Customer Service Model - branch concept Qorus Banking Innovation Awards 2014 - Winner

Swedbank’s new branch concept has been designed to redefine the role of the branch and align with rapidly changing customer behaviours and the digitisation of everyday banking. It is the result of a new channel strategy that includes branches, digital channels (internet and mobile banking) and telephone banking. Key features: • Two formats: advisory and service branches, depending on the customer’s needs • Cashless branches where the customer is trained and guided on how to carry out their banking business in the channel that is most efficient for their needs and preferences • Video banking in service branches allows for efficient use of advisor capacity in low growth areas • Displays and markets the banks offers, products and services • New ways of working include a welcome host who dispatches the customer to the right service and solves simpler errands right away • Significantly smaller office area needed than before. Established in areas with a natural customer flow, easily accessible and with high advertising value. The design project involved a cross-functional team including Swedbank’s selected partner for service design and architecture. It started with a service design phase inspired by the physical marketplace and retail business. The concept is now fully developed and has been tested in two branches. Modularisation is almost complete and branches that need to relocate, renovate or refurbish will adhere to the new concept from now on. To date, the new concept has: • Improved customer satisfaction • Empowered employees • Ensured streamlined workflows and greater efficiency • Increased sales • Reduced costs.