New delivery systems can complement traditional channels.
by. Dan Moultrie and Dean Nolan
Was your credit union on the forefront of technology adoption, building out mobile capabilities before the demand was there and accepting deposits via remote data capture or in your ATMs?
Did you recognize early on that these technology-based solutions could complement your traditional channels, including branches and your contact center?
Or perhaps your institution took a more cautious approach, watching others test the waters first before dipping your toe in.
Either way, if you now offer members technology-based alternative delivery services—including online banking, mobile/text banking, mobile deposits, online bill pay, etc.—those who have taken advantage of them likely love them, and you have realized significant growth as a result.
Now that all of the early adopters are on board, however, are your growth rates leveling off, and is your cost per user of alternative delivery services holding steady or slightly increasing as compliance costs have skyrocketed? How can you address this?continue reading »