Currently, the user is much more demanding, which imposes a greater challenge for banks, which must constantly seek to improve and update their physical and digital services. This being the case: how can banks promote the use of their branches without dying in the attempt? These are three strategies that can be implemented in the sector:
- The customer will always be the priority: Branches must be designed for users, therefore, entities must consider whether the face-to-face experience represents wear and tear for their users and how this could, in turn, impact the acquisition of new customers.
To improve the experience within physical branches, entities can look for a solution that allows appointments to be scheduled intelligently, streamlining processes and allowing staff to be accurately aligned with customer demand. Reflexis Appointments, from Zebra Technologies, is the system that provides virtual queuing and site occupancy alerts, secure mobile communications to coordinate appointments, as well as robust analytics that provide insight into the effectiveness of branch appointments. This allows customers to easily schedule their appointments by searching across types of services, locations, and other important variables. Once clients book their appointments, branch managers can quickly view all scheduled meetings and assign or reassign appointments to the appropriate team member.
- Optimization and productivity, key factors for 2022: It is important to understand how branch staff spend their time and how effectively they are focusing their work. It is estimated that managers can spend up to 15 hours a week creating work schedules for staff. Being a manual task, it subtracts strategic time that could be used in other activities that would generate more value for the user, since managers have to manually edit schedules, manage calls and ensure that the branch has adequate staff to meet customer demand.
To counteract this problem, the ideal solution is to look for a system that allows you to automate the scheduling of employees.. Reflexis ONE for Banking is a unified, mobile platform designed to streamline branch staffing, employee scheduling, branch execution management, secure internal communications, and appointment scheduling. This solution enables banks to ensure that the right people are in the right place, focused on the right activities at the right time, reducing costs, improving execution and increasing revenue for the branch network.
- Technology within reach for a better experience: Banks may know what they can offer customers under current conditions, but do they know the true needs of their branches? Even before the pandemic, consumers were already aware of virtual channels and more digitally engaged. For this reason, omnichannel participation has accelerated even more in recent months. Users expect barrier-free experiences, whether they initiate the interaction online, with the call center, or in a branch.
Mobile technology in these brick-and-mortar locations is also key to streamlining other in-person employee and customer interactions and ensuring seamless service across all channels. For example, employees armed with tablets to reduce queues can help bridge the gap between the different experiences users are exposed to and ensure faster service.
Although many banks are creating more flexible or universal roles to more broadly manage the key activity of branches, they should pay more attention to the elaboration of these types of strategies, designed and intended to make life easier for a user who is every increasingly demanding with his experiences and is now also a digital native. No matter how entities decide to modernize operations and use resources, the key is to implement tools that will help improve the level of satisfaction of customers, as well as employees.
VP of Software Solutions, Zebra Technologies Latin America.
Source: Ambito
