Sharing the Love: Community Banks, Document Management and ECM

A recent quote from the Independent Community Bankers of America (ICBA) struck me as simple, powerful and true. “Community banks are about Main Street,” it says. “They’re the financial foundations of our country.” By keeping money and revenue local, community banks focus on people and businesses in the area, building relationships and opportunities.  

That’s especially important in tough economic times. Because running a successful community bank means you need to help your community be successful as well.

With that in mind, and with April being community banking month, ICBA has launched the second edition of its popular “I Love My Community Bank” campaign, designed to celebrate and draw attention to the importance of community banks.

So how do you make sure your customers are really feeling the love? With all the choices they have these days – megabanks, other community banks and credit unions – you need to make sure you’re offering customers and potential customers the best service you can.

But love for a community bank doesn’t just come from the outside – it starts inside, with an efficient organization. The more you do for your customers and outside stakeholders on a timely basis, the better. A great way to do that is to give employees the ability to find what they’re looking for with a few mouse-clicks, instead of searching through file cabinets, folders or file shares.

After all, what your employees are looking for is customer information, often while a customer is right there in front of them or on the phone or waiting for an answer. And customers love when you can provide a more complete answer swiftly and accurately.

That’s a difficult task in a lot of organizations. Especially those that haven’t evolved from the Box-in-the-Basement Age to the Information Age.

But for community banks that embrace new ways of thinking, like electronically storing all the paper that comes in the door every day from all over the organization – including branch locations and operations centers – in one central location, achieving customer love becomes much, much easier.

Reducing your dependency on manual and paper-based processes gives you the ability to focus on what’s important – your customers and the community. And it reduces the costs involved with storing, shipping and searching for paper.

Utilizing a document management or enterprise content management (ECM) solution to automate processes is a great way to:

  • Shorten lending cycles
  • Share information by integrating with your core banking system
  • Meet compliance regulations

When you’re empowered to quickly and efficiently serve the community, that’s when people say, “I love my community bank.” And they’ll really mean it.

Michelle Harbinak Shapiro

Michelle Harbinak Shapiro

Michelle Shapiro brings more than 15 years of experience in the banking industry to her role as Financial Services marketing portfolio manager at Hyland. Her mission is to share best practices and evangelize the power of ECM as a tool for banks, credit unions and lenders to help automate paper-based processes and proactively manage regulations.

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