Regions Bank 2014 Annual Report Download - page 14

13 REGIONS 2014 ANNUAL REVIEW
CUSTOMER-
CENTERED
INNOVATION
We Innovate With Customers in Mind
Our customers lead busy lives, so it’s important that we never
stop looking for ways to make banking with us more convenient.
Letting customers bank on their terms to perform transactions
how, when and where they choose – that’s the philosophy that
drives innovation at Regions. We’ll never stop emphasizing
relationship banking with a personal touch, but innovative
technology is playing a bigger role in delivering convenience
that’s efficient both for customers and for us.
Everywhere, Anytime Convenience
Whether it’s depositing a paycheck, sending money to family,
paying bills or checking an account balance, Regions’ Mobile
Banking app puts convenience in the palm of our customers’
hands. We believe in offering customers choices – and Regions’
Mobile Deposit provides three availability options that allow cus-
tomers to choose how soon they want access to funds, including
immediate availability. Our mobile app is also the ideal way to
keep track of important account activity. A suite of mobile alerts
lets customers know when a check clears, a deposit has been
made or the account balance gets too low.
Customer demand for our mobile solutions is growing rapidly.
Since 2012, mobile banking interactions increased 166% and the
number of mobile banking customers grew by nearly one-third.
Today, nearly four in 10 Regions’ customers utilize mobile bank-
ing. For customers who prefer to bank via their computer rather
than a smartphone or tablet, Regions’ Online Banking offers an
array of convenient features, including automated bill pay. Our tele-
phone Contact Center is another important Regions asset that
supports cross-channel sales, service and expertise. Since
2012, our Contact Center sales have increased 22%.
Automated, Capable and Personal: The Video Teller
For decades, customers have used ATMs to access funds
and perform simple transactions. Today, Regions is a leader in
expanding the capabilities of the remote terminal through our
Video Teller Machines. When a customer visits the Video Teller,
they are connected live via video chat to a banker who can
perform nearly all of the transactions offered at a branch –
from cashing a check to processing a mortgage payment.
The service is available during extended hours, including nights
and weekends. The Video Teller Machine also offers ATM
capabilities 24/7. As our branch network continues to evolve,
we expect the Video Teller to play an important role – handling
more routine customer transactions, freeing branch associates to
focus more on in-person value-added sales, service and advice.
In 2014, customers using mobile
banking increased 20% year-over-year.
Above: Brett P.