Always On – Instant Messaging Qorus Banking Innovation Awards 2015 - Winner

A Standard Bank Instant Messaging Portal/App (Banker Chat) that allows our bankers to communicate, take demands and build effective, personal digital relationships with Prestige & Private Banking customers via their preferred messaging Apps such as WeChat, Google Hangouts, Facebook Messenger, WhatsApp etc. Our Banker Chat solution integrates (and aggregates) into any messaging platform. From a bank perspective we have one interface (Banker Chat) while the customer sees us as a contact on their preferred messaging platform (Phase 1 includes WeChat only. Google Hangouts is next). Objectives: a) Provide customers with alternative and convenient ways of communicating with the Bank at a time, place and platform that they ultimately choose – this was validated through the customer insights we performed; b) Formalizing existing customer / banker behaviour – customers are currently communicating with their Relationship Manager using their preferred messaging platforms. Now, with this new solution, we are able to track, measure, store, manage and reduce the risk of these digital relationships; c) To increase value demands that will ultimately improve revenue and the customer’s experience.