A customer complaint is usually the last sign that a bank’s operations are falling behind, not the first. Long before a customer says an approval took too long, banks are already seeing the warning signs. A loan approval that used to take three days now takes...
A coordinator at a regional distribution company runs every customer request through a single spreadsheet. It is usually color-coded by status, with a due-date column nobody fully trusts anymore. The sheet started three years ago during a busy quarter, back when the...
A woman opens a checking account from her phone on a Tuesday night, taps through the identity verification process, and expects the account to be opened instantly. What she gets instead is a message telling her the account needs two to three business days for manual...
Community banks have made strong progress in improving the way work moves across their organizations. Loan applications move through digital workflows, customer onboarding takes fewer manual steps, and many routine tasks are now automated. As a result, employees...
A customer walks into a branch asking about a loan application they started online three days earlier. The teller pulls up the account but finds no record of the application. The customer is forced to repeat information already submitted, but gets a different answer...
