Suncoast Credit Union selects FMSI’s Omnix Lobby Tracker® to help improve branch service and staff performance
TALLAHASSEE, FL (April 29, 2016) — FMSI, a leading branch software provider for banks and credit unions, announced today that Suncoast Credit Union has adopted its Omnix Lobby Tracker®. The $7.3 billion Florida-based financial institution can now better track employee interactions with account holders and improve their member service experience in their 60 locations.
“The previous process of signing in our members when they arrived at the lobby was not the most efficient from an operations standpoint of in terms of service experience, so we were proactive in seeking technology to meet member’s needs,” says Sheri Eaton SVP / Service Center Operations at Suncoast Credit Union. “With our main focus being to provide members with an exceptional experience, a simple electronic sign-in solution with robust reporting in the back-end to help identify service gaps was exactly what we needed. Furthermore, FMSI’s real-time reporting will provide valuable feedback to our management team to assist in managing our staffing levels to meet account holder demand during crucial busy times––a feature especially powerful to have when we need to allocate team members to branches as needed.
The FMSI Omnix Lobby Tracker® helps banks and credit unions capture their branch pulse by tracking and measuring both the member experience and employee performance (with iPad and kiosk integration). With over 25 unique service and sales reports including: employee productivity, account holder volume and cross-sell reports, FMSI’s sophisticated application is transforming how financial institutions are managing their lobbies.
“We’ve invested heavily in recent years towards making our branch network much more tech-savvy,” says Eaton. “With tablet integration, FMSI’s lobby tracking solution helps us to continue to advance our branch tech-focused brand, which our members love. One of the first things they’re going to see now when they walk into one of our branches is a sleek tablet to sign in with––a level of experience that takes us far away from previous member service tracking methods.
“Without the right business intelligence, most financial institutions are not equipped to make a thorough evaluation of lobby performance levels,” says W. Michael Scott, CEO/Chairman of FMSI. “FMSI has more than 25 years of experience helping banks and credit unions improve the productivity of their staffs through meaningful business intelligence. Our unique solutions for measuring lobby performance regularly reveal areas for better service, sales and productivity.”
About Suncoast Credit Union
Suncoast Credit Union is the largest credit union in the state of Florida, the 10th largest in the United States based on membership, and the 10th largest in the United States based on its $17 billion in assets. Chartered in 1934 as Hillsborough County Teachers Credit Union, Suncoast Credit Union currently operates 76 full-service branches and serves more than one million members across Florida. As a community credit union, anyone who lives, works, attends school, or worships in Suncoast Credit Union’s service area is eligible for membership. In 2021, Suncoast Credit Union’s field of membership was expanded to include public K-12 teachers, college educators, and educational support staff from all of Florida’s 67 counties. Suncoast is passionate about community support. Since its founding in 1990, the Suncoast Credit Union Foundation has raised and donated more than $40 million to organizations and initiatives that support the health, education, and emotional well-being of children in the communities that the credit union serves. For more information, visit suncoastcreditunion.com or follow us on social media: Facebook, LinkedIn, Twitter, and Instagram.