The document discusses how mobile and online banking have impacted bank branches over the last 20 years. It notes that most transactions used to take place in branches, but as online banking adoption has increased from 18% in 2000 to 61% in 2013, and mobile banking adoption has risen from 18% in 2011 to 35% in 2013, branches have had to change. Specifically, branches now focus more on needs-based selling rather than transactions, use new technologies like cash recyclers and security features for efficiency, and have redesigned open floor plans with pods and universal associates. The future of branches involves more sophisticated sales approaches and technologies to remain profitable as transactions continue migrating away from the physical branch environment.

1. The Impact of Mobile and Online Banking on the
Branch Environment

2. • Welcome and Introductions
• What the branch was like 20 years ago (pre-internet)
• Online adoption over the years
• Mobile adoption over the last couple of years and predictions
• Changes in the branch
• Needs-based selling is becoming more popular
• Branch of the Future
• Open Discussion Including Q&A Session

3. Submit a question or
comment via chat

4. • Gordon A. Williams IV, FMSI EVP Business Development
• Randy A. Wardwell, FPS Gold President
• Chad Davis, FMSI VP of Marketing

5. The Branch—20 Years Ago (pre-internet) —
• Majority of transactions took place in the branch

6. The Branch—20 Years Ago (pre-internet) —

7. Online adoption over the years (Pew Research) —
• Online banking usage in 2000 - 18% of internet users
• Online banking usage in 2013 - 61% of internet users
• 85% of adults use the internet
• Mobile banking usage from 18% in 2011 of cell phone
owners to 35% in 2013

8. Mobile adoption over the last couple of years and
predictions (FPS GOLD Data) (Mitek) —
• 91% of US adults have a cell phone
• 64% of all mobile phones in the USA are smartphones
• 48% of smartphone users used mobile banking in 2013

9. Changes in the branch (new efficiency technologies introduced) —
• Cash Recyclers
• Security
• Efficiency
• Teller Capture
• 90% of teller transactions involve checks

10. Needs-based selling is becoming more popular —
• Automated needs analysis
• Person-to-person presentation, as well as electronic presentation

11. Omni-channel – coordinating banking experience in all channels —
• FPS Solutions – Design and flow integrated with Branch
Experience
• Seamlessly connect the user to his own workflow in all
channels.

12. Newly Redesigned Branch—
• Open floor plan
• Pods
• Universal Associates

13. Adopting Advanced Efficiency and Convenience Technologies —
• Personal Teller Machines
• Staff forecasting and scheduling systems

14. Using more sophisticated sales approaches supported
by technology —
• Implementing sophisticated sales data capture technologies
• Lobby tracker solution
• Predictive modeling around customer behaviors and habits

15. Position your FI for 21st century challenges —
• Transactions will continue to migrate away from branches
• Branches must adopt and become more sophisticated in
sales and service to be profitable

16. FPS GOLD believes in making banking processes simple and easy for our users. We
can manage everything from mobile and Internet banking to commercial banking to
operating your general ledger and payroll, leaving you to worry about the more
important parts of banking: your customers. Headquartered in Provo, Utah, FPS
GOLD has a distinguished track record with decades of experience, cutting-edge
products, and customer service with a personal touch.
– Learn more at http://www.fps-gold.com

17. FMSI provides performance management information and a
scheduling solution to financial institutions of all sizes, including
a workforce optimization comparative data report that allows
clients to see where they rank amongst their industry peers.
– Learn more at www.fmsi.com, or call 770.619.3443
– Download all FMSI white papers and recorded webinars at
fmsi.com/resources