As competition increases organisations are becoming increasingly concerned about the role and contribution of their branch networks.
The traditional approach to managing branch performance: setting targets and monitoring profitability, no longer provides for effective management of all branch activities such as sales, transaction processing, account administration and customer service.
With proactive and consistent management of work, people and processes, combined with real-time automatic operational MI you can determine, monitor and constantly review the optimal use of branch resources to improve the customer experience and reduce costs.
End-to-end processes can also be managed from the branch through back office process teams to improve customer service expectations and ensure the interaction between front and back offices are not vunerable to process breaks.
eg opeational intelligence enables your branch network to work. Do you know ….
- The value another member of branch staff would add?
- How many staff are needed to provide excellent customer service throughout the day?
- What branch activities could be centralised? How will this improve performance?
- The impact of staff skill levels on branch performance?
eg operational intelligence can answer these questions and also allow Managers and Team Leaders to:
- Provide visibility of all work received and outstanding, allowing quick resolution of chase up calls such as ‘have you received my…’ etc.
- Immediately access any outstanding work handed-off to other areas or being processed in back offices on which the caller requires immediate action.
- Understand how individuals spend their time, and therefore where improvements can be made.
