HIGH TOUCH E-BRANCH CONCEPT
A STEP AHEAD INTO BANKING BRANCH TRANSFORMATION.
Piraeus Bank, one of the largest networks of financial and banking services of the country, has appointed DINN! to help in transforming a traditional bank to a new 3.0 banking operator.
Thanks to E-Branch concept, Piraeus Bank and DINN! won two Gold Awards at Retail Interiors Awards (in particular GOLD Award in Design & Technology and GOLD Award as Best Interior - Non Food Retail) and a Global Banking and Finance Award as “Most Innovative E-Branch Project Greece 2017”.
Piraeus Bank was the first to launch into the Greek market a new model of a fully automated e-branch “spoke”, designed by DINN!, in three spots within the region of Attiki.
Conceive and design the best combination of digital and human impact was the aim to put back Piraeus Bank at the top and deliver a real value for its customers.
Design a Branch Innovation project means manage 1-2 key people that perform the role of welcoming, facilitation and education where all activities of a “spoke” retail branch (retail and premium customers) are treated.
Into new Piraeus Bank E-branches, exactly in the modern kitchen, people have simple and intuitive areas for different operations. Along the walls it is focused all communications and other banking operations. On tables customers can have remote assistance or having meetings with the facilitators.
Main business objective for the bank is to boost the digital channel penetration through a new way of training and education for the customers, reducing costs to serve in physical touchpoints and increasing revenues.
A NEW WAY OF DOING BANK FOR ALL CUSTOMERS: A DIGITAL AND PHYSICAL CONTINUUM LANGUAGE AND EXPERIENCE
Person to person approach became a bridge between the traditional concept of branches and the new digital languages.
Since the shop window, you can understand how the space is organized: easy navigation with a total use of friendly approach. A video projector shows the clear and understandable dyed areas and what you can do there in a total self-service way.
The new branches operate on weekdays during extended operating hours, as well as on Saturdays, confirming once again the high-quality service and the customer-centered character Piraeus Bank has been showing for many years.
Individuals as well as businesses and freelancers have the ability to perform their transactions secure, fast and easy, since no special knowledge or digital skills are required. During all operating hours of the e-branches there will be available facilitators, to whom customers will be able to address for any question, get informed on the services provided, get instructions on the use of machines & digital services of the Bank, as well as assistance in every transaction.
Eftichia Kasselaki, Executive General Manager, Retail Banking, Branch Network & Deposits at Piraeus Bank Group confirms that “Piraeus Bank aimed at creating a unique banking experience offering the best service to its customers and at improving their overall experience through the provision of pioneering services. The new idea was accepted with enthusiasm by a large number of individuals as well as business representatives.”
E-LIVING CONCEPT FOR A HUMAN BRANCH
The “Remote cashier” in every e-branch constitutes the greatest innovation in the Greek banking market and one of the greatest at European level. It gives the possibility to Bank customers to carry out over 90% of all transactions of a conventional cashier desk with the assistance of a specially trained cashier through a video call. The transactions that can be carried out are the following: cash withdrawal and deposit, balance update, cheque deposit, money transfer for suppliers’ payment, payment of bills and business debts, payment of corporate cards and loans etc
On the sofa, customers can relax drinking a coffee or having meetings. For this reason, we designed a concept “kitchen/living” in order to increase warmth and “humanity” of machines.
The main piece in technology development is the VTM (Video Teller Machine), entirely designed by DINN! on a Customer Interaction model that facilitates all banking operations and quick consultancy without using cards and special codes.
“E-branch of Piraeus Bank is the first e-branch example in the world that combines high use of technologies and high warmth and simple practice. This is what we call High Touch E-Branch”. Massimo Fabbro, Chairman of DINN!
Together with Piraeus Bank, DINN! managed a complete program of branch transformation project with different formats.
The E-branch is one of the format included in this branch transformation project, that will affect the entire branch Network of Piraeus Bank (around 700 branches) with different concepts between hub/spoke/independent branches. At present, we have already opened 3 branches in Athens and the program is to analyze first the results and then deploy it on the entire network with hub and independent we’re designing now for a new open during last 2017 Quarter.