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The Branch in the Banking Digital Age

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Check out this presentation to find out how the digital transformation is changing the banking industry.

Find out more information on our blog: http://blog.gft.com/es/2015/12/29/transformacion-digital-en-la-oficina-bancaria-del-futuro/

Publié dans : Business

The Branch in the Banking Digital Age

  1. 1. DIGITAL TRANSFORMATION The Branch in the Banking Digital Age GFT Consulting IT SLU
  2. 2. GFT Group 03.09.2015 2 Today Source: TSB. Why Branches Matter in the Digital Age. Feb 2015 Bank’s channel usage Remote channels do not support transactions where physical components are involved (cash, coins, bank checks, bills, foreign currency…) The acquisition of new clients still happens in the 80% of cases in the branch New Clients Onboarding and Contract Opening processes still requires to visit the branch at some process step 90% of customer prefer face-to- face advice for complex operations Older, some other customers, still look for human interaction and confidence with their bank branch. Personal treatment Multiple Sources: Capgemini - The Future of Bank Branches, Coordinating Physical with Digital. PwC, Rebooting the branch: Reinventing branch banking in a multi-channel, global environment. Digital Technologies will Accelerate the Branch Transformation, but will not make them extinct because the costumer cares…
  3. 3. GFT Group 03.09.2015 3 Digital Banking relationship model Physical Branch Virtual Branch (formerly, online channels) Branch of the future. Client Digital ClientTraditional Client Clients that can and want to interact with the bank through the digital channels … Clients that do not want or do not know interact digitally … but for any reason they must complete the interaction in the physical branch
  4. 4. GFT Group 03.09.2015 4 Branch of the future. Pillars Client Physical Components Client Onboarding and Contract Opening Personal Treatment Complex Operations Client Acquisition Physical Branch Spaces Accessibility Interaction Physical Items Human interaction
  5. 5. THE PHYSICAL BRANCH
  6. 6. Physical Branch of the future. Pillars The Branch is there, where and when the client needs it Accessibility The client can satisfy his needs, digitally and/or physically Interaction Making the branch visit a pleasant experience, not a binding obligation Spaces
  7. 7. GFT Group 03.09.2015 7 Physical Branch of the future. Pillars
  8. 8. GFT Group 03.09.2015 8 Accessibility §  Are my branches in the right place? §  Are the opening hours the most convenient for my clients? §  Can the client access to the branch from multiple digital and physical points §  Is the staff ready to understand the profile of clients attended in each branch?. Are the decision making processes behind the branch ready to understand the specific client profile needs? §  Can I track the usage of by physical branch network and improve the pillars (feedback)? ü  Street traffic measurement & street conversion (% of street traffic visiting the branch) ü  Real time footfall counting: understand how many people visit the branch and when ü  Customer dwell times and branch heat maps ü  Transaction execution statistics (all channels including AIO and ATM) ü  Client profile -  Make decisions about branch location, staff sizing, staff profile, opening hours, decision processes, etc…
  9. 9. GFT Group 03.09.2015 9 Experience feedback Interactions Façade Secure delivery Boxes Wifi Battery Charge & other facilities ATM 2.0 Welcome Traffic counting Queue Management AIO Self-service & assisted Teller The shop Start Digital Transactions Battery Charge Onsite advice Remote advice Knowledge Totem informative Secure delivery Boxes
  10. 10. GFT Group 03.09.2015 10 Welcome Assisted and Self-Service Façade Secure delivery boxes Face-to-face advice Mobility of employees Modular design Knowledge area Video conferencing Interactive touch screens Waiting area Spaces ! Extended Opening Hours "
  11. 11. Physical Branch types 1. Flagship Branch 2. Standard Branch 3. Light Branch 4. Mobile Branch q  Brand image reinforcement q  Lab of new products, services and digital solutions q  Full service to clients: q  Self-service (24x7) q  Assisted (12x5) q  Face-to-face Financial Advice (8x5) q  Conferences and training rooms for clients and employees q  Shared spaces where organize external events q  Full service to clients: q  Self-service (24x7) q  Assisted (12x5) q  Face-to-Face Financial Advice (8x5) q  Conferences and training rooms for clients and employees q  Shared spaces where organize external events q  Full service to clients: q  Self-service (24x7) q  Assisted (8x5) q  Remote Financial Advice (8x5) (videoconference) q  Operated only by one employee (non- cashier) q  Self-Service only (24x7) q  “Easy to move”. Capacity to be temporally installed in events (e.g. congresses, touristic zones in summer, etc..) or in busy areas of big cities (airports, train stations, business parks…) q  Located in shared spaces with third companies strategically selected Current traditional branches will evolve to 4 models of new branches, customer and market characteristics will determine the perfect fit of branch-type mix for each bank
  12. 12. GFT Group 03.09.2015 12 Physical Branch Governance: Dashboard Counting Performance Feedback •  Store Footfall Counting (clients/ no clients/total) •  Street Traffic Counting •  Street conversion (% of traffic visiting the branch) •  Transaction counting (total, self- service, assisted and traditional) •  Queries served by digital devices (façade and totem informative) •  Transaction conversion (% transaction/visits) •  Queries conversion (%queries served/visits) •  Queue indicators (num, waiting time àmax/min/average) •  Queries served by digital devices (façade and totem informative) •  Customer dwell times and branch heat maps •  Ranking of queries served (total, by type, by product or service,…) •  Customer Feedback •  Satisfaction measurement metrics + branch internal IT metricsCompound dashboard:
  13. 13. THE VIRTUAL BRANCH
  14. 14. GFT Group 03.09.2015 14 Virtual Branch §  The Virtual Branch is the evolution of the online channels, embedding on them the capacity of interaction with a Remote Advisor (Human Interaction). §  Used for/by Digital Transactions/Clients §  Accessible by mobile (& wearables) , internet, TV, immersive channels in shops, etc…and from the physical branch by multiple devices, allowing clients to start a transaction digitally and finalize it physically. Digital Transaction Digital-Physical Transaction Start contract new card Attach required data Sign new contract Sign-up process ( Hassle-free actions) Sign-up process ( Hassle-free actions) Biometric Sign (Manuscript) Step 1 : Digital at Home Step 2 : Physical in the branch Start contract new card Attach required data Sign new contract
  15. 15. GFT Group 03.09.2015 15 Digital branch services and devices (1/3) Client Relationship Manager DEVICES & SERVICES OBJECTIVES Teller Advanced video conference devices All-in-one (AIO) device Assistant Knowledge area To provide personalised face-to-face advice to the client. Face-to-face on-demand execution of transactions on behalf of the client, including the ones that involve cash. “Near face-to-face” personalised advice to the clients. Allows banks to provide on-site advice to clients regarding very specialised matters without having specialised experts in all the bank branches. Allow clients (only) to execute the 100% of the transactions available in a bank branch in self-service or assisted mode (including transactions that involve cash, bank cheques, etc). Support and train clients using the AIO devices. The objective is to train clients to using the AIO in self-service mode. Pleasant place where to schedule presentation of new services, new technological devices or new financial products, increasing the client’s investment maturity. Divulgation of corporate social responsibility activities and invite clients (and no clients) to collaborate.
  16. 16. GFT Group 03.09.2015 16 Digital branch services and devices (2/3) Client Relationship Manager DEVICES & SERVICES OBJECTIVES Teller Advanced video conference devices All-in-one (AIO) device Assistant Knowledge area To provide personalised face-to-face advice to the client. Face-to-face on-demand execution of transactions on behalf of the client, including the ones that involve cash. “Near face-to-face” personalised advice to the clients. Allows banks to provide on-site advice to clients regarding very specialised matters without having specialised experts in all the bank branches. Allow clients (only) to execute the 100% of the transactions available in a bank branch in self-service or assisted mode (including transactions that involve cash, bank cheques, etc). Support and train clients using the AIO devices. The objective is to train clients to using the AIO in self-service mode. Pleasant place where to schedule presentation of new services, new technological devices or new financial products, increasing the client’s investment maturity. Divulgation of corporate social responsibility activities and invite clients (and no clients) to collaborate.
  17. 17. GFT Group 03.09.2015 17 Digital branch services and devices (3/3) Client Relationship Manager DEVICES & SERVICES OBJECTIVES Teller Advanced video conference devices All-in-one (AIO) device Assistant Knowledge area To provide personalised face-to-face advice to the client. Face-to-face on-demand execution of transactions on behalf of the client, including the ones that involve cash. “Near face-to-face” personalised advice to the clients. Allows banks to provide on-site advice to clients regarding very specialised matters without having specialised experts in all the bank branches. Allow clients (only) to execute the 100% of the transactions available in a bank branch in self-service or assisted mode (including transactions that involve cash, bank cheques, etc). Support and train clients using the AIO devices. The objective is to train clients to using the AIO in self-service mode. Pleasant place where to schedule presentation of new services, new technological devices or new financial products, increasing the client’s investment maturity. Divulgation of corporate social responsibility activities and invite clients (and no clients) to collaborate.
  18. 18. Thank you GFT IT Consulting Jaume González Banking digital transformation Avda. Alcalde Barnils 69-71 70567 Sant Cuga del Valles (Barcelona) T +34 93 563 92 36 jaume.gonzalez@gft.com

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