Cross County chose to implement OnBase throughout the institution's seven branches in Brooklyn and Queens to automate internal reporting processes, control data access and security and provide greater connectivity between branches.

Since implementing OnBase, Cross County has realized substantial workplace efficiencies. Previously, reports from the general ledger had to be printed out each morning for the accounting staff, and work could not begin for several hours while reports were being printed and delivered. Now, OnBase is integrated with the general ledger and reports are automatically posted and updated in the OnBase system overnight, so that the reports are available online for the staff first thing each morning.

The investment in OnBase was part of a larger IT overhaul within Cross County. The bank, which was originally chartered in 1888, recognized the need to update its technology to keep pace with the current banking climate while continuing to offer personalized service to its customers.

"Our customer base is very loyal. Many customers have been banking with Cross County their entire lives. We form such personal relationships that tellers call customers by their first name, and many customers will wait so that they can deal with specific tellers," said George Makowski, assistant vice president of information technology at Cross County. "Our goal was to implement technology that would enhance the personal banking experience while modernizing and streamlining our internal processes. We looked at several other ECM providers, but they did not have the rich functionality that OnBase provided."

OnBase is an ECM software suite with applications that include document imaging, workflow, electronic document management, COLD/ERM and records management. OnBase allows financial institutions to manage all digital content, including scanned paper documents, e-mails, faxes, print streams, application files, e-forms, Web content and multimedia files.

Usinng OnBase OnLine, Cross County imports all customer statements electronically into the system. Cross County also uses OnBase to generate and store 900 monthly internal reports in a single, indexed repository, making document search and retrieval easier. Cross County has also set up custom queries within OnBase so that in one simple search, an employee can quickly bring up all reports needing his or her attention, thus eliminating printing and inter-branch distribution costs. To ensure the safety and security of Cross County's information, OnBase OnLine is hosted in a SAS 70-certified data center that is redundant and secure. Since the implementation of OnBase OnLine in November 2005, employee usage as expanded from four employees to 50, almost half of Cross County's workforce. While currently used for reporting and storage only, Cross County is hoping to expand its use of OnBase to include e-mail archival, scanning signature cards into the data repository and check imaging for Check 21 purposes.

"Customer service is of the utmost importance to all institutions and especially to community banks, who often form personal relationships with those they serve. Therefore, banks must create a balance between investment in technology and investment in the community," said Jason King, director of financial services for Hyland Software. "OnBase OnLine allows organizations of all sizes to rapidly and cost effectively implement OnBase ECM solutions without the need to expand or build an in-house network. As a result, organizations can combine the strength of a central content repository with the flexibility of a Web-based application, eliminating the often costly investment required to create a sound infrastructure while enhancing the customer experience."