Effective branch
The number of bank branches continues to rise. Some analysts report that the branch growth rate is similar to growth rate of online banking users. The online channel, once thought to make branch obsolete, is now firmly entrenched as a complementary channel to the branch within a traditional bank’s delivery strategy.
The correlation between the growth in branches and the growth of deposits and credit products is real – branch convenience drives sales. On the other hand: more branches and more staff has serious implications for the support infrastructure: cost multiplication of any given imperfection is much different with 20, 200 or 400 branches . On other hand – any given branch improvement has much better ROI potential.
The key issue of today is of course proliferation of information systems: average branch teller needs to be able to use 10-30 information systems and he might need to use anywhere from 1 to 5 systems to complete one transaction. There is serious impact not only to administration time required (setting up a new product for client can take 30-60 minutes) but more importantly on the focus of the client session: instead on focusing on the sales opportunity at hand, the teller more is concerned with avoiding all intricacies required by various systems to be used.
Key questions
- Could you improve customer experience if your branch systems are integrated, faster and did not require retyping of once entered data?
- Would it increase your sales if you could shield your tellers from transaction intricancies and shift their focus on proper sales conversation?
- Does your branch staff have all data about customer at moment and point of sale?
- How could your sales figures improve if you would cut non-sales effort? How much time does your branch staff spend with non-sales (administration work)?
- How much time does your branch staff spend on training and re-training various information systems they need to use?
- How time consuming and complex is for you to introduce operational changes to your branch network?
- Does your systems provide you with key process and performance metrics on individual and team levels to fuel further improvement?
Relevant references
- Uniqa – Fast claims UNIQA
- Komerční banka – Mortgage Center Work Management Tool
- Komerční banka – Critical Announcement Information System
- GE Money Bank – New Approval System
- Komerční banka – Collateral Instrument Management Systém
- Hypotéční banka – Mortgage management and integration with the national real-estate register
- Hypotéční banka – Mortgage management and integration with the national real-estate register
- Česká pojišťovna – Contact center unified operator’s workspace
- Všeobecná úverová banka – Credit MIS
Relevant products and solutions