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Fidelity National, Dime Sign Pact.(Dime Savings Bank of Williamsburg) go to website dime savings bank

American Banker July 19, 2004 | Bills, Steve To improve customer retention and increase cross-selling to new accounts, Dime Savings Bank of Williamsburg will outsource its core processing and automated teller machine operations to Fidelity National Financial Inc.

The Brooklyn, N.Y., savings bank expects the conversion to happen by November, said Kenneth J. Mahon, an executive vice president and the chief financial officer at Dime.

The agreement, which Fidelity National announced Friday, will end Dime’s decade-long core processing relationship with Bisys Group Inc., a New York outsourcer.

“We were looking for more capability” on the customer relationship management side, Mr. Mahon said.

He would not say how much the $3.3 billion-asset unit of Dime Community Bancshares Inc. would pay Fidelity National, but he said the conversion would give his company “more processing power for no increase in cost,” apart from the expenses of the conversion itself and staff training.

Under the terms of the six-year agreement, Fidelity National, of Jacksonville, Fla., will also provide Dime with network services, data warehousing, and analytical and executive reporting.

The most important aspect to Dime is that the core processing system will tie in to a database of 2 million prospective customers that the thrift has developed since 2001, Mr. Mahon said.

Dime relies heavily on direct mail and other niche marketing techniques, Mr. Mahon said. In the crowded New York market, “we couldn’t spend enough money to win customer awareness in this market.” Like many institutions, Dime uses short-term interest rate incentives to attract customers and relies on secondary product sales to retain them. “About 50% of those customers stay with us as core customers,” he said. “You bring a lot of them in, you lose a portion of them, but a portion of them stay.” The teaser rate typically gives the thrift six to eight months to sell a secondary product to newcomers, but the current approach hampers bankers’ ability to combine customer information from different databases. “Too much time passes,” Mr. Mahon said. “We expect this system to help us get information faster so we can manage that customer better.” Dime will use Fidelity National’s Miser core processing system, which the vendor acquired in March when it bought the Plano, Tex., bank data processing outsourcer Aurum Technology Inc. go to web site dime savings bank

Bills, Steve

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