Plagued by poor customer service and unsolved technical glitches, the largest independent bank in Carbon County, Wyo., decided it needed a new teller system.
Today, one year after installing MORETeller, a Windows-based system from New Mexico-based More, Inc., Rawlins National Bank has experienced a dramatic turnabout.
"The MORETeller System outshines our former Premier 1 Teller System," said Sherri Quintana, operations officer at $100 million Rawlins. "Our former system was making a $.03 difference in a day-to-day transaction. We were concerned that if the system can make a $.03 error once, then perhaps it could also make a $500 transaction error. Such a possibility was not acceptable."
The search for a new teller system began two years ago at Rawlins, which has three branches and 53 employees. The deciding factors in selecting MORETeller were ease-of-use and the fact that it was designed by bankers, not software engineers.
A ten-symbol key pad-the system's primary navigational tool-allows tellers to process transactions naturally and quickly.
Other features that sold Rawlins include a report generation capability, including the length of time it takes a teller to complete each transaction, and the assignment of transaction numbers for determining peak customer traffic periods.
Before the MORETeller System, cashier checks and money orders were logged in by hand. If a fee was waived that had to be logged in too. "This system keeps track of the serial numbers, tells who issued the cashiers check, the dollar amount, and whether a fee was waived," Quintana said.
Another major benefit for Rawlins is multi-level security. The bank can now set up a cash box to view every transaction that involves cash with a new teller.
"With a seasoned teller we can set a higher limit of $5,000, and the teller doesn't have to use a cash box until it exceeds that number," Quintana said.
A remote supervisory override feature indicates that a teller override is waiting to be approved. Quintana simply clicks on the box to review the request, and can type in a comment to the teller-approving or denying the request right at her desk.
This is an important feature for the bank because its drive-through system has pods (individual units) that house one teller. Pods are accessed via a tunnel system. Before the new system, a supervisor had to physically go the pod to override.
The MORETeller System lets tellers work faster and more accurately, and is easy to learn, said Quintana. Tellers only needed three hours of training the night before the MORETeller System was up and live, she said.
MORETeller runs off a server at each of the bank's three branch; the branches do not communicate with each other. Software is installed at each teller workstation. When a transaction occurs, it is automatically written into the server, which generates all necessary reports.
Software upgrades are performed easily. Whenever the bank receives software updates, it loads the disc at one workstation, then the server files are automatically refreshed. When a teller at another workstation starts using the system, the server informs the teller about the update, and that workstation-with teller approval-is automatically upgraded.