The branch is the representation of your bank, the face of your business. Despite the rapid adoption of digital technology, most customers execute high amount transactions at branch. In fact, branch transformation does not only play an important role in brand awareness, but also a powerful tool for building customer relationship.
Therefore, brick-and-mortar branch and premise visit experiences are still essentials for business’s growth. The inefficiency at branch, including poor service, long wait times, lack of information, inconsistent service level is the main frustration that undermines customer experience.
Leveraging its extensive experience since 1992 as a banking solutions provider and consultant in Indonesia, PT Murni introduces an omni-channel service delivery for future branch tailored precisely to suit Indonesian banking customers. The focus approach of omni-channel strategy is to improve efficiency of service delivery through the integration of online and offline channels.
With leading technology and system, we can help you to implement business process automation in order to make more effective resource management, cost-effective business operations, and improved customer experience. More than that, since we also understand that customer experience is the core of your business, our solution enables you to provide a personalized service for each customers. The integration of multiple channels allows your staff to focus on the customer service to build stronger customer engagement and higher upselling and cross-selling opportunities.
Your bank can be actively conscious and responsive to the needs of customers. Furthermore, your bank can also improve customer experience and maximize profitability of branch network by eliminating the potential loss of unrecognized purchase opportunities. All of which is beneficial for the sustainability of the company.
To gain better understanding of customer experience from your customer’s perspective as a fundamental reference of branch transformation, learn how to build your customer journey mapping.
Planning a Smart Move
Branch transformation concept is designed based on the insight forecast of dynamic culture changing. Consideration factor must take into account the needs of today’s key customers and the future generations.
Designing an adaptive and intuitive space for your branch involves incorporation of system and technology that can be integrated with the existing digital channels to enable a seamless journey.
The extending life expectancy, demographic differs, and the rising era of digitalization has shifted the utilization of a branch for only important and high value transactions.
Thus, branch must improve the game by adding more values. Regular staff is expected to provide information as business consultants, customer journey on multiple touch points must be frictionless, and information has to be provided beforehand.
Enterprise Customer Experience Solutions provides multi-channel service delivery to accommodate various types of customers. Supported with analytical data, the solution helps management to manage customer flow, ensure a frictionless customer journey, and measure service performance, as well as identify areas of improvement for more efficient data-driven corporate planning in the future.
The conventional branch operation utilises human resources to serve customers. At times, when customer load is very high, the direct service by staff might cause longer waiting time and queue congestion. On the other side, if branch utilizes more staff, business operation cost will get higher.
Self-service solutions enable cost-effective operations by shifting staff’s workload to self-service machines. Not only allows for efficient resource management, the advancement of technology also provides faster service and a rejuvenate experience for customers.
The marketing campaigns at branches are parts of customer experience, which could improve cross-selling/ upselling opportunities and contribute revenue for the company.
Digital display is an effective approach to enable targeted advertisement for more effective marketing campaign. In addition, it can also be used to share information easily with centralised content update, eliminating the extra printing cost and possibility of delayed information.
Even further, branch transformation is a continuous process that evolves and improves over time. Advanced analytical data for identifying areas of improvements is a critical tool for better customer experience.
Capture customer feedback before, during or after a completion of a service, with or without linking the feedback to the service they have just received. Not only enabling business leader to gain an insight into what customers need, feedback data also allows organisation to make strategic decisions to enhance customer experience that ultimately leads to increased corporate revenue.
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