Transform your branches and reduce effort turnaround time by more than 30%
Despite the high usage rates for both internet and mobile channels by banking customers, the impact on branch usage was minimal according to the World Retail Banking Report 2015. Our research found bank customers overwhelmingly conduct key services like applying for credit and opening accounts in branches versus internet or mobile. It seems a fully digital banking experience doesn’t yet satisfy the emotional needs of customers.
Banks need customers to visit a physical branch because branches are the key channel of interaction and the most successful cross-sell touch point. But due to the high costs related to maintaining a physical branch, optimizing a bank branch is key to profitability.
To deliver top-class services to customers, banks must transform front office and frontline operations
Capgemini’s strategy for branches focuses on four key areas: data; governance, risk and compliance; verification and validation; and digital. Our Intelligent Host for Omnichannel Service Transformation (IHOST) solution framework for front office transformation helps bank branches track customers, remind them of pending requests, prepare for customer visits, and reduce effort turnaround time by more than 30%. From home or on the go, customers can initiate transactions, open accounts, view and track personal finances, plan for future goals and initiate banking requests. IHOST can help you engage with your customers effectively while reducing cost.
The IHOST solution helps banks connect with customers across five dimensions:
- On the go: Electronic forms, remote transaction requests, social media interactions, goal tracking, personal finance management
- On the premises: Interactive digital signage, text-to-voice
- Branch support: Prepopulate requests, eSignature, context-aware intelligence, priority banking
- Meet the customer: Personalized offers, context-aware intelligence, cross-sell opportunities
- Kiosk: Book time, electronic forms, transaction requests, self-service
We bring responsive delivery models, next-generation capabilities for mobile solutions, and deep domain knowledge backed by outcomes-based validation model to the IHOST solution. Capgemini has dedicated specialists for retail and commercial banking, payments and cash management, residential mortgage, wealth management, governance, risk and compliance. IHOST helps banks reduce effort turnaround time by over 30% while seamlessly integrating the customer’s experience at the branch with activities across all channels.