Your customers, your community, your opportunity

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Community Banking Month is upon us. It’s the ideal time to promote the impact your bank has in the local community while highlighting your ongoing commitment to your customers. I think that goes hand-in-hand with looking internally for potential process improvements to ensure your bank is evolving to support future growth and sustainability.

Embrace the technologies your customers expect

We all know today’s community banks face numerous challenges. Regulations are increasing operating costs and stifling organic growth. Customer demands are driving the adoption of mobile and e-signature technologies. To evolve and persevere, community banks must expand and enhance customer relationships while continually increasing operational efficiencies and meeting regulatory requirements.

With all the choices banking consumers have these days – credit unions, competing community banks and even megabanks – you need to make sure you’re offering customers and potential customers the best service you can. The more you do for your customers 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 files on a shared drive.

Ditch the paper

Utilizing a document management or enterprise content management (ECM) solution to reduce your bank’s dependency on manual and paper-based processes gives you the ability to focus on what’s important – your customers and the community.

Electronically storing and organizing your information in an ECM solution also guarantees consistent and timely management and disposition of documents. This facilitates easier audits, ensures compliance with internal and external standards and prevents costly legal battles or bad press.

For community banks that embrace process improvements, like electronically storing all the paper that comes in the door every day from all over the bank in one central location, achieving customer satisfaction becomes much, much easier.

After all, what your employees are looking for is customer information, often while a customer is right in front of them or on the phone waiting for an answer. Your customers deserve resolution and information quickly and accurately. And not just every April – they deserve it with every single transaction.

 

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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