About
Videochat, contextual online advisory, real-time event driven marketing, simplified purchase processes.
Innovation presentation
The project was part of Project New mBank, which aimed at providing a unique customer experience by introducing re-designed Internet and mobile banking fully leveraging modern technologies to deliver state of the art end-to-end customer experience and unparalleled sales effectiveness for the bank.
The fast adoption of technologies such as broadband Internet, smartphones and VoIP broadened the ways people interact with each other. Many industries had to face customers’ new demands regarding the ways they can use services and products. Meanwhile many banks still focus mainly on their branch networks, forcing their customers to use banking products mostly through their branches. Some of them have developed useful online and mobile services, but treated them as an additional channel of access and put little effort to provide a truly multichannel experience for their customers.
Through Project New mBank, we attempted to provide such multichannel approach to 4.1M retail customers of BRE Bank. In addition to our efficient branch network providing full service in over 200 locations and state of the art Call Center enabling top class service level and prime sales effectiveness comparing to other CEE banks, we recently introduced:
• Newly developed next generation online banking for 4.2 mln customers. (described with details in another EFMA Award application – Digital and Mobile Excelence)
• Video-banking with collaboration functionalities enabling online access to advisors and full service with branch-like experience from product purchase to maintenance
The project description will focus on the video banking part.
Uniqueness of the project
With the state of the art internet banking, newly introduced video banking, highly efficient Call Center and branch network, mBank provides perhaps the broadest multichannel experience in retail banking. It is also the first retail bank to manage B2C relationship and sales management. mBank provides unique multichannel experience, because:
• Provides access 24/7 to its services not only through online banking, but through Call Center as well
• As the first bank in Poland, enables comprehensive advisory through direct channels via video banking
• Provides quick and simple online sales processes enabling near real time from product purchase to activation without the necessity to sign additional documents
• It is the first bank to manage B2C relationship and sales management
