It is undeniable that increasingly sophisticated self-serve banking technology will change how credit union branch networks operate. However, some digital tools, including online account opening (OAO), have been shown to actually increase the effectiveness of individual branches as well as branch networks.
We call this the “force multiplier effect,” and it means your credit union will be able to reach more consumers in-market without expanding your branch network or increasing your marketing spend.
In a shifting financial landscape, digital channels have become the most cost-effective, efficient, and user-friendly way to acquire new customers. As credit unions consider expanding their digital services to meet customer expectations, they should understand how online options will impact their brick-and-mortar branches.
How OAO Makes Branches More Effective
In addition to bringing in new customers digitally, OAO software has the potential to make existing branches more effective. Insights gained through testing on digital channels — like which product names and descriptions to use or how many products to offer within a certain category — can also be applied to brick-and-mortar operations. Further, automating customer communications can increase overall engagement. For example, MANTL’s data suggests sending automated reminder emails for incomplete applications can boost submission rates by more than 7%.
Online account opening can also improve institutional efficiency in several other ways:
- Approve or deny 90% of account decisions without manual intervention.
- Automate tasks like core booking or check and debit card ordering.
- Store customer data including timestamps for quick and easy access or auditing.
These time-saving measures enable employees to focus their efforts on the in-person services people desire and building stronger banking relationships. Plus, high-quality digital services are likely to improve overall customer satisfaction and cross-sell potential. In fact, data from MANTL shows applicants deposit 13x more in initial funding when provided a positive onboarding experience.
How OAO Can Help Branches Grow
Technologies like OAO not only increase efficiency and geographic reach but also help branches scale. As a new physical branch costs millions of dollars to set up and run, the most cost-effective way to acquire new customers and grow deposits is through implementing user-friendly digital channels.
High-performing solutions such as MANTL’s OAO platform can lead to a 20% average increase in booked accounts. As such, financial institutions that have several physical branches but don’t offer digital tools like OAO are essentially leaving money on the table.
Although fostering long-term personal relationships remains a key component of acquiring new customers or members, implementing digital services is also an important part of helping your FI gain a competitive advantage. In particular, online channels can enhance the effectiveness of existing branch networks, giving community banks and credit unions the tools they need to adapt, compete, and thrive in a changing world.
Start building your best-performing branch today. Visit www.mantl.com/credit-unions or contact sales@mantl.com to learn more.
Nathaniel Harley is the CEO and co-founder of MANTL, an enterprise SaaS company helping traditional financial institutions modernize and grow. Founded in 2016, MANTL’s mission is to expand access to financial services. Before founding MANTL, Harley founded and invested in several startups and began his career in investment banking at Goldman Sachs. He is passionate about helping other founders, everything sports, and finding the best restaurants.
MANTL is a financial technology firm offering omnichannel account origination software for banks and credit unions. MANTL’s customers have raised billions in core deposits to date. Founded in 2016, MANTL is a privately held company headquartered in New York with the backing of prominent venture capital investors.