Metro Bank
Metro Bank uses Formpipe's all-inclusive banking solution to deliver on its customer service promise.
Formpipe's all-inclusive banking solution helps Metro Bank uphold its commitment to providing excellent customer service.
A key factor in Metro Bank’s promise to open in-store accounts in 15 minutes lies with Autoform DM’s ability to link customer signatures, photographs and documents to the Temenos Transact Single Customer View and Lasernet's ability to generate personalised customer documents instantly.
In addition, Autoform DM provides fast access to documents, allowing Metro Bank to instantly supply copy statements to customers and resolve any queries as they arise.
The huge success of their fast account opening has certainly created press headlines. Still, more importantly, industry analysts suggest that it is a critical factor in attracting thousands of new customers in the first few months of the launch. Indeed, when testing the account opening service banking customer service analysts, KeyData, said that it was “the best that they have ever encountered”.
Additionally, as Formpipe's banking solution is pre-configured to work with Temenos Transact out of the box, the account opening process can be swiftly rolled out to new stores to support Metro Bank’s expansion plan of 200 stores by 2020.
Temenos integration
Output management, scanning and archiving solution that integrates with Temenos Transact.
Provides real-time customer view
Metro Bank can provide customer photograph, signature and document views directly from Temenos Transact in real-time.
Fast implementation
The solution was swiftly implemented, without customisation, to minimise start-up costs and to meet Metro Bank's planned rapid expansion.
In-store account opening in 15 minutes
Traditionally, customer account opening has been intensely manual, paper-driven and plagued by inter-departmental delay.
Metro Bank’s own research has uniquely identified that if the account opening process becomes more about starting a relationship with the customer and less about tedious form filling, you increase your opportunities to create a customer for life.
At Metro Bank, accounts are always opened in-store giving it a sense of occasion. The personal banker uses Temenos Transact flow-enhancing sequential screens to take the customers' details. Lasernet is used to create the personalised account opening approval letter for the customer to sign, as confirmation of their agreement - all within the 15 minute period.
Autoform DM then automates the process of scanning and linking views of customers’ documents, photographs and signatures to the Single Customer View in Temenos Transact. This allows the customer's photograph and signature to be displayed in the SCV so that they can be verified each time a transaction is made at any store. A simple and very effective account security enhancement.
Document views linked to SCV leads to faster resolution of customer queries
The dynamic links between Autoform DM and Temenos Transact SCV also underpin another of Metro Bank's customer service initiatives: the ability for any member of staff, at any store, to resolve a customer query on any product.
Autoform DM automatically archives a copy of every document and creates links to the document image in the SCV. This means that a customer can walk into, or phone, any Metro Bank store and a copy statement can be emailed or printed out almost before the customer has finished voicing their request. "Customers are quite rightly impressed" says David Gould at Metro Bank.
Reproducible and scalable for new Stores
Another reason for selecting Formpipe's all-inclusive banking solution is that it integrates perfectly with Temenos Transact, attaining full certification for use in banks across the world.
Metro Bank recognised that it could not afford a lengthy customisation programme which would increase the start-up costs of the bank. With a planned rapid expansion in the number of Metro Bank stores, it was essential that the solution could be quickly replicated for each new location. David Gould, at Metro Bank, notes:
“It is the ultimate test of the robustness of the integration of Formpipe with Temenos Transact, that every new store implementation has been virtually ‘copy and paste’ and pays testimony to the effort that both companies have put in. Indeed, it has been a major contributing factor to the success of the UK Metro Bank launch.”
How it works
Take a closer look at what an important part Lasernet and Autoform DM play in the fast set-up of a new customer account, as well as for the long-term relationship with the customer:
Account opening agreement letter
Accounts are opened in-store. Temenos offers flow-enhancing sequential screens to take the customer's details. Lasernet creates the personalised customer account agreement opening letter which includes a Lasernet generated indexing barcode.
When the customer signs the agreement, the signed copy is scanned along with the customer's identity documents (passports, etc) using a multi-function printer copier. There are additional automated checks to verify that all of the pages have been scanned and that they all belong to the same customer and are in the right order. If there is a scanning error, the pages are sent to an error processing queue for manual resolution.
The signed copy is immediately available to all authorised personnel in every store via the Temenos Transact SCV.
Signature
Lasernet extracts the customer signature from the signed agreement and links the image to the SCV so it can be verified every time a customer makes a transaction.
Photograph
A webcam photograph of the customer, taken during the account opening process, is also captured by Autoform DM, allowing for instant customer identification at any store in the future.
Identity documents
These are scanned with the signed application form and sent to the same archiving stream which is automatically linked to the SCV.
Customer statements, correspondence, loan & mortgage agreement documents
As the relationship with the customer continues, Autoform DM archives bank statements, correspondence and loan & mortgage agreements all with dynamic links to the document images in the Temenos Transact SCV. In the event of a query, any authorised member of staff can click on the link to view, print or email the relevant documents.
Read more about our all-inclusive banking solution:
Autoform DM
Autoform DM offers the ultimate flexibility for every customer-centric business looking for an effortless yet powerful archiving solution.
Lasernet
Lasernet formats, prints, delivers and archives data from ERP solutions around the globe, making document management simpler and streamlined.
Banking
Formpipe's integrated output and document management solutions enhance raw banking data, allowing your bank to create exceptional documentation.