4 minutes
Video tellers, video conference, remote messaging systems and ATMs enhance branch performance from a distance. So it’s not totally surprising that today’s technology is also enabling remote management of branches, literally from the facility manager’s phone, helping to make branches more efficient.
When I started managing facilities in the banking industry, I had to rely on scheduled maintenance inspections to discover problems. If there was an emergency issue, our help desk received a phone call and we dispatched one of our service partners. Today knowing when maintenance needs to be called is much more automatic.
In the last 15 years, building systems monitoring has evolved and now could be considered part of “the Internet of everything” trend. Here’s a summary of many ways remote monitoring can be applied to the benefit of your credit union and its members:
- Systems programming now can provide the status and performance of air-conditioning systems; the settings can be changed at any time. Sump monitors send out a message if there is any flooding; sprinkler controls tell the facility manager when watering is taking place, and how much rain has fallen over a set time. These systems even monitor if the soil is too wet or dry.
- Lighted signage and electronic reader boards are a key brand and messaging element on the exterior of a branch. When a digital sign is out or the reader board is not running, branch appearance suffers considerably. Monitoring systems send up a red flag when signs are not working—and even notify the sign maintenance firm to come out to perform an immediate repair.
- Energy systems can be programmed more specifically than in the past. While older systems might have just two heating and cooling zones, the new ones allow different cooling and heating on each side of a credit union’s building as the sun moves, as well as individual room controls. The best systems allow the facility manager to know the temperature in every room in thousands of branches from their smartphones. The best help a credit union save on energy costs while still keeping everyone comfortable.
- Security monitoring has evolved from photo cameras to digital technology that provides facility observation from anywhere. This allows the facility manager and head of security to instantly see what is going on in a building, whether it is a robbery, fire, earthquake or the work of maintenance people.
- Security systems also can be used to observe staff actions and enhance performance. This is particularly important as many credit unions are changing their business models and staff roles with new performance expectations. Training, human resources, marketing and branch operations team members can check to see if staff are embracing new ways of doing business and are taking the right actions to build productive member relationships.
- Cash levels can automatically be monitored in ATMs, cash recyclers and dispensers, and video teller units. This is important because cash in a branch is a non-productive opportunity cost. The lower the amount of inactive cash, the more there is to loan and generate income. By studying cash flow and watching the amount of money on hand, idle cash can be reduced. An added benefit is the ability to load cash before or after the branch is open to improve security and reduce armored car replenishment cost.
- Remote scheduling for such things as “hoteling spaces” in a credit union’s office can also be useful. High value service providers may use these sometimes-empty spaces in each branch during their on-site visits. The problem is scheduling these shared spaces in an easy way. Steelcase and other companies offer solutions that make it possible for staff to check availability of a hoteling station. The room’s schedule is shown on a door-mounted display indicating the topic to be covered in the meeting, such as mortgages, investments, insurance, small business. Room occupancy can be monitored to see which branches make the most use of hoteling space for specific lines of business. This information can be used to help determine staffing levels.
Branches are expensive to develop and operate. Remote monitoring and management can help improve branch efficiency and productivity. Today the branch can be in the pocket of the consumer—and credit union management as well.
Paul Seibert, CMC, is principal/financial and retail design, for CUES Supplier member EHS, a NELSON Company, Seattle.
