Post on 15-Apr-2017
DIGITAL TRANSFORMATION
The Branch in the Banking Digital Age
GFT Consulting IT SLU
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…
GFT Group 03.09.2015 3
Digital Banking relationship model
Physical Branch
Virtual Branch
(formerly, online channels)
Branch of the future.
Client
Digital Client Traditional 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
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
THE PHYSICAL BRANCH
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
GFT Group 03.09.2015 7
Physical Branch of the future. Pillars
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…
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
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 "
Physical Branch types
11
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
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 àmax/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 metrics Compound dashboard:
THE VIRTUAL BRANCH
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
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
Secure deliveryboxes
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.
Include the branch in the ecommerce chain of value as secure delivery agent where to receive 24x7 and securely the goods purchased. 24x7 secure delivery of financial items like foreign currency purchased by internet or mobile.
Easy sell and distribution of packaged financial services or third party goods (or combinations) like mobile terminals with the bank applications already installed and ready to be used after activation.
Allow the mobility of the bank employees within the branch with a tablet. Allow clients to start operations in the AIO or ATM in the mobile and complete them in the terminal (pick up the cash).
The Shop
Connectivity
Façade & Informative Totems
Informative screens (tactile, Kinect Tech) with media contents related to detailed description of products, services, fees, etc. Capability of print the flyers or to send them by email to the client’s email address or mobile.
Device / battery charge
Push clients and non clients to visit the branch. Coffee facilities, tablets preconfigured to perform digital transactions and queries, and other amenities will invite clients to visit the branch.
ATM 2.0Continue offering services to the non clients.Advanced ATMs should be operated without card (QR codes, NFC, Biometrics etc), to allow videoconference for support.
Beacons and smart cams
To measure the customer traffic in front and within the branch.Identify the client that access the branch and have his contact history in the screen when the client is welcomed by the employee.
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
Secure deliveryboxes
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.
Include the branch in the ecommerce chain of value as secure delivery agent where to receive 24x7 and securely the goods purchased. 24x7 secure delivery of financial items like foreign currency purchased by internet or mobile.
Easy sell and distribution of packaged financial services or third party goods (or combinations) like mobile terminals with the bank applications already installed and ready to be used after activation.
Allow the mobility of the bank employees within the branch with a tablet. Allow clients to start operations in the AIO or ATM in the mobile and complete them in the terminal (pick up the cash).
The Shop
Connectivity
Façade & Informative Totems
Informative screens (tactile, Kinect Tech) with media contents related to detailed description of products, services, fees, etc. Capability of print the flyers or to send them by email to the client’s email address or mobile.
Device / battery charge
Push clients and non clients to visit the branch. Coffee facilities, tablets preconfigured to perform digital transactions and queries, and other amenities will invite clients to visit the branch.
ATM 2.0Continue offering services to the non clients.Advanced ATMs should be operated without card (QR codes, NFC, Biometrics etc), to allow videoconference for support.
Beacons and smart cams
To measure the customer traffic in front and within the branch.Identify the client that access the branch and have his contact history in the screen when the client is welcomed by the employee.
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
Secure deliveryboxes
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.
Include the branch in the ecommerce chain of value as secure delivery agent where to receive 24x7 and securely the goods purchased. 24x7 secure delivery of financial items like foreign currency purchased by internet or mobile.
Easy sell and distribution of packaged financial services or third party goods (or combinations) like mobile terminals with the bank applications already installed and ready to be used after activation.
Allow the mobility of the bank employees within the branch with a tablet. Allow clients to start operations in the AIO or ATM in the mobile and complete them in the terminal (pick up the cash).
The Shop
Connectivity
Façade & Informative Totems
Informative screens (tactile, Kinect Tech) with media contents related to detailed description of products, services, fees, etc. Capability of print the flyers or to send them by email to the client’s email address or mobile.
Device / battery charge
Push clients and non clients to visit the branch. Coffee facilities, tablets preconfigured to perform digital transactions and queries, and other amenities will invite clients to visit the branch.
ATM 2.0Continue offering services to the non clients.Advanced ATMs should be operated without card (QR codes, NFC, Biometrics etc), to allow videoconference for support.
Beacons and smart cams
To measure the customer traffic in front and within the branch.Identify the client that access the branch and have his contact history in the screen when the client is welcomed by the employee.
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