The Faces of Banking
Bank Technology News (10/00) Vol. 13, No. 10 p.1; Koller, Lynn

Hudson Valley Bank of Yonkers, N.Y., was basing its business around personal relationships with customers long before that became a standard advertising technique, which has enabled the regional bank to keep clients despite having somewhat lower deposit rates and higher loan rates than competitors. Just 2 percent of the customers are walk-in business, and the rest are small-business clients; the company keeps advertising expenditures low but spends heavily on soliciting customers on a one-to-one basis, such as with business lunches. Even before technology emerged allowing banks to keep track of individual customers' finances and tailor their services appropriately, Hudson Valley was performing these calculations manually each month for each customer. Today, it uses Relationship Explorer customer relationship management software from Transcend Systems Group, along with a Microsoft Access database that contains individual information on customers and their history with the bank. It is not preparing to bring this system to the Web anytime soon, however, and in fact it is a latecomer to online banking in general, with a Web-site launch planned for this month. Its in-house back-end systems are a thin client network from DataLan and a Windows NT server with Citrix Metaframe.

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