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#360863 - 05/18/05 05:59 PM Question for Imaging Banks
HR Banker Offline
Diamond Poster
Joined: Oct 2002
Posts: 1,027
We will begin imaging in a few months. How did you convey this change to your customers? Did they accept it well? Do all your accounts get images for free? Do you have accounts that have reduced fees if they will deline receiving images? Thanks for your input.

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General Discussion
#360864 - 05/18/05 06:11 PM Re: Question for Imaging Banks
mountainmannj Offline
100 Club
Joined: Feb 2005
Posts: 124
NJ
We spent a few months preparing our customers and staff for our image conversion. About two months before we included a statement insert (with a coupon for a free 3 ring binder to store their statements), one month out we included a statement message as a reminder. We have not offered any other incentive (lower monthly fees or a charge to return checks) to convince customers to go image. After the conversion our staff was able to handle the few concerns people had regarding image statements and as a result we only have a few customers receiving checks back in their statement.

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#360865 - 05/18/05 07:15 PM Re: Question for Imaging Banks
AnnL Offline
Gold Star
AnnL
Joined: Jan 2003
Posts: 334
Western PA
We went to imaged statements 2 years ago and were worried about how the customers would adjust.

We did not offer any options to the customers- we just stated that we were changing to imaged statements.

We sent a letter from the bank president explaining the change and that the image was accepted as legal proof of payment, no more storing those old checks etc. We offered free binders but other than that, we took the "don't make a big deal out of it and the customers won't either" approach.

We found that we got very little resistance- and we do have a large number of seniors in our area.
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#360866 - 05/25/05 06:40 PM Re: Question for Imaging Banks
Anonymous
Unregistered

Don't give them an option. Make it positive and everybody changes. We have 31 accounts we still have to pull and file checks for and it's a big fat pain. The sorter pulls most of them but then some are in jackets or strips and we have to go find them and some end up on non-post. It's a headache. The other bank in town didn't give any options and they didn't lose a single customer.

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#360867 - 05/25/05 06:45 PM Re: Question for Imaging Banks
Kansayaku Offline
Diamond Poster
Joined: Jan 2003
Posts: 1,454
metsuretsu
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#360868 - 05/25/05 09:13 PM Re: Question for Imaging Banks
QCL Offline
Power Poster
QCL
Joined: May 2002
Posts: 6,259
NW IL
Quote:

We spent a few months preparing our customers and staff for our image conversion. About two months before we included a statement insert (with a coupon for a free 3 ring binder to store their statements), one month out we included a statement message as a reminder. We have not offered any other incentive (lower monthly fees or a charge to return checks) to convince customers to go image. After the conversion our staff was able to handle the few concerns people had regarding image statements and as a result we only have a few customers receiving checks back in their statement.




We did the same. And only had one customer that we had to pull the checks for.

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#360869 - 05/26/05 01:49 PM Re: Question for Imaging Banks
IUalum Offline
Platinum Poster
IUalum
Joined: Mar 2002
Posts: 942
Kentucky
We also got very little resistance. Maybe two customers. One board member threatened to pull his accounts, but he was bluffing. Now, we have little to no complaining at all. Your staff's attitude makes a world of difference.
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