Branch Delivery & CRM: An Evaluation of Branch Automation Vendors

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21 November 2002


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 (
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.