Strategic Connections: Getting More Done with Less
By Heather Calnin
In the banking industry, operating efficiently is crucial — not just for growth but for survival. Every department, from the front lines of customer service to the backbone of operations, feels the pressure to do more with less. However, the real art lies not in cutting efforts but in crafting smarter, more sustainable strategies to hit our goals.
Discovering Common Challenges
The first step toward efficiency is understanding the main hurdles or questions that pop up again and again, whether from customers or our own team members. Once you’ve identified these, create your helpful materials — think FAQs, how-to videos, or even step-by-step walkthroughs. This is about giving our customers and staff the keys to solve problems on their own, cutting down on those time-consuming calls and emails.
An “A” for Automation
Automation is a powerful tool for increasing efficiency. By automating the everyday stuff, we free up our teams to dive into the deeper end of customer needs and strategic planning. Plus, it’s a game-changer for keeping tasks error-free and consistent.
Choosing What Gets the Green Light
Efficiency isn’t just about doing things faster but also doing the right things. In a world where resources aren’t endless, we’ve got to be choosy about what gets our attention and aligns with our vision. This means saying no to projects that — while might be potentially beneficial — don’t line up with our big-picture goals. Prioritize tasks based on their impact on these goals and the customer experience. Create or use a system that categorizes tasks by urgency and importance, helping to manage resources wisely and make a real difference where it counts.
The Power of Communication & Collaboration
Communication is the glue that holds everything together, especially when you’re trying to get different teams on the same page. Work at breaking down the traditional silos and creating a culture where collaboration is the norm. Setting up clear ways to talk to each other, understanding everyone’s deadlines and needs, and having regular check-ins can smooth out those misunderstandings that slow us down.
Embracing AI
The leap into AI might seem like a giant one for community banks, especially with all the worry about data security and the hassle of integrating new tech. Tools like ChatGPT present a unique opportunity, allowing you to configure your account to reflect your bank’s brand guidelines, roles, and personality; helping out with everything from customer communication to content creation and more. This approach allows your bank to enhance efficiency and maintain a consistent brand voice, all while adhering to strict security standards.
Never Stop Learning
The last thing that is just as critical is nurturing a culture that’s all about learning and evolving. Whether we’re learning from successes or struggles, the goal is always to be open to fresh ideas to tweak processes and offerings. This isn’t just about chasing efficiency; it’s about building a team that’s ready to adapt and thrive, no matter what the world throws our way.
Calnin is director of marketing and business development at BLC Community Bank, Little Chute, and member of the 2023–2024 WBA Marketing Committee.
