Video
Scheduled, ad-hoc or inbound video calling allows you to utilize the power of digital face-to-face interaction according to your needs
About the project
Urner Kantonalbank was looking for a solution by which they could expand their services to customers without expanding their physical operations. We suggested a video kiosk terminal capable of handling basic banking activities such as opening an account or depositing a cheque. Together we looked at the features & functionalities necessary such as identification, e-signature, and NFC card readers. In the first three months after deployment, over 1,800 customers used a video kiosk terminal with 90% rating the experience as extremely positive.
Urner Kantonalbank
Name of client
Financial Services
Industry
120
Number of employees
3,07 billion EUR
Income
Requirements
Urner Kantonalbank required a solution that would help them expand their services to customers without expanding their physical operations. They wanted to create a digital yet personalized experience for their bank customers. To maintain their excellent quality of service they needed a scalable solution that could be managed from a centralized location. Apart from their software needs, they required features from the video kiosk terminal, including the physical housing of the terminal such as management of air-conditioning, heating, lighting, and kiosk box door management.
Process
We examined the ideal customer journey and the processes & activities they needed to support using the solution and designed it accordingly. Together with our implementation partner tellma GmbH we developed the right features to fully support Urner Kantonalbank’s business needs.
Solution
A fully functional video kiosk terminal used for multiple use cases like opening an account and card orders. The solution is managed by remote bank experts who can scan documents, verify identification, read NFC cards and even manage the physical environment like opening & closing the doors to the kiosk box, turning lights on/off, and many more features. The entire solution is branded, so customer easily recognizes their trusted bank.
Results
In the first three months, over 1,900 customers used the video service, with 90% rating their experience as very positive. 90% of all requests were processed and handled using the video kiosk service.
The ease and convenience of the video service mean customers from an array of ages and backgrounds were willing and able to use the video service, enhancing the bank’s ability to continue their excellent quality customer service.
Most important features used in this project
Scanning & Printing
Scan and print document.
Pad Sign
Pad signature to allow users to sign documents.
Inbound video sessions
Allow customers or remote field workers to initiate video sessions with your experts. Queue incoming video sessions and assign them to specific experts.
Documentation
Scan documents, sign documents or co-browse documents together for a fully collaborative experience.
Collaborate
Share screens, co-browse, annotate on screen during live video and many more