CHAPTER 3: TECH CAN’T REPLACE A SALES CALL (YET), BUT IT CAN MAKE ONE BETTER

Technology is often viewed as a substitute for branch workers (or for the branches themselves), but sometimes banks can use new tech to tweak existing operations rather than replace or transform them.

That’s what Massachusetts-based Belmont Savings Bank is finding after investing in technology to improve its sales-call operations.

“Our branch salespeople were tracking calls by Excel spreadsheet — it was very manual and prone to human error,” Morgan Cambern, Director of Retail Operations at the $1.9 billion-asset Belmont, said in discussing one of a number of changes the bank has made. 

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TECH CAN’T REPLACE A SALES CALL (YET), BUT IT CAN MAKE ONE BETTER
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