Redefine The Role Of The Bank Branch
This digital era is transforming how many banks engage customers and it’s affecting traditional bank branches. Tech-savvy customers are relying more on apps and other online services, which is causing bank branches to seem nearly obsolete. In response, many banks are transforming the role of the bank branch by improving the experience that customers can have with both online and branch services.
As suggested in “Are You Ready for the Next Phase in Branch Transformation?,” posted by Jenni Palocsik on TheFinancialBrand.com, banks need to improve digital or online offerings, as well as improve the customer experience within the bank branch. Both efforts are necessary for banks to evolve and continue to compete in this tight financial marketplace.
As Palocsik suggests, many bank branches are improving automation and self-service offerings to attract and engage the tech savvy, digital customers. However, that is not enough. When customers do take the time to enter a bank branch for other services, they expect speedy, personalized services. A recent study by Ovum indicates that over the next 18 months, many bank executives intend to monitor interactions between branch employees and customers in order to make improvements with customer satisfaction. Combining automation and self-service features at the branch, along with productive and enabled employees, can lead to a more satisfying branch experience which can lead to improved customer retention. Modern technology, including both enterprise resource planning (ERP) and customer relationship management (CRM) solution can support these efforts.
An integrated ERP solution, can automate common daily processes from accounting to human resources and payroll. Streamlining internal operations improves productivity so your team has more time to spend with customers that enter the bank. When integrated with a robust CRM solution, such as Microsoft Dynamics® CRM, your branch employees can have access to all the customer-centric data that they need to be responsive to customer needs, whether they call, engage your branch online, or walk into your lobby. The faster you can access customer data, the faster you can address their questions or satisfy their banking needs. Microsoft Dynamics CRM also includes many self-service features.
Redefine the role of your bank by replacing outdated technology with more modern solutions. Contact AKA Enterprise Solutions to learn how ERP and CRM can streamline operations and improve customer satisfaction.