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Monthly FMSI NewsletterOur monthly newsletter, called FMSI VantagePoint, is filled with in-depth case studies and thought leadership discussions about critical retail branch workforce optimization topics. This newsletter is a must read every month for c-level management and retail banking managers.
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June 12th, 2013
FMSI VantagePoint - June 2013 Edition
See a new case study from The Fauquier Bank and learn tips on how to properly handle mergers from a CEO perspective. Also, see an article about measuring Universal Teller performance.
June 5th, 2013
Evaluating Universal Tellers: What Do the Numbers Tell Us?
The migration to universal tellers can be more successful when institutions utilize sophisticated scheduling and reporting methods to better meet customer need on the teller line, which results in improved service and reduced costs.
June 4th, 2013
"I wish I knew about this before I negotiated my Credit Union merger."
Learn the steps and precautions to help prevent any undesirable outcomes during a merger. An article written by one of FMSI's vendor partners, KES Group LLC.
June 4th, 2013
New Teller Scheduling Model Drives Improved Results
The Fauquier Bank (Fauquier) has better aligned their branch staff to customer traffic patterns with the help of FMSI's reporting and scheduling solution, the Teller Management SystemTM (TMS). With new channels changing how people do their banking over the last few years, the $598 million Virginia-based bank noticed its customers visiting their branches at different times.
May 8th, 2013
FMSI VantagePoint - May 2013 Edition
Learn about maximizing your teller investment in low volume branches in a new case study. Also, read about an alternative approach to handling teller idel time.
May 6th, 2013
Maximizing the Teller Investment, From Low Volume to High Volume Branches
While reducing excess staff, through attrition, has helped them save $156,000 in annualized labor costs, Meritrust also has been able to maximize their teller resources, especially at their lower volume branches--by identifying lull periods in transaction activity, and then assigning specific sales, service and training tasks during these times.
April 19th, 2013
Tellers Working with Limited Traffic Demand - An Alternative Approach
With minimum staffing requirements, like duel control, forcing branches to schedule a certain number of FTEs in order to open their doors for business, tellers often are scheduled to work when the account holder traffic demand is not there. The result is an environment where tellers are frequently waiting for work, causing morale and service issues alike.
April 19th, 2013
FMSI VantagePoint - April 2013 Edition
Learn about how a bank successfully utilized the Teller Management System in a new case study. Also, learn about the impact of alternative delivery channels on the branch.
April 4th, 2013
Systematically Scheduling Tellers to Changing Teller Transaction Activity
The $265 million Maryland New Windsor State Bank (New Windsor) improved their branch staff performance with the help of FMSI's reporting and scheduling solution, the Teller Management SystemTM.
April 3rd, 2013
FMSI VantagePoint - Q1 2013
Learn about the impacts of Obamacare on the branch environment. Also, see Teller Management System best practices from a new case study.
March 26th, 2013
Impact of Alternative Delivery Channels on the Branch
As alternative delivery channels continue to evolve, the impact that these options have on your account holders and branch traffic increases as well.
March 14th, 2013
FMSI VantagePoint - March 2013 Edition
Learn about how Obamacare is going to impact part-time teller staffing. Also, read about FMSI's next Users Group Meeting.
March 11th, 2013
Obamacare's Impact on Part-Time Tellers
Starting on January 1st, 2014 President Barack Obama's Affordable Care Act, also known as Obamacare, will have a considerable impact on how most financial institutions (FIs) staff their branches.
February 26th, 2013
2013 FMSI Users Group Announcement
Learn about FMSI's 2013 Users Group in this article / announcement.
February 26th, 2013
How Will You Build Your Loyal Customers?
Learn why creating and retaining Loyal Customers must be a top priority in your organization. An article written by one of FMSI's vendor partners, KES Group LLC
February 4th, 2013
Having Trust in Workforce Optimization Reports
After nearly a full year of using FMSI's Teller Management System (TMS), Jeanne D'Arc and its six full service branch locations achieved a 28% improvement in their teller line productivity and an 18% reduction in their labor cost per transaction; translating into roughly $160,000 in annualized savings.
February 1st, 2013
Who Gets to Define Branch Service?
Service is often touted as the key differentiating factor for many businesses. Financial institutions are no exception. New technologies and evolving service strategies challenge management teams on how to define and implement good service.
January 28th, 2013
FMSI VantagePoint - Q4 2012
Read a Teller Management System case Study and discover the impact of technology on branch transaction volumes. In addition learn about the new FMSI Online Dashboard.
January 24th, 2013
For Senior Management, From Senior Management - February 2013 Edition
Learn about the importance of a focused sales effort in your branches to improve cross-selling from FMSI President/CEO of FMSI, W. Michael Scott.
January 11th, 2013
FMSI VantagePoint - January 2013 Edition
Find out how many FIs are seeking new sources of revenue and read an interesting article about the state of personal banking.
December 12th, 2012
FMSI VantagePoint - December 2012 Edition
This special edition includes the most popular FMSI articles and charts from 2012.
November 15th, 2012
FMSI VantagePoint - November 2012 Edition
Read a detailed TMS case study about the impact of idle tellers. Also, learn about improving sales on the platform side of the branch.
November 1st, 2012
A Case Study about Reducing Teller Line Excess Waiting for Work Time
In an effort to significantly reduce EWFW time while maintaining high service standards, TruMark utilizes FMSI's Teller Management SystemTM (TMS) at all of their 14 branch locations. Since rolling out the system in early 2012, they have seen a 20% reduction in their EWFW and have absorbed 11 teller positions through attrition.
November 1st, 2012
The Impact of Technology on Branch Transaction Volumes
How much of an impact have new technologies had on your branch traffic, and more importantly, how much is it costing you in excess branch labor costs?
October 17th, 2012
FMSI VantagePoint - October 2012 Edition
Read about a lobby improvement case study. Also, see what makes managing such a challenging profession.
October 2nd, 2012
Get the Cobwebs Out of Your Culture
October is a great month to talk about change. The weather is changing as the fall season rolls in, the leaves change to let us know winter is around the corner, and during Halloween kids change into super heroes, goblins and princesses. What are you changing?
September 17th, 2012
FMSI VantagePoint - September 2012 Edition
Get a deeper look into how one FMSI client was able to achieve a top 10 finish in FMSI's monthly comparative data rankings. Also, learn about four key management principles.
September 5th, 2012
Catapulting Into the FMSI Top 10 Client Performance Rankings
After rolling out FMSI's Teller Management System in May 2011, CFCU has seen a 31% increase in productivity and a 23% decrease in their teller labor cost per transaction, both of which helped catapult them into the FMSI Top 10 Comparative Monthly Client Ranking Report--a task normally accomplished over multiple years.
August 29th, 2012
Four Key Management Principles
FMSI's Teller Management SystemTM was founded on the following four management principals, allowing our clients to create the optimal branch environment in terms of performance and culture: Goals, Accountability, Recognition, and reward.
August 15th, 2012
FMSI VantagePoint - August 2012 Edition
See how a financial institution improves their account holder experience with the FMSI Lobby Tracking System. Also, learn about a key ingredient for driving organizational change.
August 2nd, 2012
Credit Union Improves Member Experience with FMSI's Lobby Tracking System
"Not only did we want to track the wait time in the lobby, we wanted to reduce it," states Jennifer Hagin, Director of Member Relations. "We felt the heat when we saw that our lobby was getting backed up but didn't know what our members' average wait time was or how to move them through the lobby more quickly. We needed a more streamlined process."
July 30th, 2012
Keeping Score - Who's Running the Business?
In financial institutions, a common way to keep the score is through utilizing scorecards. After all, the old adage "what gets measured, gets done," is a critical component to any successful branch performance.
July 12th, 2012
FMSI VantagePoint - July 2012 Edition
Learn about optimally staffing your branches from a TMS case study. Also, see why some financial institutions thrive in a challenging economic environment.
June 27th, 2012
Optimally Staffing Your Branches with Hard Facts
With the help of the industry expert, FMSI and their Teller Management SystemTM solution, ABNB has been able to achieve an annual cost savings of $421,000 per year--through an improved workforce reporting and scheduling monthly management process.
June 18th, 2012
FMSI VantagePoint - June 2012 Edition
See what the buzz is all about with SWARM banking when you read an article by an executive at one of FMSI's banking clients. Also learn the importance of a closed loop process when carrying out branch transformation directives.
June 1st, 2012
Be SMART: Closing the Loop on Branch Transformation
FMSI's The Teller Management System™ (TMS) and The Lobby Tracking System™ (LTS) adhere to a successful method of goal achievement, called SMART. For those of you not familiar with SMART, the acronym stands for: Specific, Measureable, Achievable, Realistic, Timely
June 1st, 2012
SWARM Banking What's the Buzz All About?
It is critical that financial institutions refine their products and processes, align organizational structure, hire, coach and grow talent, while making wise investment choices in technology. These focal points will drive and create a superior customer and employee experience, creating measurable results for any organization.
May 16th, 2012
FMSI VantagePoint - May 2012 Edition
Learn how one of the largest credit unions in Pennsylvania was able to improve their lobby service and sales. Also, read about the importance of focusing in on individual branches to improve your overall productivity.
May 2nd, 2012
Living the Dream...Together
How Patriot Federal Credit Union Streamlined their Lobby Experience and Increased Member Satisfaction
May 1st, 2012
Does Size Really Matter?
An In-depth Look at Branch Level Performance
April 23rd, 2012
FMSI VantagePoint - 1st Quarter 2012
See best practices and other workforce optimization insights in this issue. Includes two detailed case studies.
April 16th, 2012
FMSI VantagePoint - April 2012 Edition
See why service still matters in the branches. Also, read about where FMSI is going to hold its 2012 Users Group Meeting.
April 9th, 2012
Service That "Still" Soars Above
See how Gulf Winds Federal Credit Union balances their service and productivity.
April 2nd, 2012
2012 FMSI Users Group Announcement
Since 2003, FMSI has hosted an annual User Group Meeting to give our clients and prospective clients an opportunity to come together to build relationships, share experiences and ideas, and to help one another learn more about our product offerings.
March 7th, 2012
FMSI VantagePoint - March 2012 Edition
Tap into the benefits of part-timers. Brand new TMS case study for $7 billion bank who had a significant reduction in FTEs. Also, learn the importance of "walking the line."
March 2nd, 2012
Tap Into the Benefits of Part-Time Employees
Many organizations have shared with us that they have tried the part-time employee route in the past and they have yielded less than desirable results. They often ask us how other FIs have such great success with their part-time teller programs.
March 1st, 2012
Always Room for Improvement
First Bank of Clayton, Missouri follows the management motto that there is always room for improvement. In this spirit, the $6.78 billion bank put a strong focus on leveraging a workforce utilization approach nine months ago, in addition to their already successful use of FMSI's Teller Management SystemTM, which they implemented in mid-2010.
February 9th, 2012
FMSI VantagePoint - February 2012 Edition
Understand how an FI was able to lower their payroll hours by 1,000 per month. Also see how how to define service in the branch and learn how efficiency ratios affect your institution.
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
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.
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?