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Macatawa Bank Selects FMSI’s Branch Scheduler to Increase Sales Activities during Staff Downtime

December 23, 2013

Financial Management Solutions, Inc. (FMSI), a provider of business intelligence solutions for banks and credit unions, announced today Macatawa Bank (Macatawa) has adopted FMSI’s branch scheduler and reporting solution.  The $1.5 billion Michigan-based financial institution will use the FMSI staff management system toassign sales activities and other meaningful tasks during precisely identified downtimes at its 26 retail branch locations.

“As customers increasingly use alternative delivery channels the ability of our staff to proactively deliver sales through service has increased, says Jill Walcott SVP, Retail Administration at Macatawa Bank.  “FMSI’s employee scheduler helps us maximize our branch staff to  efficiently identify and assign specific tasks duringstaff downtime in the branch, like making outbound relationship calls with our customers.”

FMSI’s Teller Management System™ addresses the concerns of today’s financial institutions: keeping down expenses while improving service levels in the branches. Through the collection and then preparation of teller transaction data from an institution’s core system, TMS quickly empowers management teams with easy-to-read and actionable business intelligence.

“It’s easy to find tasks to fill time other than making outbound calls to account holders,” adds Walcott.  “The FMSI solution pushes our employees a little out of their comfort zone, and holds them accountable for sales activity.  I was most impressed with the system’s benchmarking feature that allows for internal and external peer comparisons.  This type of relative performance review will help to motivate our team.”

“Maintaining teller staffing at the ideal level to ensure customer satisfaction can sometimes be a very bank specific decision,” says W. Michael Scott, President/CEO of FMSI. “Without accurate information, most financial institutions are not equipped to make a proper evaluation. With more than 20 years of experience helping banks and credit unions improve the productivity of their staff, our unique solutions for measuring and forecasting transaction volumes regularly reveal areas for better service and increased productivity.”

Macatawa Bank

Headquartered in Holland, Mich., Macatawa Bank offers a full range of banking, retail and commercial lending, wealth management and eCommerce services to individuals, businesses and governmental entities from a network of 26 full-service branches located throughout communities in Kent, Ottawa and northern Allegan counties.  The bank is recognized for its local management team and decision making, along with providing customers excellent service, a rewarding experience and superior financial products.  For more information, visit

About Financial Management Solutions, Inc. (FMSI)

Located in Atlanta, GA and established in 1990, FMSI provides easy-to-use, yet sophisticated, business intelligence systems – The Teller Management System™(TMS), The ContactCenter Management System™ (CMS), and the Lobby Tracking System™ (LTS)—that allow financial institutions to manage and staff to meet their service and sales needs. FMSI’s smart scheduling application gives banks and credit unions the ability to optimally schedule their team throughout the branch network, and to manage staff through easy to read color graphics, online interactive dashboards, and succinct management reports. FMSI provides performance management information exclusively to financial institutions of all sizes, including a workforce optimization comparative data benchmarking report that allows clients to see where they rank amongst their industry peers. Visit the company’s website at http://www.fmsi.comor call 877.887.3022 to schedule a complimentary online demonstration of any of our products.

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