Resource Library

Browse by Topic

Browse by Solution

Case Study
Press Releases
Recorded Webinars
White Papers

Featured

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.

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.

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.

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.

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.

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.

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.

Service That "Still" Soars Above » See how Gulf Winds Federal Credit Union balances their service and productivity.

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.

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.

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.

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).

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.

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.

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.

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?

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.

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

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?

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.

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™.

Featured

FMSI Featured in American Banker Article » FMSI CEO and multiple FMSI clients are quoted in this American Banker article, Key to Cost-Cutting: Aligning Teller Hours with Traffic Patterns

FMSI Mentioned in Wall Street Journal Article » FMSI's Teller Line Study was mentioned in the April 9th, 2013 Wall Street Journal. The story ran in the Money and Investing section.

Bangor Savings Bank Selects FMSI's Teller Management System (TMS) to Reduce Scheduling Time While Ensuring Customer Service » Financial Management Solutions, Inc. (FMSI), provider of business intelligence solutions for banks and credit unions, announced today that Bangor Savings Bank (BSB) has implemented its Teller Management System™ (TMS). BSB will use TMS to gain better control of branch staff scheduling while protecting high standards for customer service.

FMSI CEO Publishes In-House Transaction Data Article in BAI Banking Strategies » Despite the wide availability and usage of industry data by financial institutions, the real power to manage branch operations for both labor cost reduction and service improvements lies within each branch's internal metrics.

FMSI CEO Publishes Article About Branch Service in Credit Union Times » Despite the lure of online banking, ensuring a positive branch experience is still one of the best ways to retain existing members and grow their loyalty. Unfortunately, as many credit unions have discovered, maintaining a branch overflowing with employees does not guarantee good customer service.

FMSI Article in ABA Banking Journal » Due to the tsunami of Big Data--especially unstructured data--the media have written many articles about the implications for businesses that don't get their Big Data under control. Fortunately for banks, unstructured data is also one of the largest pools of information for creating actionable business intelligence and, in many cases, systems are already available that can gather this data, harness it, and turn it into Smart Data with little to no effort.

Vermont Federal Credit Union Selects FMSI's Teller Management System™ to Improve Member Service and Branch Staff Scheduling Process » Financial Management Solutions, Inc. (FMSI), a provider of business intelligence solutions for banks and credit unions, announced today that Vermont Federal Credit Union (Vermont FCU) has adopted FMSI's Teller Management System™ (TMS).

FMSI Releases 2013 Bank and Credit Union Teller Line Study; Reveals Declining Branch Transaction Trends » FMSI today released its annual Teller Line Study. As recently mentioned in a Wall Street Journal article, the FMSI Teller Line Study is based on a compilation of transaction and labor cost statistics, built from more than 20 years of proprietary data, from financial institutions all across the country.

FMSI CEO Publishes Obamacare Article in BAI Banking Strategies » When the Patient Protection and Affordable Care Act (ACA; also known as Obamacare) is fully implemented at the start of 2014, it will likely impact how most banks staff their branches. Although the mandates regarding the ACA are clear, the rules surrounding it are confusing, at best.

Credit Union of Texas Selects FMSI's Teller Management System to Help Continually Quantify Transactions Per Hour, and Improve Teller Productivity and Service » Financial Management Solutions, Inc. (FMSI), a provider of business intelligence solutions for banks and credit unions, announced today that Credit Union of Texas (CUofTX) has adopted FMSI's Teller Management System™ (TMS).

SIU Credit Union Selects the Teller Management System to Reduce Member Wait Times and to Maximize Teller Downtime » Financial Management Solutions, Inc. (FMSI), a provider of business intelligence solutions for banks and credit unions, announced today that SIU Credit Union (SIU CU) has adopted FMSI's Teller Management System™ (TMS).

FMSI Publishes Lobby Tracking Article in Credit Union Times » BI solutions implementation is straightforward and the value is quickly evident in the lobby. Systems that track sales, service and productivity in the lobby provide meaningful data and a clear path to improvement.

Freedom Credit Union Selects Teller Management System™ to Help Improve Member Service During Peak Transaction Times » Financial Management Solutions, Inc. (FMSI), a provider of business intelligence solutions for banks and credit unions, announced today that Freedom Credit Union (Freedom CU) has adopted FMSI's Teller Management System™ (TMS). The $623 million Pennsylvania-based financial institution will improve member service by aligning the right number of branch staff during peak transaction times, and will also increase individual teller accountability with detailed teller performance reports.

Shell Federal Credit Union Selects FMSI's Teller Management System to Improve Branch Reporting Capabilities » Financial Management Solutions, Inc. (FMSI), a provider of business intelligence solutions for banks and credit unions, announced today that Shell Federal Credit Union (Shell FCU) has adopted FMSI's Teller Management System™ (TMS).

FMSI Mentioned in American Banker Article » Freedom Credit Union in Pennsylvania has adopted the Teller Management System from Financial Management Solutions (FMSI).

FMSI Publishes Lobby Tracking System Article in Banking.com » Learn about the benefits of beefing up the lobby performance management process in the banking.com article, Banking.com Article: Keeping Tabs on the Lobby: Tracking Key Sales, Service and Productivity with Intelligence-Gathering Solutions

FMSI CEO Publishes Article About Improving Branch Service » See the BAI Banking Strategies Article: Improving Customer Service in the Branch, written by FMSI CEO W. Michael Scott

Security Credit Union Selects the Teller Management System™ to Help Reach Service Goals and Efficiently Employ Human Resources » Financial Management Solutions, Inc. (FMSI), a provider of business intelligence solutions for banks and credit unions, announced today that Security Credit Union (Security CU) has adopted FMSI's Teller Management System™ (TMS). The $365 million Michigan-based financial institution can now more easily identify peak periods of staff needs at their nine-branch locations, allowing them to improve service levels and utilize human resources more efficiently.

Independent Bank Selects FMSI for Reporting and Scheduling Tools » Financial Management Solutions, Inc. (FMSI), a provider of business intelligence solutions for banks and credit unions, announced today that Independent Bank has adopted FMSI's Teller Management System™ (TMS). The $1.7 billion, Texas-based community bank will install the system across all of its 30 locations.

New Executive Dashboard Provides Interactive Graphical View of Teller Performance for FMSI's Bank and Credit Union Customers » FMSI unveiled today a new executive online dashboard--the latest enhancement for their popular Teller Management System (TMS). The dashboard improves visibility of key business intelligence data by giving users a more succinct view of their most critical branch performance metrics in a graphical display. Users can now conveniently drill down from the interactive dashboard into more detailed productivity and service reports.

FMSI Publishes Article in BAI Banking Strategies » For many banks, improper scheduling on the teller line is one of the biggest silent profit killers in their retail branch network.

FMSI CEO Quoted Multiple Times in a Featured Jan 2013 Enterprise Magazine Article » Maintaining the top spot for customer service requires credit unions to think one step ahead of the competition.

FMSI Announces New Annual Operational Excellence Award for Banks and Credit Unions » Financial Management Solutions, Inc. (FMSI), a provider of business intelligence solutions for banks and credit unions, announced today that it will be accepting nominations for its new Annual Operational Excellence Award. FMSI's Operational Excellence Award recognizes the "best of the best" amongst its client base, including financial institutions all across North America.

TruMark Financial Credit Union Improves Efficiencies with FMSI's Business Intelligence Solution, the Teller Management System™ » Financial Management Solutions, Inc. (FMSI), provider of workforce optimization solutions for banks and credit unions, announced today that the $1.4 billion TruMark Financial Credit Union (TruMark Financial) significantly reduced the amount of time their tellers spent waiting for work, while maintaining high service standards, with the help of FMSI's scheduling and reporting solution, the Teller Management System™ (TMS).

Red Canoe Credit Union Selects FMSI to Get Staffing Levels In Line with Transaction Trends » Financial Management Solutions, Inc. (FMSI), a provider of business intelligence solutions for banks and credit unions, announced today that Red Canoe Credit Union (Red Canoe) has adopted FMSI's Teller Management System™ (TMS).

FMSI Publishes Article in BAI Banking Strategies » Improving Branch Productivity with Part-time Tellers

BayCoast Bank Selects FMSI to Significantly Reduce Time Spent Producing Staffing Reports » Financial Management Solutions, Inc. (FMSI), a provider of business intelligence solutions for banks and credit unions, announced today that BayCoast Bank has adopted FMSI's Teller Management System™ (TMS) and has been utilizing the system successfully over the last several months.

FMSI Chart Featured in Creditunions.com Article » Article: Why Tellers Still Matter: "The role of frontline staff will be enhanced by new technology, not replaced by it."

Meritrust Credit Union Selects FMSI to Help Tackle Demanding Branch Scheduling Requirement » Financial Management Solutions, Inc. (FMSI), a provider of business intelligence solutions for banks and credit unions, announced today that Meritrust Credit Union (Meritrust) has adopted FMSI's Teller Management System™ (TMS) and has been utilizing the system successfully over the last several months. The $822 million Kansas-based financial institution can now accommodate their demanding branch scheduling process at their 14-branch locations with a more sophisticated approach.

FMSI Client Featured in American Banker Discussing Staffing Efficiencies » Read the August 2012 American Banker article Low-Tech Branch Strategy Works Fine for Bridgewater Savings

The Fauquier Bank Selects FMSI to Better Align Branch Staff with Customer Demand » Financial Management Solutions, Inc. (FMSI), a provider of business intelligence solutions for banks and credit unions, announced today that The Fauquier Bank has adopted FMSI's Teller Management System™ (TMS).

Bank of New Hampshire Selects FMSI's Teller Management System™ to Optimize Workforce » Financial Management Solutions, Inc. (FMSI), provider of business intelligence solutions for banks and credit unions, announced today that Bank of New Hampshire has adopted FMSI's Teller Management System™ (TMS). The billion dollar bank now has one consolidated reporting and scheduling resource, which allows them to optimize their service and staffing levels at their 21 banking offices.

Warren Federal Credit Union Replaces In-House Staffing Model with FMSI » Financial Management Solutions, Inc. (FMSI), provider of business intelligence solutions for banks and credit unions, announced today that Warren Federal Credit Union has adopted FMSI's Teller Management System™ (TMS). The $399 million Wyoming credit union will replace their in-house staffing model with FMSI's multifunctional solution that maximizes service and optimizes their workforce--all while interfacing seamlessly with their ADP payroll system.

FMSI Featured in Credit Union Journal » "Business Intel Can Cut Costs, Boost Efficiency" by FMSI President / CEO W. Michael Scott

FirstOntario Credit Union Selects FMSI's Teller Management System to Enhance Workforce Analytics » FMSI, provider of business intelligence solutions for financial institutions, announced today that FirstOntario Credit Union has adopted FMSI's Teller Management System™ (TMS). The 25 location, Ontario Canada based credit union will be launching FMSI's forecasting, scheduling, and reporting solution with the goal of continuing to increase their operating efficiencies.

FMSI's Teller Management System Helps Fort Knox Federal Credit Union Recapture Lost Earnings » Financial Management Solutions, Inc. (FMSI), provider of business intelligence solutions for banks and credit unions, announced today that Fort Knox Federal Credit Union has successfully turned around their year-over-year declining branch efficiency with the help of FMSI's workforce optimization solution, the Teller Management System™ (TMS).

FMSI Featured in BAI Banking Strategies Article » "Strategies for Optimal Teller Scheduling" by FMSI President / CEO W. Michael Scott

FMSI Mentioned in Bank Technology News » More self-service means a change in how tellers are used - how many are needed at a given time given the changes in how consumers are engaging with in-branch tellers. That should draw attention to scheduling tools from companies such as Financial Management Solutions that forecast teller staffing based on estimated transaction volumes.

FMSI Featured in Credit Union Magazine Article (Part 3 of 3) » Target Teller Time - Identifying and managing teller activities can increase productivity.

FMSI Mentioned in American Banker Article » Extraco uses technology from Financial Management Solutions to analyze and forecast its branch traffic patterns.

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.

FMSI Featured in Credit Union Magazine Article (Part 2 of 3) » Calculate Your Scheduling ROI - Workforce utilization analysis helps CUs find opportunites to rein in labor costs.

Bridgewater Savings Bank Selects FMSI's Teller Management System to Increase Branch Productivity » Financial Management Solutions, Inc. (FMSI), provider of business intelligence solutions for banks and credit unions, announced today that Bridgewater Savings Bank (BSB) has adopted FMSI's Teller Management System™ (TMS). The nine location, Massachusetts based bank implemented TMS to apply a more structured staffing process that would result in improved productivity.

FMSI Featured in Credit Union Magazine Article (Part 1 of 3) » The True Cost of Poor Workforce Utilization Survey reveals differences between high- and low-performing branches.

FMSI's Teller Management System Mentioned in Bank Technology News » The bank has outsourced its scheduling to Financial Management Solutions, which uses a product called Teller Management System to forecast teller staffing based on forecasted transaction volumes. The tool uses business intelligence to analyze transaction data that's collected and hosted in the tech firm's database.

CFO of FMSI Publishes Article in Credit Union Management Magazine » Despite the wide availability and usage by credit unions of industry data, the real forecasting power to manage branch teller operations lies in each branch's internal metrics. Some of the most meaningful information a CU can capture is stored by the credit union's core processor. This data, especially transaction time, transaction type and associated employee, provides direct, actionable information.

FMSI's Teller Management System™ (TMS) helps Bristol County Savings Bank Achieve Branch Workforce Optimization » Financial Management Solutions, Inc. (FMSI) announced today that its implementation of the Teller Management System™ (TMS) has helped the $1.3 billion Bristol County Savings Bank (BCSB) achieve branch workforce optimization and improve customer service levels.

FMSI Teller Line Study Mentioned in BAI Banking Strategies Online Article » The FMSI 2011 Teller Line Study illustrates the disturbing reality for most financial institutions: declining teller transactions alongside rising per-transaction labor cost.

FMSI Mentioned in Creditunions.com » Don't think you can afford a top tier online banking platform yet? Consider the alternatives. A recent FMSI study indicates teller labor costs have increased by 64% in the last ten years, while transaction volumes have decreased 31% in the same timeframe as customer preferences changed and new technology options became available.

FMSI Mentioned in Boston Globe Article » For the first time in 15 years, banks across the United States are closing branches faster than they are opening them, eliminating locations in Massachusetts, other parts of New England, and the rest of the country.

Credit Union Journal Article - Best Practices 2010 » The Teller Management System is featured as a best practice in this November 2010 Credit Union Journal article.

Credit Union Benefits from Workforce Optimization Solution » Financial Management Solutions, Inc. (FMSI) is pleased to announce NavyArmy Federal Credit Union's (NavyArmy) recent successes with the FMSI Teller Management System™ (TMS).

Featured

Webinar: Improving Branch Service - With Special Guest From The Fauquier Bank » Get tips on improving service delivery with technology.

Webinar: Using Industry Benchmarking Data to Maximize Teller Results With Special Guest from Community First Credit Union of Florida » See how industry teller productivity benchmarking can play a vital role in your branch performance improvement process.

Webinar: Top 5 Tips for Turning Accessible Data Into High Yield Results » Get key metrics around the cost of underutilizing readily available performance data.

Webinar: Top 10 Part-Time Teller Tactics » See key industry metrics around the effectiveness of a part-time teller program and learn how to improve part-time teller recruiting and retention.

Webinar: ROI Analysis Branch Incentive Pay Programs » Get a look at just how impactful not having an incentive program can be to your institution when you attend this webinar brought to you by FMSI. Uncover insights for optimizing your teller productivity plus strategies for getting the most out of a teller incentive program.

Webinar: Lobby Management The Last Frontier With a Special Guest From Tower FCU » See detailed industry insights about overlooked lobby management best practices in the retail branch environment. March 6th & 8th.

FMSI Webinar: Top 6 Steps to Reduce Teller-Idle-Time » See detailed industry insights about teller workforce utilization practices in the retail branch environment.

2011 FMSI Teller Line Study Review » Are teller line labor costs draining the profitability out of your retail branch network? Find out at this recorded online event - with special guest speaker from Arizona Federal Credit Union.

Impact of Low Transaction Volume Branches » Get a look at just how detrimental LVBs and other productivity draining practices can be to your organization when you view this recorded webinar brought to you by FMSI. Uncover insight for optimizing branch staffing, plus strategies for improving productivity rates and enhancing or restoring profitability to your institution no matter how many branches you operate.

Featured

FMSI Teller Line Study » For the past twenty years, FMSI has conducted a detailed annual study of the teller activities for the month of March as a benchmark. The study is a compilation of statistics from the branch environment in community banks and credit unions located in geographic regions ranging from Florida to Alaska.

White Paper: Turning Big Data Into Smart Data » Learn practical real world examples of how your financial institution can better utilize its Big Data.

FMSI Workforce Utilization Study » The FMSI Workforce Utilization Study is based on data from 10,000 financial services employees from over 1,000 branches across the United States. See detailed industry insights about teller workforce utilization practices in the retail branch environment.

White Paper: Achieving World Class Service with Technology » The complimentary FMSI Service White Paper aims to answer the question--Is there a way to improve branch service levels with a lean staffing approach, particularly by implementing technology?

FMSI Industry Benchmarking White Paper » See how industry teller productivity benchmarking can play a vital role in your branch performance improvement process. The free FMSI white paper provides senior level managers with insights around utilizing actionable branch performance business intelligence.

Leveraging Accessible Data for High Yield Results » Deep-diving the top senior management performance business intelligence reports that drive improved staff performance and operational efficiency.

Part-Time Teller White Paper » Get key industry metrics around the effectiveness of a part-time teller program and learn how to improve part-time teller recruiting and retention.

Incentive Pay & Branch Culture White Paper » The FMSI Incentive Pay & Branch Culture White Paper features detailed variable compensation analysis based on 15 million teller transactions taking place at over 2,200 branches from financial institutions all over the country. The study spotlights the incentive programs at five different financial institutions.

Lobby Management White Paper » The FMSI Retail Branch Lobby Study is based on 344,000 interactions taking place during the fourth quarter of 2011--on the platform side of the branch--from financial institutions all over the country. The interactions of the study include all types of service and sales exchanges between account holders and lobby employees.

Low Transaction Volume Branches: An Overlooked Opportunity » This white paper illustrates how bank and credit union executive management has the opportunity to make decisions, supported by validated data - that can significantly reduce the negative financial impacts that low volume branches are having on their branch networks.

The Impact of Federal Regulations on the Financial Services Industry » The combined financial impact of both the Durbin Amendment and Regulation E Section 205 has forced banks and credit unions to turn-over every rock in an effort to do more with less. Learn how to offset costly federal regulation impacts.