Testimonials

Since January 2008 FMSI’s Teller Management System™ has provided our management team with actionable business intelligence, saving us millions in branch network operating expenses.  I have been impressed by their responsiveness, proprietary management reports and valuable subject matter expertise.  FMSI’s support has been critical to the success of our teller optimization initiative, which would have been very difficult to achieve through our internal resources.  Put simply, utilizing FMSI’s outsourced reporting and automated scheduling was a big win for us.

UMB began using the FMSI staffing model in November of 2009 and very quickly reaped the benefits of the system.  Our senior management staff completely supported the program and that support rapidly allowed for branch adoption.  Our branches rave about how accurate the system is- one manager commented: "Our lobby was packed at 1:00, but due to the accuracy of the staffing model, we knew that by 1:30, we would have an empty lobby and could plan accordingly."  That ability to know when customers will be in our branches allowed us to staff our branches more effectively, improving our bottom line.

The Teller Management System™ has enabled our Branch Managers to staff each branch according to historic member traffic patterns, increase productivity and most importantly lower our overall cost per transaction credit union wide.

FMSI's Lobby Tracking System™ gave me the data I needed to better analyze branch comparisons and make more informed and confident decisions.

The Teller Management System™ allowed our tellers to focus on reconciliations, branch tests and cross-training at the right time, which was tremendously helpful for employee morale and ultimately led to a stronger customer experience.

We have determined that FMSI's Teller Management System™ is a tool that we cannot do without.

How do you run your business without knowing your numbers? TMS gives us detailed data and performance projections based on our actual historic branch transaction activity. It is a necessary tool and is crucial towards understanding our performance levels, volume fluctuations and traffic patterns in fifteen minute increments. This information is critical when it comes to staffing, customer service and even determining branch hours.

The Lobby Tracking System™ reports were proving that more accounts were being opened during the start of the school year and on Saturdays than we expected. So we staffed based on these numbers and the results significantly increased our productivity.

Thanks to FMSI's user-friendly Lobby Tracking System™, we've experienced improvements in productivity. Just one month after implementation, Lobby Tracking System™ has helped streamline our lobby traffic, increase member privacy by eliminating paper member tracking logs, and through the real-time report tools given our management team a detailed snapshot of day-to-day foot traffic at our branch locations. We also anticipate overall productivity improvements in our scheduling of Member Service staff and deployment of our branch floater staff.

The Lobby Tracking System^TM enables our Branch Managers to analyze historic data such as assist times per product and cross-sell ratios. Having this information readily available supports them in making critical staffing and training decisions.

The Teller Management System^TM allows us to see the big picture.  The easy to read and succinct management reports are critical to our staffing decisions.  They allow us to effectively manage our staffing levels.

By scheduling our agents based on forecasted call volumes, FMSI’s ContactCenter Management System^TM(CMS), has been instrumental in decreasing our average call wait times from five minutes plus to our targeted goal of below three minutes.  In addition, not only do we receive valuable monthly CMS management reports, our agents now have more flexible schedules that match their preferences –and,most importantly, our productivity has significantly improved.