About
Adapting to the customer’s personal agenda to propose an almost immediate appointment depending on his or her location.
Innovation presentation
In response to customers’ changing demands, banking institutions have embarked on a radical transformation of their branch networks. In this context, a profound paradigm shift has occurred concerning the advisor–customer relationship, one that mainly concerns new generations hard-wired for immediacy.
Such were our considerations when we discussed the topic of urgent appointments in a Design Thinking workshop. Previously, a customer was one of many others in their advisor’s portfolio of customers. For the customer, arranging an immediate appointment was an unlikely possibility, much less one based on their own agenda. They would usually have to fit in with the advisor’s schedule.
We have effectively reversed this state of affairs by inviting our customers to log in to our mobile app via their personal agenda and discover appointment availabilities within their vicinity via our existing network of branches.
In addition, we have transformed the customer experience by showing the list of available advisors, Tinder-style. Customers can now choose the most suitable time slot/advisor with just a swipe.
Uniqueness of the project
Here, we are dealing with a breakthrough innovation in the traditional banking model. In fact, we have turned the model on its head: it is no longer a question of the advisor being available for the customer; from now on, customer availabilities represent possible time slots for all our advisors.
By allowing customers to log in to our mobile app via their personal agenda, we can offer them time slots in line with their availability.
In future, customers can arrange an appointment based on:
- their location
- the distance to branches within their vicinity
- available time slots starting one hour later
- the most suitable time slots
- advisor expertise
This innovation combines technology and practicality to deliver a customer service that breaks from standard practice. It is certain to bring a profound change to the customer–advisor relationship in the coming months.
