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THE CLIENT

Belgium’s 4th largest bank providing financial and insurance services through 746 branches, Internet and mobile banking to 3.5 million customers. It has emerged from a global restructuring following the financial crisis in 2011-12 thanks to its strong local franchise based on a deep-rooted branch network and customer loyalty.

THE CHALLENGE
  • Customers adopt multi-channel practice and digitalization leading to a shift in role of agencies and resizing of branch networks
  • Need for complete re-engineering, rather than standard modernization, of branch network
  • Key goals:
    • Improve customer relationships
    • Improve operational efficiency
    • Improve security
THE SOLUTION
  • Reorganize the branch into 3 zones: Zone 1 for self-service (cash secure); Zone 2 for customer service; Zone 3 for advisory services
  • Migrate all standard transactions to advanced self-service machines to reduce time spent on cash handling activities and increase time spent with customers
  • Improve security from ATM to central cash repository or in transit by deploying comprehensive cash management program
THE OUTCOME
  • Self-Service Recycling ATMs today account for over 80% of deposits and 97% of all withdrawals