Client Case Study with HORIZON Teller Capture. Russell High, FIS Product Manager Kevin Klump, Industry Bancshares May 24 th, 2017

Transcription

1 Client Case Study with HORIZON Teller Capture Russell High, FIS Product Manager Kevin Klump, Industry Bancshares May 24 th, 2017

2 Agenda for today What is Teller Capture How will it help my institution? What will change? How does it work HORIZON Teller Capture experience Development update Lessons Learned Questions 2

3 Introduction to Teller Capture 3

4 The branch image capture evolution We started at the back counter Focus was on paper to image Speed of processing Reduce courier runs Evolution continues to the front counter and/or self service Efficiency (back office AND front) Cost savings Rising costs Branch traffic declines but isn t going away 4

5 Many customers like branch deposits Source: Javelin, Mobile Imaging: Going Beyond Mobile Remote Deposit, February

6 How Will Teller Capture Help? Customer Teller Back office Improved customer service Speed of transaction Greater accuracy of transaction Extended deposit cutoffs Supports single handling of transaction More efficient/no missing items, etc. Reduced manual data entry More face time with the customer Reduction in data cleanup Reduction in day 2 work Virtual tickets bring cost savings 6

7 7 Cost Benefits with Teller Capture Cost Savings Branch Capture Teller Capture Transportation Reduced back office labor Paper savings Reduced adjustments Reduced research Rapid processing

8 Reduced Item Processing Costs FIS three bank study: FIS compared 3 scan and go branch capture sites with teller capture Reduction in item keying from 20% 40%, down to.003% Reduction in deposit adjustments from.3% to.00003% Branch Capture Bank 1 Bank 2 Bank 3 Item Count 110,104 86,873 93,467 % Edits 40% 23% 16% Deposit Adjustments % of Adjustments.36%.42%.19% Teller Bank 4 96,780.2% % 8

9 Case Studies 9

10 Small Institution Less than $500,000 in assets Six branches in single community Outsourced item processing Previously using back counter branch capture Seeking to reduce charges for data correction and adjustments Goals: Minimize customer impact Reduce item processing costs Lower teller overtime Return on investment: Highly improved teller accuracy Significantly reduced fees (items corrected down from 22% to.003%) Deposit adjustments nearly eliminated Tellers finished all work by end of shift (no overtime) 10

11 Medium Institution Approximately $10B assets and 100 branches Goals: Cost reduction (item processing, courier) Alleviate back counter scanning by tellers Reduce item processing exceptions Concerns: Training Transaction time at the teller line (commercial in particular) Results: Training was easier than expected Commercial deposits accommodated 40% reduction in item processing cost Near elimination of deposit adjustments Reduced time to complete normal transaction Complete return on investment in Year 1 11

12 Large Institution Hundreds of branches in many states Significant in-house item processing organization Four in-house sites Nine outsourced sites Shifting from paper to image exchange Goals: Cost reductions Boost teller cross sale opportunities Improved Customer Experience Adjustments per 10k in back counter ~80 Adjustments per 10k in POD ~45 Adjustments per 10k in best in class 14 Adjustments per 10k in teller capture 13.7 Return on investment: $20 million in savings and infrastructure takedown Efficiencies 23 hours per branch per month Branch sales and service model 18% close on next best product (125% increase) 70% increase across the bank Improve quality of service 12

13 Client Case Study Industry Bancshares 13

14 Who is Industry Bancshares Based in Industry, Texas 6 bank holding company 24 locations $3.6 billion in assets Too Many Conversions Converted 5 banks to HORIZON in 2013 Converted 6th bank in 2015 Converted 2 banks into an existing bank over the last 12 months HORIZON Teller using DirectLink

15 Why Teller Capture Improve item processing Eliminate daily cutoff times Eliminate documents, try to go paperless

16 Roll out process Decided to use DirectLink to eliminate the need for additional servers. Ordered new teller hardware. Configured and deployed 125 Epson TM-S9000 scanner/printers Setup test drawers with test environment in Image Centre Training sessions for the tellers

17 Lessons Learned Tellers are the beginning, middle, and end of proofing the transaction Before TC - Tellers were not running transactions correctly Other departments run too many paper tickets Fast roll-out worked better, train one week, go live the next week. Take advantage of power user Better Communications with the customer. Pre-defined responses to why a deposit slip is not needed and the new receipts. Tip sheet from HORIZON implementations is great.

18 We should have done this sooner, I love it! - Citizens State Bank Teller 18

19 Russell High, Kevin Klump,