Overview

Metro Bank uses AutoFORM to Deliver Customer Services Promises

AutoFORM’s ability to link customer signatures, photographs and documents to the Temenos T24 Single Customer View is a key factor in Metro Bank’s ability to open accounts in 15 minutes. In addi on AutoFORM's provision of fast access to documents also supports Metro Bank's ability to immediately supply copy statements and to resolve customer queries immediately on request. The success of the fast account opening is certainly crea ng press headlines, but more importantly industry analysts suggest that it is a cri cal success factor to a rac ng thousands of new customers in the fi rst few months of the launch. Indeed, banking customer service analysts KeyData in tes ng the account opening service said that it was “..the best that they have ever encountered.” In addi on, as AutoFORM is totally pre-integrated with TEMENOS T24, the account opening process can be swi ly rolled out to new stores to support Metro Bank’s expansion plan of 200 stores by 2020.

Account Opening in 15 minutesTradi onally, customer account opening has been intensely manual, paper driven and plagued by interdepartmental delay. Metro Bank’s own research has uniquely iden fi ed that if the account opening process becomes more about star ng a rela onship with the customer and less about tedious form fi lling, you increase your opportuni es to create a customer for life. At Metro accounts are always opened in store, giving it a sense of occasion. The personal banker uses T24 fl ow-enhancing sequen al screens to take the customers details. AutoFORM is used to create the personalised account opening approval le er for the customer to sign as confi rma on of their agreement—all within the 15 minute period. In addi on, and what is new and special, is that AutoFORM is also used to automate the process of scanning and linking views of customers’ documents, photographs and signatures

"The Account Opening process is the best that

we have ever encountered."

Keydata Report August 2010

Overview

ChallengeTo provide an output management, scanning and archiving solution to integrate with TEMENOS T24 Model Bank

To provide customer photograph, signature and document views directly from TEMENOS T24 Single Customer View in real-time.

Solution had to be swiftly implemented, without customisation to minimise start up costs and to meet Metro Bank's planned rapid expansion.

InfrastructureTEMENOS T24 Model Bank

SolutionAutoFORM Output ManagementAutoFORM PDM ScanningAutoFORM PDM ArchivingIntegration with T24 Model BankIntegration with T24 SCV

Why AutoFORM? Recommended by TEMENOS

Pre-confi gured for TEMENOS T24

EFS Technology, Tel: +44 (0)1223 872747, sales@efstechnology.com, www.efstechnology.com

Property details

House name or number

A valuation of the vehicle will be required.It is suggested that a more detailed report

is appropriate for your own protection.

Road

Town

County

Purchase Price

List of any extras included in the price

Type of vehicle

What is the age of the vehicle ?

is the vehicle

Accommodation: Number of

Name and Address of Builder/Developer

Please give the full names of anyone 17 yearsor over who is not a credit applicant but

who will be driving in the vehicle.

Will you or your dependents use the vehiclewholly for residential purposes ? If no please

provide details of the, room by room, onthe back of this form.

Owners Details: Name and telephone number

Name, address and telephone number of contactwith whom the valuer should arrange to call.

Name, address and telephone number of sellingagent (if not as above).

Telephone Number

Please indicate if the building will be coveredby a guarantee scheme.

If not will the construction be supervised byan mechanic employed by you?

If yes please supply the name and address ofmechanic and forward plans and specifications.

Brief details of improvements or repairs intendedWill you provide the cost of this work without

further borrowing?

If leasehold please give details of Terms of lease unexpired

Postcode

Or if this is a remortgage estimate of the current value

MES/

Variable

If remortgage, please provide a breakdown ofyour existing borrowing.

If applying for an additional amountplease give details.

If Local Authority Purchase, amount of discount

Important

Vehicle Purchase

Loan Required

Finance

Amount

Amount £

Amounts

N.B If the amount required exceeds thatwhich would normally be advanced, you will

be required to pay an arrangement fee sothat an indemnity policy(ies) can be effected

with an insurance company

Method of repaying loan in the term requested

Monthly Payments £

Source

NoYes

Fax no.Tel no.

Contact/ref.

If no, what are your intentions ?

Will your existing loan be paid off when thenew advance is completed ?

Will your existing loan be paid off when thenew advance is completed question

Name, address and telephone number of yourSolicitor/ Licensed Conveyancer

Postcode

years

£

£

£ £ £ £

£

£

£

£

£

Original purpose :

Amount

Term of repayment

Reason

Sales of existing Vehicle GiftSecondaryborrowing Savings

Loan for house purchase

Home Improvements

Remortgage

A. Type of Product Required

G. Purpose of Loan

H. Loan Requirements :

B. Valuation

C. Vehicle Details

D. New Vehicle Details

E. Owner Details

I. Solicitors Details

F. Viewing Arrangement

VEHICLE DETAILS ANDBORROWING REQUIREMENTS

Or other (if available, please specify)

Please indicate type of report required: (tick one box)

Loan Valuation Report (for loan assessment)

Vehicle Buyers Survey and Valuation

Road worthy Survey

Saloon

Three wheeler

Yes

Yes

Yes

No

No

No

Hatchback

Trike

Tourer

Motor Cycle

Feudal

Garages

Boots

Coupe

Leasehold

No

Seatbelts

WC’s

Floors (excluding wells )

Freehold

NHBC

Name Age Relationship

Zurich Municipal

Yes

Seats

Showers

Luggage Space

Number of storeys in block

Is the Vehicle situated over commercial premises?

Garage Rent £ £Pa PaService charge

years

years

Form of construction (e.g. brick and tile)

If no please state source of funds

With repayment loan the monthly repayment to repay the whole of the advance with over theThe will be repaid in full by the end of term provided you change your monthly repayments in with changesmade during

a is calculated interest agreed term.advance the agreed line interest

the previous year.

When an interest only loan been errands the capital will need to be repaid in lump sum in the end of the loan term.You will be responsible for ensuring that you have the means from the proceeds of an endowment, pension policy, personal equity plan.or other suitable investment, to be to repay the capital when require to do so the end of the term. If there a shortfall betweenthe proceeds of the policy or plan (including accumulated bonus) send the amount required to repay the outstanding balance on yourLoan at the end of the term, you will be required to make up the shortfall from your own resources.

we

for more information.

has a

able set is

Your LOAN be paid off in the event of death.

Your home and your passions am adequately patented

Please refer to section 6

If you would like to discuss any of these points in detail or would like any further information please tick the box

You will be able to maintain your loan payment if you are unable to work due to accident, sickness or involuntaryunemployment.

It is that are able beinsurance can be arranged an

sickness

very important you to maintain loan payments even where income from employment may not available.An policy to protect your loan repayments if you are unable to work as a result of accident,

or involuntary unemployment

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to the Single Customer View in T24. This allows the customers photograph and signature to be displayed in the SCV so that they can be verifi ed each me a transac on is made–at any store: A simple and very eff ec ve customer account security enhancement.

Document Views Linked to SCV Leads to Faster Resolu on of Customer QueriesThe dynamic links between the AutoFORM PDM archive and Temenos T24 SCV also underpins another of Metro Bank's customer service ini a ves: the ability for any member of staff - at any store - to resolve a customer query on any product taken whether that is an enquiry about a mortgage AutoFORM automa cally archives a copy of every document and creates links to the document image to the SCV. This means that a customer can walk into, or phone any Metro Bank store and a copy statement can be emailed or printed out almost before the customer has fi nished voicing his request. "Customers are quite rightly impressed" says David Gould at Metro Bank.

Reproducible and Scalable for new StoresAnother reason for se lect ing AutoFORM was that it is a totally pre-integrated solution with TEMENOS T24. Metro Bank recognised that it could not aff ord a lengthy customisa on programme which would increase the start up costs of the bank. With the planned rapid expansion of the number of Metro Bank stores, it was essen al that the solu on could be quickly replicated for each store. “It is the ul mate test of the robustness of the integration of AutoFORM with TEMENOS T24 that every new store implementa on, has been virtually ‘copy and paste’ and pays tes mony to the eff ort that both companies have put in. Indeed, it has been a major contribu ng factor to the success of the UK Metro Bank launch” David Gould at Metro Bank.

AutoFORM Enables Photograph, Signature and Document viewing from TEMENOS T24 Single Customer View

Account Opening Agreement Le er: Accounts are opened in store. Temenos off ers fl ow-enhancing sequen al screens to take the customers details. AutoFORM creates the personalised customer account agreement opening le er which includes an AutoFORM generated indexing barcode.

When the customer signs the agreement, the signed copy is scanned along with the customers iden ty documents - passports etc. using a mul -func on printer copier. There are addi onal automated checks to verify that all the pages have been scanned, belong to the same customer and are in the right order. If there is a scanning error, the pages are sent to an error processing queue for manual resolu on.

The signed copy is immediately available to all authorised personnel in every store for all users via the TEMENOS SCV.

Signature: AutoFORM extracts the customer signature from the signed agreement, and links the image to the SCV so it can be verifi ed every me a customer makes a transac on.

Photograph: a web-cam photograph of the customer, taken during the account opening process, is also captured by AutoFORM, allowing for instant customer iden fi ca on at any store in the future.

Iden ty Documents: These are scanned with the signed applica on form, and sent to the same archiving stream and are automa cally linked to the SCV.

Customer statements, correspondence, loan & mortgage agreement documents: As the relationship with the customer con nues, AutoFORM copies bank statements, correspondence and loan & mortgage agreements to the archive with dynamic links to the document images in the TEMENOS T24 SCV. In the event of a query, any authorised member of staff can click on the link to view, print or email the relevant documents.

EFS Technology Ltd, 2 Burlington Park, Sta on Road, Foxton, Cambridge, CB22 6SA, England Tel: +44 (0)1223 872747 sales@efstechnology.com

www.efstechnology.com

How It Works