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Enhance efficiency across branches, digital channels, and contact centers.

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Organizational Efficiency

 

Better Channels Destroyed Efficiency Ratios: Now What? 

Banks and credit unions have spent decades adding new channels. Now most spend 65 cents or more to generate every dollar of revenue because each channel requires more people, processes, and technology but creates few new revenue opportunities.

Here’s what happened to efficiency ratios and what financial institutions can do about it.

 

 

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Executive Snapshot

For decades, financial institutions expanded branches, call centers, digital banking, mobile banking, and lending channels to meet changing customer expectations. While convenience improved, many operating models became more complex and expensive. This report examines the trends driving efficiency challenges and the opportunities institutions have to improve performance moving forward.

Industry Outlook

8,779 Banks & Credit Unions Analyzed

Channel preferences are becoming increasingly fragmented across generations, creating new challenges for staffing, service delivery, and channel investment decisions. 
Projected Channel by Use Final

Key Insights

  • Understand the Channel Challenge. Learn how decades of channel expansion improved convenience while increasing operational complexity and cost.
  • Identify the Trends Shaping Efficiency. Explore four major forces affecting organizational performance, including demographics, channel preferences, fee income pressures, and rising operating expenses. 
  • Rethink the Operating Model. Discover practical approaches for aligning branches, service teams, digital experiences, and fulfillment processes around how customers actually engage with the institution. 

"Community financial institutions cannot improve efficiency ratios by cutting expenses alone."

 

The next generation of efficiency will come from rethinking how channels, staff, service, and fulfillment work together. 

To read the report in its entirety, click the link, Access Full Report.
Access Full Report

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