importance of spreading the managerial attitude.

October 4th, 2011
Lobby Management
Upon implementing FMSI's Lobby Tracking System™ (LTS), Veridian has seen improved employee performances, a decrease in member wait-times, and an improved lobby service experience.

September 19th, 2011
FMSI VantagePoint - September 2011 Edition
Features a Lobby Tracking System case study and an interesting comparison between Google and finanical institutions.

September 2nd, 2011
Never Satisfied with the Status Quo
After implementing LTS, DFCU noticed a marked improvement in member service. Employees can now easily see on-demand a member's wait time, as well as the reason for the member's visit, thus allowing the employees to provide better service.

August 9th, 2011
FMSI VantagePoint - August 2011 Edition
In this month's edition learn how a bank has improved it branch efficiency steadily over three years. Also, see a chart showcasing an optimal branch schedule.

August 1st, 2011
Achieving Branch Workforce Optimization through Ongoing Coaching and Training
Bristol County Savings Bank has adopted the right strategy, "slow and steady wins the race." With ongoing management discussions coupled with elaborate coaching and training, they have been able to consistently achieve a productivity average that is more than 10% greater than their peer group (Monthly FMSI Peer-to-Peer Ranking Report).

July 19th, 2011
FMSI VantagePoint - 2nd Quarter 2011
Do you think incentive pay programs on the teller line are a good idea? See a case study to find out how it is working for one of FMSI's clients. Also, read an interesting "For Senior Management" article from the FMSI CEO.

July 14th, 2011
FMSI VantagePoint - July 2011 Edition
In this issue a TMS case study reveals how the solution not only benefits productivity, but also service levels. In addition, learn about FMSI's Hours of Operation Analysis report.

July 5th, 2011
TMS Boosts Bank's Performance and PR
Passionate about customer service, Century National Bank wants raving fans to spread the good word. With FMSI's TMS workforce optimization application in place, the bank no longer has service lapses that get in the way of great customer service on the teller-line.

June 22nd, 2011
FMSI VantagePoint - June 2011 Edition
See an outstanding FMSI Chart of the Month from Mid Atlantic FCU and read about an opportunity for community banks and credit unions to capture more deposit account away from the "too big to fail" banks.

May 17th, 2011
FMSI VantagePoint - May 2011 Edition
Read an informative case study about the FMSI incentive pay program and read how change is constant in this month's For Senior Management message.

May 6th, 2011
FMSI Incentive Pay Program Drives Staff Performance and Productivity
See how the FMSI Incentive Pay Program helped a credit union improve their staff performance.

April 19th, 2011
FMSI VantagePoint - 1st Quarter 2011
How did a credit union improve their FMSI rankings? Find out how and learn about another institution's successes with FMSI's ContactCenter Management System (CMS).

April 12th, 2011
FMSI VantagePoint - April 2011 Edition
Does changing the scheduling mindset at your financial institute interest you? If yes, you will want to read this issue of FMSI VantagePoint, which includes a detailed case study about automated branch scheduling.

April 4th, 2011
Changing the Scheduling Mindset
By transforming their mindset on how they prepare and manage their schedules, IH Mississippi Valley Credit Union has been able to dramatically improve their workforce optimization.

March 15th, 2011
FMSI VantagePoint - March 2011 Edition
In this issue we take a closer look at FMSI's ContactCenter Management System (CMS). Also see an impressive chart of the month from Century National Bank.

March 2nd, 2011
Ranking in FMSI's Comparative Client Benchmark Report Top Ten
The value of clearly understanding member traffic patterns and optimizing the workforce is not lost on Mid-Atlantic Federal Credit Union (MAFCU)--or its peers. The CU dramatically increased staff productivity by 41% after employing FMSI's Teller Management System (TMS), and subsequently rocketed up in FMSI's monthly peer performance rankings.

March 2nd, 2011
Experiencing a 70% Reduction in Call Wait Times
Tyndall Federal Credit Union (FCU) of Panama City, Florida, has experienced a 70% reduction in call center hold times since deploying the FMSI ContactCenter Management System™ (CMS) solution.

February 23rd, 2011
FMSI VantagePoint - 4th Quarter 2010
Get best practices from two detailed case studies along with interesting insights about the retail branch envioronment from industry experts. Also, see the details around this year's FMSI Users Group Conference.

February 21st, 2011
Workforce Optimization Solution Helps Large Credit Union Manage Growth
Having doubled its branch network to become one of the largest credit unions in the local area, staying on top of scheduling personnel and finding ways to more efficiently utilize employees became a priority for the credit union, which turned to FMSI's Teller Management System (TMS) for solutions.

February 10th, 2011
FMSI VantagePoint - February 2011 Edition
In this edition we evaluate the impact of employee productivity and we also take a closer look at one of FMSI's contact center solution graphs. In addition, our CEO shares his thoughts on unprofitable retail locations.

February 4th, 2011
TMS Bolsters Credit Union's Efficiency Arsenal
With the TMS workforce optimization application and its streamlined scheduling engine, ACU now makes staffing decisions based on consistent, detailed traffic pattern data that allows it to accurately forecast and schedule, pinpointing peak-hours when staff are needed, and noting times when employees are waiting for work.

January 12th, 2011
FMSI VantagePoint - January 2011 Edition
Applying a scientific approach on how a financial institution manages their branch operations has had amazing results. Also, Jim Collin's best selling book, Good to Great, is discussed.

January 4th, 2011
Bringing a Scientific Approach to Branch Operations
More times than not, when retail branch management schedules for their teller-line, they tend to rely on a more intuitive and creative problem solving "right brained" approach. This non-scientific approach often results in costly overstaffing. In this article, learn about an alternative way to schedule your branches that solves this issue.

December 16th, 2010
FMSI VantagePoint - December 2010 Edition
See how a queue management system has helped a financial institution flourish. In addition read our CEO's message about the importance of utilizing comparative data rankings.

December 1st, 2010
Branch Operations and Time Management
With 13 locations, Arkansas Federal Credit Union (AFCU) recently implemented an innovative queue management solution with the goal of improving their time management practices in their branch operations.

November 30th, 2010
A Forward Thinking Financial Institution Optimizes its Workforce
What if, to ease the transition of a new baby into a family's life, an employer allowed them to bring their newborn to work?

November 23rd, 2010
FMSI VantagePoint - 3rd Quarter 2010
A very interesting "Babies in the Workplace" article is featured in this issue. A must read.

November 9th, 2010
FMSI VantagePoint - November 2010 Edition
A new case study about the power of forecasting and a very interesting senior management message is featured. However, the FMSI Lemonade Stand video is the highlight from this issue.

November 1st, 2010
"Like Using a Crystal Ball"
Learn how a financial institution achieved a $0.10 drop in their average labor cost per transaction.

October 19th, 2010
FMSI VantagePoint - October 2010 Edition
Learn how a nationally recognized bank achieved an elite performance threshold. Also, see a very impressive part-time employee utilization percentage in this month's chart of the month.

October 6th, 2010
An Elite Banking Performance Threshold
Learn how #8 on Forbes Magazine's largest 100 top performing banks is employing staffing best practices at the branch level.

September 7th, 2010
FMSI VantagePoint - September 2010 Edition
See how the FMSI Lobby Tracking System (LTS) has led a respected financial institution to an improved account holder lobby experience and learn about some startling metrics related to low volume branches.

September 3rd, 2010
From a Cigar Box to Business Intelligence (BI)
See how the FMSI Lobby Tracking System (LTS) has led a respected financial institution to an improved account holder lobby experience, being more efficiently staffed and having a higher performing branch network.

August 13th, 2010
FMSI VantagePoint - 2nd Quarter 2010
Learn about "The Greatest Thing Since Sliced Bread" and take a closer look into "How Branch Personnel and Cash Operations Make A Difference In Their Credit Union's Profitability".

August 9th, 2010
A Visit to the Branch of the Future Today
A conversation about an innovative branch banking environment with Sandra Dixon, EVP/Group Executive - Operations, Extraco Banks

August 9th, 2010
FMSI VantagePoint - August 2010 Edition
Learn how a world class bank approached and implemented the "branch of the future - today". Also, see our CEO's thoughts on recognition programs.

July 15th, 2010
How Do Two-Week Notices Affect Your Teller Line?
It happens to all financial institutions. A teller submits their two-week notice and managers start to worry about an indefinite service void in their teller line. What do you do?

July 15th, 2010
FMSI VantagePoint - July 2010 Edition
Learn how a 2 week notice can affect your teller line. Also, review the importance of a management scorecard and see FMSI's new contact center solution.

June 23rd, 2010
2010 FMSI Users Group Newsletter
Learn all about the 2010 FMSI Users Group, which was in beautiful San Antonio, TX. Specifically the issue covers "What Are the Industry Trends?," topics of discussion and a summation of the event from FMSI President W. Michael Scott.

June 8th, 2010
The Teller Management System - "It's Not Science Fiction"
Learn how Tyndall Federal Credit Union has been winning "battles" with technological solutions from Financial Management Solutions.

June 8th, 2010
FMSI VantagePoint - June 2010 Edition
See how Tyndall Federal Credit Union optimized their teller productivity. Also, learn more about how "Regulation E Section 205 is Coming & Reduced Revenue will Follow."

May 11th, 2010
FMSI VantagePoint - May 2010 Edition
Learn why CAMPUS USA Credit Union threw away their lobby clipboards and how they improved their staffing decisions. Also, see this month's chart of the month, which showcases ideal tracking of "actual" staffing effectiveness.

May 6th, 2010
CAMPUS USA Credit Union Throws Away Lobby Clipboards and Improves Staffing Decisions
CAMPUS implemented Financial Management Solutions' (FMSI) Lobby Tracking System™(LTS) in August 2009. LTS not only improved their wait times, but it also gave them tremendous reporting capabilities, which helped them make more informed staffing decisions.

April 9th, 2010
Having the Right Information at the Right Time
Learn how the Bank of the Pacific improved both their staffing efficiencies and customer service with the Teller Management System™.

April 9th, 2010
FMSI VantagePoint - April 2010 Edition
Learn how Bank of the Pacific had the right information at the right time with the Teller Management System™. Also, see an interesting statistic relating to teller transaction volume for FMSI clients over the past 20 years.

April 1st, 2010
"A Tool That We Cannot Do Without"
A Story about a Florida Credit Union's Staffing Productivity Improvements

April 1st, 2010
FMSI VantagePoint - 1st Quarter 2010
See both a TMS and an LTS case study including client tips on how to better utilize these FMSI solutions.

March 17th, 2010
Soaring to New Heights with the FMSI Lobby Tracking System™
Lobby Tracking System™ armed WPCU with the decision-support information they required to greatly surpass their ideal lobby experience ambitions.

March 17th, 2010
FMSI VantagePoint - March 2010 Edition
Learn how Wright-Patt Credit Union soared to new heights with FMSI's Lobby Tracking System™ (LTS). Also, learn about the NEW FMSI Day of the Week Charts in this month's FMSI Did You Know?