Helsinki OP Bank is a believer of branches
(Thomson Reuters ONE) -
Web and mobile banking has become a commonplace although people still visit bank
branches. Every year, Helsinki OP Bank makes around 100,000 appointments with
its customers and there is a multiple number of customers without appointments.
The end of July saw an opening of a brand new branch in Tapiola, Espoo, with a
new service model and look and feel.
According to customer surveys, people are increasingly willing to use financial
and insurance services irrespective of time and place. Web banking logons have
grown at a steady rate for years now and mobile logons have exploded during the
last 12 months, whereas the use of teller services has dropped by 10%.
- But then again, people find it important to have the option of going to a
branch when major and long-term financial decisions are involved: negotiating a
home loan, an ideal insurance coverage and a saving-for-retirement plan. People
still appreciate face-to-face meetings with a bank employee who understands
local conditions, states Katja Taponen, Area Manager, Western Region, Helsinki
OP Bank Plc.
Change in focus on demand for teller services
How should we develop branches so that they meet changing customer needs was the
first question that we asked with the aim of reshaping our service model for the
branch and modernise the branch.
- In a more complex world, people tend to increasingly need experts' in-depth
knowledge of and advice on financial matters. As the use of daily financial
services has gone digital, employees at branches can increasingly focus on more
sophisticated negotiations and agreements and on customer care, says Taponen.
More service
Service convenience, personal service and cosy premises were the key focus in
developing and designing the branch and the new service model. The revamped
branch premises are divided into meeting facilities for expert services and an
entirely novel, shop-like place.
Conventional teller services are available in the shop area where customers can
do transactions without making an appointment, collect a new card or open an
account, for example. Service advisors working in the shop area also advise
customers on using web-based self-service channels.
- We are moving towards a more personal service. In one visit, the customer can
conduct all of his banking, insurance and real property transactions and, at
will, receive support, for example, in adopting and using new mobile services,
says Taponen.
Expanding branch network
Helsinki OP Bank will strengthen its branch network by opening a new branch in
Espoonlahti late in the autumn.
- Although much banking is currently conducted electronically, there is still
demand for branch banking. We are confident that our customers want to have
access to personal, expert and local service in our branches, Taponen sums up.
FOR MORE INFORMATION, PLEASE CONTACT:
Katja Taponen, Area Manager, tel. 010 255 6864
Salme Pättö, Branch Manager, tel. 010 255 9426
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Source: Pohjola Pankki Oyj via Thomson Reuters ONE
[HUG#1722245]
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Datum: 12.08.2013 - 08:35 Uhr
Sprache: Deutsch
News-ID 286607
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Kategorie:
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"Helsinki OP Bank is a believer of branches"
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