Many financial industry observers contend that branch networks must adopt a data-driven methodology if they expect to stay agile enough to maintain and build market share. Without a doubt, the need for analytics is greater now than it ever has been.
There are a wide variety of branch visitor metrics that are important to senior CU managers. Here are a few:
- Reason for visit
- Wait time
- Service time
- Other products/services discussed during visit
A robust visitor management system can greatly improve access to visitor metrics like the four essential ones listed above, while simultaneously increasing management’s “span of control.”
Key Takeaway: The human-powered branch is not going away. CU managers must be able to granularly capture analytics about both walk-in and appointment branch visits, and then act on those metrics in order to effectively manage their branch networks.