"Big Wisdom" in small outlets

"Big Wisdom" in small outlets

Zhang Fang Zeng Chengcheng Wang Jing

The environment here is comfortable, the decoration style is simple and bright; machine intelligence, cash withdrawal, transfer, card opening, more than 95%of the business can be done in the hall; service enthusiasm, face -to -face communication, "one -on -one" guidance ...

This is the Army Reclamation Road Branch of Xiantao Rural Commercial Bank of Hubei. After a comprehensive upgrade and transformation, the branch department has become a new smart service outlet. It highlights human care in intelligent financial services and enhances the brand image of Rural Commercial Bank in improving customer experience.

Smart outlets in the eyes of customers

The business is faster. "This smart counter is really convenient. The loss of the loss business for a long time before, I helped me run in a few minutes, and I don't have to line up. "In the past, I had to wait for the first half of the bank to get busy for the first half. Now it’ s good. With smart counter, most of the businesses can be handled on this smart counter, eliminating the application, calling, queuing time in line, There are also staff members who are intimately guided by the staff. The current banks are becoming more and more convenient. " Financial technology such as Hua, Face recognition, etc., further enrich service channels, divert cabinet business, alleviate operating pressure, and solve problems such as low efficiency of cabinet service and long customer waiting time.

The problem is more accurate. In order to allow the smart counter to better serve customers and maximize its "intelligent and efficient" role, the Army Reclamation Road Branch is fixed to arrange a staff member to guide them. Throughout the business needs, and then accurately divert. For bank card deposits, inquiry and other businesses, guide customers to handle in ATM machines; for the long -term businesses such as card signing, transfer remittance, and loss of counters, they are diverted to smart counters and other tools. Customers who have taken zero are cited to the artificial window and migrated some cabinet channel business to online channels such as online banking and mobile banking to fully realize the complementary functions and rules of the traditional business and electronic banking business. As of the end of June, the number of business transactions of the sub -section was 4,288, of which the number of tellers' business transactions was 1345, the number of smart counter business pens was 2943, and the replacement rate of smart counters reached 65.76%.

The service attitude is better. The Army Reclamation Road Branch comprehensively optimizes the allocation of human resources, explores the transformation of the service model, and releases all high -cabinet personnel to the lobby. With the interactive advantages of the hall -to -face service, the communication is more efficient and the service is more temperature. Uncle Lin, who lives in Xiaonan Community, is an old client at the Military Reclamation Road Branch. At first, he was very uncomfortable to handle business at the smart counter. The lobby manager Feng Boyea took the initiative to guide him to the smart counter every time Uncle Lin came to handle his business, and also Guide its operation. After experiencing several times, Uncle Lin felt efficient from his heart, and felt that the staff was around when the operation encountered difficulties. Now Uncle Lin does not need to be guided by the staff when he comes to handle the business, and the operation of the smart counter is already handy. Since exploring the wisdom of the outlets, the Army Reclamation Road Branch has achieved zero complaints from customers, and customer satisfaction has become increasingly higher.

Wisdom transformation in the eyes of employees

There are more time to go out. Since the transformation of the wisdom of the outlets, except for the necessary business personnel in the business room of the Army Reclamation Road Branch, all the remaining personnel have been released to marketers, so that employees have more time to go out. A client of the client of the military reclamation road, Xiao Hui, cannot come to the outlet to apply for a bank card for special reasons. At the same time, the funding demand is relatively urgent. Boss Qin applied for a bank card, applied for the receipt code, and awarded 300,000 yuan. Boss Qin praised the one -stop service of Xiantao Rural Commercial Bank Smart Bank. "If it wasn't for the wisdom counter to share the outlet part, or even most of the business pressure, we didn't have time to go out." Xiao Hui said.

The enthusiasm for marketing is even higher. Since the transformation of smart transformation, the enthusiasm of all employees of this outlets has been very high. It has fully learned and used existing micro -loan products and policy advantages to actively clean up the unsolved withdrawal of micro -loan and "code merchant e loan" customers. Micro -loan, do not lose a high -quality loan household to obtain customer trust. As of the end of June, the balance of the branch deposit of 380 million, compared with the net increase of 44 million yuan at the beginning of the year; the balance of micro -loan was 42.11 million yuan, a net increase of 28.07 million yuan at the beginning of the year; (32 gold codes, 122 silver code, 297 copper code), 180%of the capital retention, and 85 credit merchants; mobile banking adds 204 new households at the beginning of the year.

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