ur job is to be best at what matters for FirstMerit and its customers. Proactive relationships help identify which customers will benefit from new technologies. Starting from that base, we incorporate streamlined, cost-efficient operational and informational computer systems that deliver the service quality FirstMerit is known for. We give our relationship bankers the tools to serve their customers more effectively. The results kept adding up through 1999.

	Our teller/platform integrated all aspects of our sales culture in a fast, simple system with 99.8% on-line reliability
	Call Center routing enhancements led to a 75% improvement in calls answered within 60 seconds
	We set the stage for the first-quarter 2000 launch of a full-function Internet option to our customers. A state-of-the-art “Service Delivery” system that we will begin implementing parallel with the Internet application, will tell us everything we need to know about every interaction with our customers
	We will replace and upgrade our internal mainframe systems by year-end 2000. This process was initiated in the third quarter and ran concurrent with our final Y2K preparations
	Our MCIF data warehouse accumulated information that will be merged with Service Delivery during 2000, allowing us to refine information on service channel usage and implement consumer specific “one-to-one” marketing strategies
	We began establishing and monitoring service levels in all aspects of our business, combining banker and customer experiences along with benchmarking against peer financial service providers
	The two-year, $6 million technology investment behind our Y2K-OK promise paid off, as 43 branches opened on New Year’s Day with no system problems or service disruptions

In 2000, we will begin unleashing our reservoir of technical talent on Vision 2000 and other technology projects. Vision 2000, the conversion of our core business applications onto the Alltel systems platform, is scheduled for the fourth quarter of 2000. Approximately the same dollars that were set aside in 1998-99 for Y2K preparations will be the funding stream for Vision 2000.

FirstMerit is committed to the “clicks and bricks” business model. Our Internet channel will be rolling out to customers beginning first quarter, and in the spring we will offer an integrated bill payment option. From the Trust area, 401(k) customers have access to their accounts via our web site. We plan web site enhancements throughout the year, and are also working with business partners to provide web enabled Internet channels. Widespread customer acceptance is anticipated for this exciting aspect of our business.

In short, “all systems are go” to maintain our competitive advantages for 2000 and beyond.

 

“To me, FirstMerit represents real solutions for real people. We really mean it when we ask what we can do for you today. And whatever you need, we have the answer.” - Christi A. Boyd, Administrative Coordinator - Call Center Services

“It’s exciting to be part of a bank that’s determined to stay competitive - not just with the range of products sophisticated customers expect - but with individualized service that’s easy to access whether people want to come into a branch or log onto their computer.” - Mark Cicchinelli, Vice President - Community Banking Manager