It’s 9 a.m. at a neighborhood branch. A banker welcomes a customer who wants to open an account.
What should be a straightforward interaction quickly becomes a frustrating juggling act. The banker begins logging into multiple systems, rekeying the same information, scanning identifications (IDs), and printing numerous forms.
Twenty minutes later, the banker has spent more time navigating technology than engaging with the customer. The customer leaves with questions they wanted to ask, but didn’t, because they didn’t want to distract the banker from the account opening process. The banker leaves the exchange frustrated, knowing the conversation could have been more meaningful.
Now, picture the same scene in a unified branch environment. Digital and in-branch channels are fully integrated, providing an omnichannel experience. All deposit account types originate from the same system, eliminating silos, and employees see a single, comprehensive customer profile instead of fragmented data. The account is opened in minutes. Instead of juggling paperwork and switching between screens, the banker has the time and mental space to ask thoughtful questions about the customer’s savings goals, business growth, or product fit. The customer feels valued, and the banker leaves the interaction feeling confident they’ve made an impact.
This is the difference that a unified branch experience can make. For bank and credit union employees, it’s the difference between a workday defined by friction and one defined by meaningful, productive interactions.
Eliminate friction from daily work
One effect of unification on the branch team is the elimination of daily friction. With a single, streamlined workflow across channels, bankers no longer have to memorize workarounds, toggle between systems, or ask customers or members to wait while forms are scanned and rekeyed.
MANTL clients have seen this firsthand. For instance, Midwest BankCentre reduced in-branch retail account opening time from 20 minutes to five minutes, saving more than 100 employee hours in the first five weeks after launching MANTL across its branch network. Financial Plus Credit Union streamlined a 100-step process into 15 steps, reclaiming 875 hours of employee time over an eight-month period. Connecticut-based Ascend Bank reduced training time from 2.5 days to 2.5 hours and now opens 100% of accounts through MANTL’s seamless, digital-first platform. And Dupaco Credit Union eliminated system sprawl for credit union employees by consolidating the in-branch account opening process from seven separate screens and three different systems into one: MANTL.
When the process is simple, the job feels easier. New hires ramp up quickly, seasoned employees spend less time troubleshooting, and morale improves because work flows smoothly.
Empower bankers to serve with confidence
Efficiency is only part of the story. A unified experience also changes how bankers feel about their roles. Instead of being hesitant about a complex, multi-step account opening process, they can approach each interaction with confidence.
That confidence is crucial for the universal banker model. Universal bankers carry broad responsibility. With unified systems, that breadth of responsibility feels much more achievable. Any banker can serve any customer without needing to pass them off to a specialist.
The effect was evident at Veritex Community Bank (Veritex), where account opening time was reduced from 87 minutes to seven minutes with MANTL. Once bankers saw how much faster and easier the process was, adoption spread quickly. Leaders described it as a “copycat league” because, when a few bankers began opening accounts in minutes, others quickly followed.
When bankers feel equipped and supported, they deliver better service, which in turn contributes to greater job fulfillment. Employee retention improves when the work is less frustrating, more flexible, and more rewarding. With acquiring and retaining talent ranked among the top three priorities for banks in 2025, making frontline roles more manageable and rewarding is a strategic imperative.
Turn service channels into growth engines
Unification also elevates the role of the branch itself. Instead of being seen purely as service hubs, branches become engines for growth.
When frontline teams are more efficient, they move beyond processing forms and start identifying cross- and upselling opportunities. Clean data and smoother workflows give bankers more chances to connect customers or members with the right products, turning everyday service visits into consultative sales moments.
MANTL partners have seen the results firsthand:
- Ascend Bank saw some of its branches open more accounts in the first 45 days with MANTL than they had in the previous seven months without MANTL.
- 69.4% of in-branch accounts at Midwest BankCentre are now opened by existing customers
- Veritex raised over $135M in deposits in-branch in 90 days and has increased in-branch account opening volume 77% year-over-year.
- 78.6% of Financial Plus Credit Union’s total deposits are captured in-branch.
These outcomes show that this is a critical moment and opportunity for branches. Financial institutions have invested heavily in digital channels, but physical branches must not be left behind the transformation curve. By digitizing and modernizing their branches, banks and credit unions unlock new growth potential. Employees are empowered, customers and members are better served, and the branch becomes a driver of business rather than just a cost center.
Shift time toward relationship-building
One key change a unified experience brings to the branch is how bankers spend their time. Less paperwork means more energy for conversations that strengthen relationships.
Bankers describe feeling more like strategic advisors than processors. Customers and members leave with a stronger sense of being understood.
A Financial Plus employee shared the story of a parent who opened four minor accounts in a single 40-minute visit, during which they had a meaningful discussion about the family’s broader needs and goals. Financial Plus saw minor accounts grow twentyfold after streamlining and digitizing the process within MANTL.
These are the moments bankers find most rewarding. They’re also the moments that build customer loyalty. A branch that once felt like a transactional stop becomes a relationship center where both bankers and customers feel valued.
Make the branch a differentiator
The story of a branch visit is really the story of the banker behind the desk. When disjointed systems weigh down that banker, the whole interaction suffers. When tools support them, everything changes. The customer or member leaves with confidence, the banker serves with pride, and the branch becomes a sales center.
That is the real impact of a unified experience. It reshapes not just the process but the perception and potential of the branch team. When the team is strong and confident, smooth in-branch interactions become a true differentiator.
Ready to discover how unified account opening can save hours, strengthen staff morale, and help your branches drive growth? Contact our team for a demo.
