“Our average member wait time has gone down since we rolled-out FMSI’s Lobby Tracking System™.”
- Shelly McGill, Regional Manager of VCU
Alpharetta, GA (PRWEB) July 13, 2011
FMSI announced today that the implementation of its Lobby Tracking System™ has helped the $1.8 billion Veridian Credit Union (Veridian) improve its member branch experience and overall service levels.
“Previous to having the Lobby Tracking System™, our greeters would manually handle all our member traffic and it was somewhat difficult,” explained Shelly McGill a regional manager of Veridian. “Our receptionist would fill out cards and hand them to the Member Specialist and sometimes the cards would get lost. Furthermore, it was unsettling not knowing exactly how much time our members were waiting in the lobby.”
LTS helps banks and credit unions support their retail branch environment through a real-time electronic queue management solution, including over twenty different productivity and sales reports.
With LTS, VCU is able to assign members who are waiting in the lobby to specific Member Specialist, depending on what product/service they are there to talk about. For example, if a member needs to open an IRA, Veridian utilizes LTS to distribute the request to the right person who has the right skill set to effectively handle this need.
“Our average member wait time has gone down since we rolled-out FMSI’s Lobby Tracking System™,” Shelly remarked. “Best of all, no member leaves without prompt assistance due to the alerts the system sends out when somebody has been waiting too long.”
About Veridian Credit Union
Veridian Credit Union, founded in 1934 in Waterloo, Iowa, is a not-for-profit financial cooperative owned by its members. The credit union offers a full range of consumer financial services and employs more than 500 employees throughout 24 branches. For more information, visit http://www.veridiancu.org or call 800.235.3228.
About Financial Management Solutions, Inc. (FMSI)
Located in Atlanta, GA and established in 1990, FMSI provides easy-to-use, yet sophisticated, business intelligence systems - The Teller Management System™ (TMS), The ContactCenter Management System™ (CMS) and the Lobby Tracking System™ (LTS) - that allow financial institutions to manage and staff to meet their service and sales needs. FMSI gives banks and credit unions the ability to schedule their team throughout the branch network, and to manage staff through easy to read color graphics and succinct management reports. FMSI provides performance management information exclusively to financial institutions of all sizes. Visit the company's website at http://www.fmsi.com or call 877.887.3022 to schedule a complimentary online demonstration of any of our products.