A new online branch automation system has enabled Kansas-based Metcalf Bank to simultaneously hike customer service and reduce teller training time.
The system, a 32-bit Windows-based application from National Source One (NSO), replaces one that was installed three years ago by the bank's core host provider, Bankline (now InterCept). The bank, which hadn't received any system upgrades since then, wanted to take advantage of more robust processing capabilities on the market.
Yet while Metcalf was impressed with the NSO application's flexibility, control and efficiency, it was concerned that installing a new system could be cumbersome and that the tellers would have to undergo a lot of training. Those fears were quickly erased.
"NSO was able to provide us an adequate view of the software's capability," according to Alice Reeves, assistant vice president at Metcalf Bank. "Once we recognized that we could cut our training time in half and that the system would improve the capability of our tellers, we were sold."
NSO provided Metcalf free upgrades to its online teller offering with the purchase of its annual licensing and service agreement, which includes installation, training and ongoing teller help desk support. "The enhanced upgrade gives customers consistent real-time balances throughout our branches, which is very important in today's marketplace with all the different banking channels," said Reeves.
Equally important was the training provided by NSO for Metcalf's associates. "All the enhancements and the updates would not have been able to be used to the fullest intent without NSO's personalized training," said Reeves.
"From Metcalf's perspective, we believe that no matter how advanced the technology, the product is useless unless tellers are provided sufficient training," she continued. "NSO provided us more than sufficient training. They empowered our tellers by teaching them the significance and benefit of each feature, along with a host of quick reference tips on how to enhance the speed of customer transactions."
NSO, a Kansas City, Mo.-based systems integrator, specializes in replacing obsolete teller terminals and older DOS-based PC teller systems. Its online version gives tellers the ability to use built in CTR (cash transaction reporting) on laser forms, and verify signatures and photo ID. "The system is a highly advanced tool for the banking industry," said Rick Kramer, operations manager for NSO. "It offers banks room to grow and decreases the margin of error for transactions, teller inputs and teller/cash differences that can be problematic with many older systems."
"We pride ourselves in ensuring that the bank associates be 100 percent comfortable with the system before they process live transactions," he added. "Good training is the cornerstone of success."
Metcalf Bank is committed to offering the best to its staff and customers, said Reeves. "If tellers have a fully-featured system with which to work, along with strong, solid training, they can provide our customers with superior customer service. NSO has equipped us with both, and Metcalf is substantially reaping the benefits."