One device at branches Qorus-Infosys Finacle Banking Innovation Awards 2024

Project Goals:

Improve CX, UX, and the experience during consultations provided by bankers: The original setup presented two disadvantages. First, there was a large number of peripherals in the case of a traditional PC, which bankers constantly had on their desks (keyboard, mouse, monitor). Second, there was limited interaction with the client directly over the device. The new solution eliminated these issues, leaving us with only an iPad connected to a keyboard. All bankers now have much more freedom at their workstations. A significant improvement is that we can now conduct conversations with clients directly over the device. The client can watch the same screen as the banker, discuss it, see what the banker is recording, and the banker can also visually explain some things.

Replace outdated end-user devices at branches (PCs, laptops, and tablets) that are beyond their lifespan (9 and 5 years respectively): Some devices at branches were already outdated, so replacing them helped us speed up the renewal process and provide bankers with much more modern technology.

Transition to a new service model using a single device, which will be the iPad Pro 12.9": Before deploying the iPad Pro 12.9, we struggled with a multitude of applications that bankers had to use daily when working with clients. We managed to eliminate some of these during implementation thanks to a complete revision. Given the change to the iOS operating system, some owners had to reassess the need for these applications and potentially unify or cancel some of them. The new service model we are working on envisions that client service will now take place in just two applications. For these applications, it is key that the client and banker can sit together over the tablet, with nothing hidden between them, and conduct all interactions together. The recent implementation of tablets has greatly helped us in this regard.

Simplify and increase the versatility of equipment to support flexibility: Transitioning to a new device allowed us not only to unify the type of tablet across all branches but also to use the same accessories. Bankers have the opportunity to work with the device anywhere. This means we significantly support remote work, home office options, visits to clients for selected positions, and the ability to attend to clients and process their requests on-site.