Branch Delivery & CRM: An Evaluation of Branch Automation Vendors

by Isabella Fonseca, November 21, 2002

Abstract

Boston, MA, USA Milan, Italy November 21, 2002

In a new report, Celent recommends the top branch automation vendors for US banks, and analyzes CRM and branch automation technology as well as the best technical approaches to branch automation deployments.

Banks are presently seeking front-end technologies that leverage previous and future investments in back-office and CRM technology at customer touch-points. According to Anjalee Davis, co-author of the report, "These commitments make some kinds of branch automation software more attractive than others to banks. Banks are looking for technology that prompts timely and accurate data collection, provides a full customer profile to begin all transactions, and has extensive cross-selling capabilities."

Vendors profiled in this report include: ARGO Data Resource, Getronics, Harland Financial Solutions, Metavante, Product4, S1, and Webtone. Celent evaluated the vendors according to four criteria: ease of use, cross-selling capabilities, customization options, and integration configurations. The ratings were based on information from questionnaires, interviews, and client references. Celent recommends the following branch automation vendors:

Top Branch Automation Solutions

Large Financial Institutions (>$20 billion assets) Mid-Size Institutions ($5 - $20 billion assets) Small Institutions (<$5 billion assets)
Harland  S1 Product4
ARGO  Webtone S1
Webtone Getronics Metavante
Source: Celent Communications

Celent found that the relationship between branch automation and CRM is particularly important. According to Isabella Fonseca, co-author of the report, "Branch automation has close ties with customer relationship management technologies, as it supports a bank痴 ability to attract and retain customers, cross-sell additional products, and, ultimately, increase branch profitability. Upgrading branch technology, specifically teller stations and platforms, allows branch staff to access to vital customer information across multiple delivery channels and back-end applications, thereby increasing the chances for successful up-selling and cross-selling."

A is available online.

of Celent Communications' Retail Banking research service can download the report electronically by clicking on the icon to the left.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
mpace@celent.com
Tel: +1 212 345 1366

Europe (London)
Chris Williams
cwilliams@celent.com
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
ynagaoka@celent.com
Tel.: +81 3 3500 3023

Table of Contents

 

Boston, MA, USA Milan, Italy November 21, 2002

Return to report Abstract

 

EXECUTIVE SUMMARY 3
INTRODUCTION 4
MARKET OVERVIEW 7
TECHNOLOGY OVERVIEW 11
  Software Configurations 11
  Operating Environments 13
  Architecture 14
  Branch Automation & CRM 15
BRANCH AUTOMATION SOFTWARE 17
  Review of Key Players 17
  Selection Criteria 18
VENDOR PROFILES 23
  ARGO Data Resource Corporation 23
  Getronics 24
  Harland Financial Solutions 25
  Metavante 27
  Product4 29
  S1 30
  Webtone 31
VENDOR COMPARISONS 34
  Client Base and Target Markets 34
  Teller Software 35
  Platform Software 36
VENDOR RECOMMENDATIONS 37
FUTURE TRENDS 39

 

        

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