It’s Monday morning, and a chief retail officer wants to know which branch is busiest this week.
Normally, that means emailing an analyst, waiting for a report, and hoping the numbers match what the regional manager already told her. FMSI is betting there’s a faster way.
FMSI, which makes branch performance and workforce management software for banks and credit unions, has announced two premium add-ons for RelationshipOS. That’s its platform that now puts all of FMSI’s tools behind a single login. The new additions are Pulse, an AI analytics tool, and Surveys, which collects member feedback after each visit.
Pulse: ask a question, get an answer
Pulse lets branch managers, operations leaders, and executives question their branch data in plain language. Answers arrive in seconds. Nobody has to build a report first.
It draws on the data and user permissions an institution already has in FMSI, so there’s nothing new to set up. Typical questions might include:
- Which staff members are the most productive?
- Where are wait times slipping?
- What’s driving walk-aways?
Each answer comes with a chart. Users can save the views they lean on most to My Boards and share them with their teams. Pulse also ships with ready-made scorecards covering branches, staff, products, lobby traffic, and cross-sell.
The pitch rests on a familiar pain point. FMSI clients have said that answering one operational question often meant pulling four to six reports and comparing the figures by hand. Pulse follows a beta program with VyStar Credit Union, which FMSI announced in July.
“Branch leaders have never been short on data, but getting a straight answer from it usually meant waiting on a report or building one yourself,” said Jacob Reeves, General Manager at FMSI. “Now a chief retail officer can ask which branch is busiest this week, see the answer right away, and pin it to a board to check every morning.”
Surveys: hear it from the member first
Surveys asks members and customers to rate their visit and the service they got shortly after it happens. Every response is tied to the specific visit, along with the branch and staff member behind it.
That gives managers a clearer view of what deserves recognition, where coaching would help, and how consistent service is across locations. It also means they can follow up on a bad experience while it’s still fresh.
Sean O’Neill, Head of Growth at FMSI, put it this way: “Too often, a credit union finds out a branch visit went badly when it shows up as a review online. Surveys gives them the chance to hear it from the member first, while there’s still time to make it right.”
Reeves added that Surveys “adds the member’s side of the story by connecting how each visit felt to the branch and the person who handled it.”
What it means for you
If you run a branch or lead a retail team at a credit union, the practical upside is less time chasing reports and more time acting on what they say. You could check a pinned board each morning, spot a lobby problem early, and call an unhappy member before they post a review. Both tools are premium add-ons, so it’s worth asking your FMSI contact what fits your setup.