KeyBank 2007 Annual Report Download - page 10

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V COMMUNITY BANKING
“In Community Banking, we’ve
embarked on an integrated upgrade of
all aspects of client service,” says
Mooney, “because service is the corner-
stone of great client experiences.”
One highly visible component of this
effort is a multiyear branch modern-
ization project that began in 2007.
“Our branches are where most face-
to-face service occurs, where long-term
client relationships are established
and strengthened, and where Key is
most visible in our communities,” says
Mooney. “Our renovated branches
will be more welcoming places that
reflect the neighborhoods in which
they’re located.
“Even as our clients take advantage
of our robust online banking site,
key.com – conducting nearly three
million transactions monthly – and
enjoy access to our call centers and
network of more than 1,400 ATMs,
the branch is where we have the op-
portunity to personally demonstrate
Key’s distinctive approach to service.”
About two-thirds of Key’s more
than 950 branches will be refurbished
or completely remodeled. Inside each,
clients will find new décor that includes
photos and other visual images of the
surrounding neighborhood, together
with informative video displays high-
lighting Key products and upcoming
community events. Outside, branches
will feature improved lighting and,
when possible, new landscaping.
People, not paper
“A pleasant setting is critical to a
good client experience,” Mooney
points out. “But other elements are
equally important. That’s why we’re
also investing in our employees and
the technologies they rely on
when suggesting solutions
for our clients.”
For instance, in 2008, Key
will begin to equip teller
stations with Teller21,
a new system that
capitalizes on Key’s
pioneering investments
in imaging technology
and client service
software. “Technology
is an enabler,” Mooney
says. “Teller21 will
place better information
in the hands of tellers and
free up time for them to
interact with more clients.”
Teller21 will automate
processes that currently
require tellers to re-enter
basic client data with each
transaction, and provide them
immediate access to related
8 5 KEY 2007
Investments that enhance our
clients’ experience and build
our businesses are the aim of
a broad range of initiatives and
strategic actions across Key’s
Community Banking and
National Banking organizations.
Vice Chairs Beth Mooney and
Tom Bunn briefly describe
several of them.
Beth Mooney
Vice Chair, Community Banking
Investing IN THE
CLIENT Experience