Qorus Banking Innovation Awards 2014 - Winner

Customer Service Model - branch concept

Submitted by


Logo of Swedbank

<div>Our roots are firmly entrenched in Sweden’s savings bank history, the cooperative agricultural bank tradition and...

10/09/2014 Banking Innovation


A branch concept that has proven that banking is both somewhere you go and something you do.

Innovation presentation

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.

Uniqueness of the project

The new branch concept will make Swedbank a leader in physical banking interactions and help it to attract new business. It is the result of some disruptive innovations (cashless branches, video banking and the elimination of the physical queue system) and incremental innovations like new roles (welcome host), new ways of working, and improved design and use of printed and digital marketing materials.

Some key features:

• Two formats: advisory and service branches

• Completely cashless, no ATMs

• Video banking ensures efficient use of advisor capacity in the telephone bank

• Offers, products and services are displayed and marketed in an inspiring way

• A welcome host solves simple errands right away and manages customer flow during peak hours, as there is no queuing system.

• New way of working include training and guiding the customer to use online banking services

• Significantly smaller office area required compared to previous concept.

Want to keep reading?

Become a Qorus member to get access to all our innovations

Interested in learning more? Speak to Boris, Qorus's Content Lead

Qorus has a library of almost 8,000 innovation case studies across critical areas like customer experience, sustainability, marketing & distribution and more that can be used to inform your decision-making.
Contact us

Related innovations

19/04/2024 Insurance Innovation

New Ireland Assurance Advisor Portal

Executive Summary: The challenge we set for ourselves was ambitious and required a complete transformation of our ways of working,...

19/04/2024 Insurance Innovation

New Ireland Assurance Customer & Broker Portal

The challenge we set for ourselves was ambitious and required a complete reimagining of the customer experience. Traditionally financial advisors,...

19/04/2024 Insurance Innovation

AIA One--Reimagining the sales agent experience at AIA Thailand

At AIA, we are leveraging Technology, Digital and Analytics (TDA) across our business as we transform into a customer-centric, digital...

18/04/2024 Insurance Innovation

Walaa Modernize Core Insurance Platform

Walaa is a top tier insurance company in Saudi Arabia, which provides +60 products and services offering, has been experiencing...

Related news & insights

Digital Reinvention
18/04/2024 Interview

CLV: Gaming insights are helping banks pinpoint key long-term customers

At an online event hosted by Qorus Digital Reinvention Community and marketing firm Numberly, Zachery Anderson, NatWest’s Chief Data and...

15/04/2024 News

Allianz Partners introduces instant online chat for HCF travel insurance customers

This pioneering service furnishes HCF members with real-time support for their travel queries, broadening the avenues through which customers can...

Digital Reinvention
14/04/2024 News

NAB app streamlines online shopping with PayPal integration

This pioneering feature, a first in Australia, enables NAB users to effortlessly add and manage their preferred payment cards directly...

09/04/2024 News

MMA's new mobile app: Redefining customer experience

This new offering is tailored for both individual and professional clients, with a primary goal of simplifying their day-to-day interactions...