GLASTONBURY, Conn.-Expect more credit unions in 2012 to drive growth via significantly improved branch automation that takes the load off the front line and allows the CU to more easily absorb new members coming over from banks.
John Messier, VP product management for Open Solutions, told Credit Union Journal that his company has been hearing a number of CUs talk about branch automation upgrades.
"One credit union has what it calls the one-click program, where it wants to make the branch as automated as some of the channels like Internet banking. They are adding things like smarter ATMs, smarter kiosks and paperless tablet apps."
Outside of branch automation, Open Solutions highlighted other key areas in which technology will play important roles in 2012.
• Collaboration: "We have launched our DNAappstore and it has taken off," said Messier. "That is a good example of where we are trying to create a collaboration network, where ideas can be shared among our clients of any size."
• New market opportunities: "We see a lot of credit unions looking at small business support and expanding into that area," observed Messier. "Products, services, and technology that support that type of initiative are key."
• Attract new demographics: "Here it is really about channel growth and reaching the younger demographic with things like DNA Mobile, our mobile banking solution, and investing in DNA Web, our Internet banking solution," explained Messier. "We are rewriting our Internet banking platform to be an extension of DNA. We have completely redesigned the user interface."
• Expanding wallet share: "Credit unions may get the most bang for their marketing buck by combining intelligent back-office marketing with front-line follow up," said Curt Johnson, director of product management-CRM and business intelligence. "A member gets a targeted offer and then the front line is prompted when that member comes in to follow up."
