Academic journal article ABA Banking Journal

Simplified Workflow-Renewed Interest in the Branch as a Delivery Mechanism

Academic journal article ABA Banking Journal

Simplified Workflow-Renewed Interest in the Branch as a Delivery Mechanism

Article excerpt

This article suggests that bankers need, more than ever, to consider technology platforms and deployment alternatives when making software acquisition decisions. After years of focusing on other delivery channels, banks have a renewed interest in the branch as a delivery mechanism for their products and services. While the branch provides the high-touch channel that customers want for some bank activities, and offers a competitive advantage over some other financial service providers, it presents some unique problems and challenges to deliver the kind of customer service quality that banks intend.

Existing software may be too expensive, from a maintenance and support standpoint, to deploy in multiple locations. Transaction activity may be fragmented, over an ever-larger enterprise. Software acquired to assist with one activity communicates poorly, or not at all, with that acquired for a related activity. Additionally, banks spend far too much money to train higher volumes of incoming, less-experienced employees to use the expert systems that the bank has acquired, only to see those employees leave before that cost can be recouped. …

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