Banking was once largely about how many branches an institution had, and what interest rates it offered. But today’s customers are savvy—and have options.
“A customer may not know or care about a cloud strategy, but they will know how adaptive their financial institution is to newer technologies, to offering new products,” said Peter Tapling, Nacha Technology Advisor. “Having that agility, having a unified experience across all of your platforms, and providing something that appears to consumers to be technology native will become increasingly important.”
Leveraging technology was the focus of a recent Nacha Elevation Consulting webinar, where Tapling and Bipin Sahni, Chief Strategy Officer at Persistent Systems, stressed that digital transformation is not just for the biggest banks. Credit unions and mid-sized banks need to be upping their game.
“You have to think through what segment do you really want to cater to. Are you ready to cater to the next generation, which is purely mobile, doesn’t want to go to a branch, does everything online?” said Sahni.
“These technologies will help you streamline your customer experiences and build better operating models, because it’s also about better operating models,” said Sahni, adding this doesn’t necessarily mean a clean sweep.
“You don’t have to replace everything you already have. The idea is to see what fits well in your future game plan,” said Sahni. He noted the vast experience of Persistent Systems, a Nacha Preferred Partner, delivering digital business acceleration and enterprise modernization for businesses across all industries and geographies.
“We can help from every angle,” said Sahni. “The experience that we bring is that we’ve seen it, we’ve done it. And, more importantly, we are there to listen to you first.”
For mid-sized banks and credit unions, Sahni called this “the perfect time” to be leveraging technology. After all, as Tapling noted, it’s all about serving customers where they want to be served.
“I don’t think every bank branch will become a coffee shop,” said Tapling, “but every coffee shop will become a bank branch.”