Are Remote Deposit Customer Calls Becoming a Burden?

“My scanner doesn’t work, what do I do?”

“We’re upgrading our computers, how do we reinstall?”

“I’m having trouble logging in. Help.”

If these calls are eating into your already slim resources, you’re not alone. Early adopters are struggling with the burden on resources from installation to technical support. New technology combined with a rush to market is leaving some banks and providers with operation and service burdens eating into revenue and sales.

Should your bank fix the situation?

Yes, it is an issue that won’t go away. Plus, RDC is a product marketed as a convenience to the user and to grow an institution while relieving the operational burdens of paper and costs to move that paper. But with an inferior solution you’ve just replaced those paper burdens into technology and service burdens.

RDC is here to stay. Get a smart solution, for your customer.

There are solutions out there that give the bank the flexibility to pick and choose your involvement.  This is great for the bank.  But what you need is a customer proven solution to ensure a long customer life of low cost deposit growth. 

Although your current RDC solution may not have been the best, it shouldn’t stop you from finding a solution that is.

How to find the best solution?

1. Talk to various business customers. This doesn’t mean you have to select that product, but really identify why your customer likes, or doesn’t like a solution. Your bank knows your base best, evaluate what you have and what your target base is going to be in the future.
2. Leverage what you know from a bank’s perspective. Your bank is either not having any operations, image quality, technical issues, or they are. Either way, you have a better idea of what can happen and what to expect.  Learn from these experiences and ask questions of possible new providers.
3. Consider a secondary RDC solution for your bank and customers. Implementing a secondary RDC product provides options for your customer and your institution. As time evolves (or contracts end), you may want to consider conversion to the secondary solution or you can have the option to manage two solutions. (Believe it or not there are banks converting business from a primary choice to a new better solution.)
4. Get out your crystal ball. Try and predict what the future holds for RDC and your bank. Will it evolve like your outsourced Merchant Account program? Don’t say never, you just never know.