FMSI Adds Pulse AI Analytics and Surveys to RelationshipOS

FMSI, which provides branch performance and workforce management software to banks and credit unions, has added Pulse, which provides artificial intelligence analytics, and Surveys to RelationshipOS, its platform that now brings all of FMSI's tools together under a single login.

Pulse lets branch managers, operations leaders, and executives ask questions about their branches in plain language and get answers in seconds, while Surveys captures member and customer feedback right after each visit.

Pulse works from the data and user permissions institutions already have in FMSI. Users can ask questions such as which staff members are most productive, where wait times are slipping, or what is driving walk-aways, get the answer with a chart, and save the views to My Boards to share with their teams. Pulse also includes ready-made scorecards for branches, staff, products, lobby traffic, and cross-sell.

Surveys asks members and customers to rate their visits and the service they received shortly after it happens. Each response is linked to the visit, as well as the branch and staff member behind it.

"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 of FMSI, in a statement. "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 adds the member's side of the story by connecting how each visit felt to the branch and the person who handled it."

"Too often, a credit union finds out a branch visit went badly when it shows up as a review online," said Sean O'Neill, head of growth at FMSI, in a statement. "Surveys gives them the chance to hear it from the member first, while there's still time to make it right."