See detailed industry insights about overlooked lobby management best practices in the retail branch environment. Get a look at just how impactful not having the proper lobby management approach can be to your organization when you attend this webinar brought to you by FMSI. Uncover insight for increasing your lobby sales plus strategies for improving your lobby service no matter how many branches you operate.

1. Top 6 Steps to Increase
Workforce Utilization
With Special Guests From IH Mississippi Valley CU

2. • Welcome and Introductions
• Current State of Lobby Management
• Measuring the Right Data
• Streamlining the Sign-In Process–How does it work?
• Review 2012 FMSI Retail Branch Lobby Study
• A Closer Look – Tower Federal Credit Union
• Review Tactics for Improving Service / Sales in Lobby
• Open discussion including Q&A session

3. • Gordon A. Williams IV, FMSI EVP Business Development
• Steve Camp, Branch Service Manager, Tower FCU
• W. Michael Scott, FMSI President/CEO
• Chad Davis, FMSI Marketing Manager

4. Various systems capture product information in the lobby
• DDA systems
Current State of Lobby Management
• Time/deposit systems
• Loan systems
• Credit card systems
• In most cases no dedicated systems for tracking lobby
service

5. Measuring the Right Data
Management often struggles to measure the “right” key
performance indicators in the lobby.
Lobby Service Metrics—
• Average Assist Time
• Average Account Holder Wait Time
• Product vs. Service Interaction Percentage
• Services Most Often Provided

6. Measuring the Right Data Continued
Lobby Sales Metrics—
• Top Products Sold
• Cross-sell Ratio
• Number of Account Holders Assisted
• Specific Purpose for Each Account Holder Visit

7. What is a Queue Management System?
What is a Queue Management System?
A queue management system is typically a web-based
application that captures lobby performance information in
real-time.
• Used to streamline and professionalize the sign-in (arrival
and wait-time) process for account holders and lobby
employees alike.
• Provide on-demand reporting and analysis solutions for
management teams.

8. • The below are the results from the live webinar.

9. Streamlining the Sign-In Process – How does it work?
First Step— Account holder arrives & information is
captured by greeter, kiosk or iPad (name, purpose of visit,
Streamlining the Sign-In Process
time of arrival).
This information is then visible to lobby service representatives
through an online eClipboard.

10. Streamlining the Sign-In Process (con’t)
Second Step—the next available lobby service representative
makes their selection to assist the account holder
• Wait-time clock stops
Streamlining the Sign-In Process
• The assist time clock begins
Pop-Up Alerts (prevents service issues)

11. Streamlining the Sign-In Process – Continued
Third Step— Consultation between service representative and
account holder
Streamlining the Sign-In Process
• Service representative enters pertinent service and sales
information during this step.
• All captured information is stored in the system for later
analysis.

12. The 2012 FMSI Retail Branch Lobby Study
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
FMSI Retail Branch Lobby Study
institutions all over the country.

13. Lobby Study—Assist Times
The below chart represents assist times for three different
groups. Lobby assist time is the duration of the account holder
interaction with the lobby service representative.
Lobby Study—Assist Times

14. Lobby Study—Product & Service Metrics
The below charts represent the number of product and service
interactions in the lobby—between an account holder and a
lobby service representative.
Product & Service Metrics

15. • The below are the results from the live webinar.

16. Improve Wallet Share with Lobby Cross-Sell Metric
The below cross-sell ratio chart exemplifies how managers can
quickly gauge the performance of each lobby service
representative.
Cross-Sell Metric

17. Tower Federal Credit Union
Steve Camp, Branch Service Manager,
Tower FCU
Prior to Utilizing The Lobby Tracking SystemTM (LTS)
• Used a clipboard and sign-in sheet method for managing
lobbies.
• Calculated by hand: member wait times, number of members
seen by branch, and number of members seen by
representative.
• Log sheets kept for 6 months.

18. Tower Federal Credit Union
LTS Implementation Timeline
• November 2006 BAI Retail Delivery Conference - Demo
• Had a signed LTS contract by the end of December 2006
• The implementation was very easy
1st Introduction to Partnered With
Lobby Tracking System™ FMSI
November 2006 December 2006

19. Tower Federal Credit Union
Managing the lobby
• Detailed lobby reports and set performance goals (seven
members seen per FTE/day).
• Closely monitor overall lobby traffic.
• Adjust staffing and branch hours as needed.
• Study member interactions with specific platform staff.

20. Tower Federal Credit Union
Initial LTS Management Approach (Cont.)
• Carefully gauge success of marketing programs.
• Study volume increases based on certain events (card
compromises, Bank Transfer Day, potential government
furloughs, etc).
• Establish system alerts for a variety of situations.

21. Tower Federal Credit Union
Ongoing LTS Management
November 2007—Tower Federal Credit Union won the Credit
Union Journal Best Practices award for Queue Management.

22. Tactics for Improving Service / Sales in Lobby
Tactic 1—Migrate to an online sign-in process.
Improving Service / Sales in Lobby
• Moves all lobby information flow online.
• Senior level staff—can see real-time views of account
holders waiting in their lobbies.
• Results in a systematic tracking system that establishes
accountability on the platform side of the branch.

23. Tactics for Improving Service / Sales in Lobby
Tactic 2—Utilize Extensive Reporting to Support Decisions
Improving Service / Sales in Lobby
• Establish the procedures that drive the right employee
behaviors.
• Provides real-time recognition and accountability.
• Collecting and displaying “objective” data.

24. Tactics for Improving Service / Sales in Lobby
Tactic 3— Channel Lobby Service Traffic to a Call Center
Improving Service / Sales in Lobby
• Develop the right email and/or direct mail communications to
promote message.
• Train your branch service representatives to offer utilizing the
Call Center when appropriate.
• Display signs at the branch.
• Dedicated Call Center phone and/or a Kiosk in the branch.

25. Tactics for Improving Service / Sales in Lobby
Tactic 4—Deploy Self Directed Technology—Like Kiosks
Improving Service / Sales in Lobby
• There are sophisticated, self-directed technologies in
the marketplace enabling account holders to
complete some of their lobby interactions faster, such
as NCR’s new Video Teller Machines and interactive
Kiosks.
Video Teller Machine

26. Tactics for Improving Service / Sales in Lobby
Tactic 5—Outbound Call Management During Slow Periods
• Improving product sales requires great follow-up activity.
• Set weekly outbound call goals for your service
representatives.
• Measure these activities and manage the behavior.

27. What Do We Learn from This Study?
• Technology enhancements, such as a queue management
system with a detailed reporting solution, can lead to lobby
performance improvements.
• The appropriate tools can drive the right employee
behaviors through feedback, accountability, recognition,
and reward.
• Measuring and tracking the right lobby metrics on an
ongoing basis is critical to the success for measurable
improvement.

28. Conclusion
The branch lobby for most financial institutions is the last
frontier in the retail branch environment. Those institutions
that employ the right processes in their lobbies can vastly
improve their branch sales and service.

29. FMSI’s Lobby Tracking SystemTM
“Monitoring and improving branch operations by utilizing the
detailed Lobby Tracking System™ reports, not only makes my job
much easier, it also helps to establish accountability for everyone on
my team to perform at a higher level. I do not know what I would do
without it.”
– Tammy R. Christian, AVP/Branch Operations at Arkansas Federal
Credit Union
For a demo of the Lobby Tracking SystemTM please contact Gordon A.
Williams, EVP Business Development at FMSI, 877.887.3022 or
gordonw@fmsi.com

30. FMSI
For over 20 years FMSI has assisted over 600 financial
institutions nationwide in optimizing their branch networks.
– Learn more at www.fmsi.com, or call 770.619.3443