Transformation Starts

With Investigation

The retail landscape is changing.  Banks and credit unions are no longer competing amongst themselves; their customer’s and member’s expectations are being shaped by influencers like Amazon, Apple, and Airbnb.  Customers expect the convenience of digital engagement, and the option for face-to-face dialogue when and where they need and expect it.

To construct a transformation plan that works for you, start by investigating the perspective of your customers or members.  What is their demographic makeup and what can you learn from it?  Why do people bank with you today and how can you retain the critical values that define your mission as you transform your approach to engagement?  And finally, how does the technology I deploy enrich interpersonal connection, not compete with it?  Ultimately, retail branch transformation is about using technology and process to empower your people to be better ambassadors of your brand and to better serve your customers or members!

Know Where You're Going:

Set Clear Goals

Planning for branch transformation varies depending on your goals.  Are you looking to acquire new customers and members?  Are you looking to break into new markets or expand your service offering?  Are you looking to promote customer or member retention?  More than likely, you’re looking to achieve a number of key goals when designing your branch transformation project.

By setting clear goals at the onset, you’ll be able to begin designing professional development assets, rewrite policy, and educate technology and service partners to ensure the fundamental elements of your plan are collaborating effectively from the outset.  Don’t make the mistake of purchasing technology then attempt to find benefits.  Work with a partner that helps you make your unique goals a reality thought consultative discovery and the sharing of expertise and best practices!

Inspect on What You Expect:

Maintaining Momentum

Branch transformation is an ongoing, iterative effort marked by continual change and adjustment.  It doesn’t happen overnight, and it doesn’t stop with the installation of self-service technology or the publishing of new policy.  Successful transformation efforts require consistent observation, measurement, and feedback collection from customers, members, and employees alike.

To ensure you’re optimizing your investment, partner with organizations capable of both delivering quality service and demonstrating progressive thought leadership.  Technology and trends evolve more rapidly than ever before.  By working with experienced partners, your organization will stay ahead of the curve – leveraging innovation that complements your business goals while at the same time avoiding fads that distract from your core mission.

Building a Strategy Begins

With Questions

At Cornelius Systems, we’re convinced the best way to help you build a strategy is to ask questions – lots of questions.  What are your goals – lower operating costs, increase sales production, improve net promoter or satisfaction scores, all of the above? Once your goals are clear, we help you construct a plan that works cooperatively to deliver the best results.

Looking to optimize sales opportunities at your downtown branch?  Teller cash recycling is likely a better plan than advanced self service or video kiosk solutions as they promote sales discussions.  Looking to lower operating costs and migrate basic transactions to the most efficient platform?  Self-service lowers cost by eliminating staffing demand.  Looking for the best of both worlds?  Advanced-function video terminals, integrated to your core banking platform, deliver optimal benefit at an affordable price!

Executing the Plan:

Project Management Needed

Deploying new technology, particularly technology that modifies policy, impacts customer engagement, and potentially disrupts normal course of business during the installation and launch phases isn’t trivial.  You need to pay careful attention to your technology vendor’s project plan before moving forward.

At Cornelius Systems, we have a team of professionally-trained project management professionals that walk you through the process from order to go-live.  We mitigate disruption during the installation phase, share best practices that allow you to rewrite effective policy and procedures, and train your staff to ensure a comfort level with the technology.

Optimizing Investment

High performance technology is only as good as the team that maintains and supports it.  When selecting a partner, you need to evaluate their history, financial fitness, and track record of performance.  If they’re unable to keep the technology running in top condition, you’re unable to optimize the return on your investment.

At Cornelius, we service what we sell.  If what we deliver fails to perform, it impacts our ability to grow and invest as a business – our incentives are aligned entirely with the incentives of our partners!  Every technician we employ is factory trained and experienced on the technology platforms they support.  Don’t take our word for it, talk to the hundreds of customers in Michigan, Indiana, Ohio, and Kentucky that have relied on us to optimize the return on their strategic technology investments!