Cross Keys Bank serves a wide range of Louisiana customers, from citizens in rural regions to big businesses in metropolitan areas. And, according to Kristen VandeVen, Assistant Vice President of e-Banking, meeting all of their needs is a priority and source of pride for her community bank.

Therefore, when Cross Keys Bank realized that it needed to improve its online banking system, they sought a partner that could deliver the same kind of service to their own organization as they provide to their customers. “We are a community bank; we expect to provide excellent service to our customers. In return, we want the same thing from our vendors,” says VandeVen.

Cross Keys Bank chose First Data. Three years later, VandeVen reports that she is “very happy” with the partnership and plans to continue expanding the e-banking options available to her customers using more First Data products.

ClientCross Keys Bank, Louisiana

ChallengeProvide customers of every size with online banking opportunities while also preparing for future growth and continuous technology advancements

SolutionFirst Data’s Internet Banking Solution

ResultsSteady membership growth and improved customer service using fewer resources

A FIRST DATA CUSTOMER SUCCESS STORY:

CROSS KEYS BANK SAVES MONEY AND RESOURCES AS IT IMPROVES CUSTOMER SERVICE WITH FIRST DATA’S INTERNET BANKING SOLUTION

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The Challenge

Cross Keys Bank has nine branches spread out across a 150-mile area serving individuals, families, small businesses, medium businesses and very large companies. The bank’s mission is centered on helping customers succeed, so in today’s “I-want-it-now” culture, the bank sought to provide personal and business customers with the 24/7 access to their financial information that they expect.

At the same time, Cross Keys Bank knew that it was dedicating significant human resources and supplies to an antiquated batch system. According to Kristen VandeVen, Assistant Vice President of e-Banking, the bank faced an opportunity to both save money and serve clients better by moving to a full-service, technologically advanced Internet banking system.

The Solution

After more than nine months of searching and vetting potential partners, Cross Keys Bank chose First Data’s Internet Banking Solution. Not only does First Data provide all of the Internet capabilities that the bank sought (including auto-enrollment, e-notifications, mobile banking, bill pay, rewards program integration and e-statements), but VandeVen says that First Data’s customer service is so good that she would “recommend them to anyone else in the financial industry, and especially community banks.”

In addition to the external applications available to Cross Keys Bank’s customers, First Data’s Internet Banking Solution provides in-depth reporting capabilities. “In this regulatory age, our auditors are able to go in and pull reports on their own, which makes my life easier,” says VandeVen, who also says that First Data’s Internet Banking Solution helps the bank and its customers detect fraud sooner.

The Results

VandeVen reports that, since partnering with First Data, the bank’s growth has been steady and customers are getting their needs met more quickly.

As one example of savings and improved service, VandeVen points to e-statements. “E-statements provided a savings because we are not mailing out paper statements and we are not taking phone calls from customers asking us to print out statements for them,” she says. “Our customers love the fact that, at 11:00 at night, they can go in and check to see if they have a bill due or if they need to make a transfer to their kids’ college fund.” VandeVen also adds that “Our customers are happy and, because the bank is able to provide a full-service Internet banking solution without added staff time and resources, everybody wins.”

Now, Cross Keys Bank has its eyes set on the future of electronic banking, including iPhone apps, Android apps, text messaging and e-notices. VandeVen says she’s confident that Cross Keys Bank can meet its customers’ future demands because of her strong partnership with First Data.

A First Data customer success story: Cross Keys Bank

We needed an Internet banking solution that could support the needs of our personal banking customers as well as our small, medium and large business customers. First Data helped us attract and retain those customers. Kristen VandeVen Assistant Vice President of e-Banking