Connected world
Omnichannel banking interacts across various channels
Connected world
Omnichannel banking interacts across various channels
banking planning
Autor(ren)
Heiner Kolde
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CEO & Founder
Heiner Kolde
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CEO & Founder
Lesezeit
min.
Omnichannel banking is an integrated banking strategy that seamlessly combines digital and personal sales channels. It goes far beyond traditional branch advice and enables customers to carry out their banking transactions via various channels such as online banking, mobile apps, telephone banking and branches, with all interactions synchronized and consistent.
The core elements of omnichannel banking are:
For banks, implementing omnichannel banking is crucial to remain competitive and meet changing customer expectations. Modern bank branches must therefore be equipped with digital technologies and at the same time offer personal advice at the highest level in order to optimally support the omnichannel experience.
In the rapidly changing banking world, multichannel banking has already established itself as a standard. Customers can now carry out transactions, find out about offers and use banking services via various channels — whether via the website, a mobile app, by telephone or in person at the branch. While this variety of access options offers customers flexibility, it poses significant challenges for financial institutions.
The central problem lies in the lack of networking of these channels. A loan application that was started online often cannot be continued seamlessly in the branch. This is because the various channels are often based on different systems and are supervised by different consultants. This discontinuity in the customer journey can lead to customer dissatisfaction and, in the worst case, even loss of customers.
This is where the concept of omnichannel banking comes in. It aims to seamlessly connect all sales channels and thus create a consistent, consistent customer experience. For savings banks and banks, this means not only an adjustment of the IT infrastructure, but also a redesign of physical branches. Modern branches must be designed as an integral part of the digital strategy, which places new demands on facility management and building planning.
Omnichannel banking is revolutionizing customer interaction in the financial sector by consistently focusing on customers and their needs. This concept goes far beyond simply providing various points of contact. It creates a seamless, cross-channel experience where customer information is stored and coordinated centrally. This enables banks to offer various services via various channels — from online information to personal advice in a modern branch.
A prime example of the successful implementation of this concept is Volksbank Next in Herten. An innovative room concept was implemented here that cleverly combines digital and analog worlds. The branch is characterized by omnipresent digital offerings that represent the various omnichannel banking channels. Interactive touch screens enable customers to explore the complex world of financial products, while VR glasses are used for virtual property tours. The futuristic corporate design in the entrance area underlines the bank's future orientation.
The branch's technological infrastructure is up to date and even includes integrated charging stations for customer smartphones. However, this modernization also poses challenges, particularly in the area of facility management. The integration of new technologies into existing building structures requires careful planning and can result in significant investments. However, our projects show that these investments pay off in the medium term as a result of increased customer frequency and satisfaction.
The customer in focus Analog and digital offerings work harmoniously together to offer the best service for customers
The modern omnichannel bank is characterized by a clever fusion of digital and analog consulting approaches. This symbiosis is reflected not only in the services offered, but also in the physical design of the bank branches. Here, too, Volksbank Next, which, in addition to cutting-edge digital offerings, also offers traditional consulting rooms, shows how things can work. These spaces are thematically designed to address specific customer interests such as work, family, travel or nature. This well-thought-out room design not only creates a pleasant atmosphere, but also promotes Identifying customers with their bank.
The diversity of contact points is another core element of the omnichannel approach. Die PSD Bank Rhein-Ruhr in Düsseldorf And the PSD Bank Nord in Hamburg impressively demonstrate how direct banks can combine online banking with on-site offerings. Here, innovative technologies such as VR glasses complement traditional advice and thus create a holistic customer experience.
Another example of a bank that is completely focused on omnichannel is Savings Bank in Iserlohn. Here, “life” takes place on an open, innovative marketplace, where various contact points are integrated. In addition to several service points, there is a multimedia experience zone that serves as an acquisition area. Here, customers either come into direct contact with an advisor or can digitally discover the latest Sparkasse products via touch displays.
Omnichannel banking gives financial institutions the opportunity to go far beyond traditional banking services and create real added value for their customers. This expansion of the range of services is reflected not only in digital offerings, but also in the physical design and use of bank branches.
An innovative example of this is the integration of additional services directly into the account opening process. For example, customers can simultaneously take out memberships with local associations or gain access to car sharing and other mobility offers. Discounts for regional service providers can also be part of this extended service package. This strategy not only strengthens customer loyalty, but also positions the bank as a central player in the local ecosystem.
Die Sparkasse Bensheim is going one step further by developing its branch into a multifunctional center. Here, customers can charge e-bikes and electric cars while they find out about banking products on interactive screens inside the branch. This fusion of banking services with everyday customer needs creates unique added value and increases the attractiveness of the branch.
For facility managers and construction managers, these concepts create new challenges, but also opportunities. The integration of charging stations for electric vehicles, for example, requires an adjustment of the electrical infrastructure and possibly conversion measures outdoors. At the same time, it offers the opportunity to optimize the energy efficiency of the entire building and implement sustainable technologies.
Installing interactive screens and other digital technologies in branches requires careful planning of the IT infrastructure. Aspects such as data security, usability and ease of maintenance must be considered. Step-by-step implementation, starting with pilot projects in selected branches, can help to minimize risks and gain valuable experience.
Despite the trend towards digitalization, the physical bank branch remains a central location for personal advice and customer loyalty. The concept of omnichannel banking is of crucial importance here, as it enables seamless integration of digital and analog offerings. This creates a smooth customer journey and a genuine banking experience, which is essential for long-term customer loyalty.
For decision makers in the areas of facility management and construction planning, the switch to omnichannel banking offers the opportunity to rethink branches and design them as multifunctional centers. Investments in modern technologies and infrastructure will pay off through increased customer frequency, higher customer satisfaction and new sources of income. At the same time, these transformations can be used to improve energy efficiency and implement sustainable solutions.
Implementing such concepts requires close cooperation between various departments, from IT to marketing to facility management. This is the only way to develop a holistic solution that meets customer expectations as well as business and technical requirements. The success of this transformation will depend largely on how well it is possible to merge physical infrastructure with digital offerings to create a seamless customer experience.
As an experienced partner for holistic room concepts, bkp banks supports the implementation of omnichannel strategies. Our people-centred approach enables us to create bank branches that are not only functional but also emotionally appealing. We understand the complexity of the requirements of modern banking spaces and seamlessly integrate digital technologies into appealing physical environments. In doing so, we take into account both the needs of customers and the operational requirements of the bank. From the initial concept idea to the final implementation, we focus on your team. We will advise you with our expert knowledge and innovative solutions.
Would you like to find out how we can make your bank branch fit for the future? Get in touch with us today without obligation and let us make your vision of a modern omnichannel bank a reality together.
Wissen
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banking planning
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