IBS Intelligence: Millennium BCP rethinks branch strategy with help from Auriga

IBS Intelligence: Millennium BCP rethinks branch strategy with help from Auriga

branch strategy

Banking software developer Auriga is to work with Millennium BCP, Portugal’s largest private bank, as it redevelops its branch network.

Millennium BCP said it trying to create a new kind of customer-centric branch format, with Auriga providing the software to deliver the right customer experiences within new state-of-the-art branches. It said, for example, that staff will be able to use tablet computers to get full visibility of how customers are using branch services and use these insights to engage with customers productively in-branch.

“As we remodelled our branches, we were thinking about how we could transform the customer experience, so we looked into our customers’ reasons for using our branch services,” said Sergio Magalhães, Director of the Digital Transformation Office at Millennium BCP. “We asked many questions, such as ‘Why do they still need to come into branches?’, ‘Why do they need to take out or deposit cash?’ and ‘How would they be affected by a branch closure?’”

He said Millennium BCP is using Auriga’s WWS suite to create a tightly integrated digital platform for running its next generation branches.

Staff can use tablet computers to get full visibility of how customers are using branch services, with a central console for managing and checking the performance of all the devices, enabling the bank to ensure it is delivering the best possible services and troubleshooting any issues.

 

Online article

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