2003 Annual Report: Raising the Bar for Small Business (Page 2 of 3)

Our dramatic improvement in the way we process government-backed loans is an example of the bank's overall effort to save time and increase services for our 2 million small business customers. As unique as each small businesses is, research has shown that they do share similarities: limited staffs, a lack of time, a need for access to financing and a strong desire to receive the same specialized services available to larger businesses.

Responding to the hectic schedules of small business owners, we've made it possible for our customers to access the best advice possible at their convenience. Depending on their relationships with us, customers can access financial solutions through dedicated client managers who understand their business in depth, world-class call centers, specially trained associates in our banking centers, or the number-one-ranked online banking Web site for small business.

The success of our efforts to attract new small business customers is also underscored by 2003's fivefold increase in net new business checking accounts. In addition, more than 100,000 new businesses signed up for one of seven different business credit cards, some of which provide added value to business owners in the form of discounts, frequent flier miles and other benefits.