Welcome to business connection, I’m Liz Spencer. Today we’re on site at BMO Harris Bank smart branch location to learn all about its innovations and why it was designed.
The smart branch format is basically all about having an enhanced customer experience, but also offering those self-serve options. So it’s giving the best of both worlds to the customer, some of those key pieces of the smart branch allow the branch staff to have deeper conversations and have free time to spend with the customer, which is important to us. So it’s a smaller format as well, you’ll see smart branches in smaller branches, that’s why it gives us choreography to move around and help the customer.
When we’re sitting at a smart branch, you can see we have a lot of enhancements here in the smart branch. First is our live-teller machines, we have one in the drive through and one inside. These have outside extended hours, which is great for the customer before we open and after we close. Also on Saturday hours, when we aren’t able to offer services, it is very nice for the Naperville community who works with us.
Beyond the live-teller machines, we also have a video expert, which is a means for us to reach our business partners and help our customers who have questions or want to talk to a mortgage banker, a financial advise. We can do that on the spot here which is unique to the smart branch.
Because of the layout in the format, our bankers are wireless, they can move throughout the branch and help the customers anywhere, which allows us to spend some more time with the customer. Another unique thing is that we can issue debit cards here at the branch so if you’re in need of it or open an account. We can give it to you, which is exciting.
So these are some of the key features, we also have mobile cache, which means that you can go to the ATM, access your account and get cash without using a debit card, which makes our lives easy and convenient.
And here at the smart branch, you can get four different types of denomination through the live-teller machines at the ATM. I have an opportunity to interact with the live video teller so that I could experience the convenience of this service.
There is the live video teller. When you come in, you touch the screen to get started. Once you come on the screen, you can make deposit and withdrawal cash with only a check. If you want to talk to someone personally about some information, you can press handset here. You can do anything you want, pause it, get money, take care of all your needs without the traditional slips. You don’t have to fill the composite or withdrawal slips out beforehand. Unlike an ATM, it’s activated by touching your finger to the screen. What you would need is your ID, which is very simple can convenient.
What you’d set on the window would help identify you and they would take you through. There are two locations in the second and third lanes outside, so this activated just the same way, touch the screen after you pull up in your car. That’s when someone will come on the screen and help to walk you through the transaction.
We’re excited to offer it to the customers here in the community. It is interactive, I feel both high-tech and personal interaction. The smart branch is with the changing needs of customers technology, which is ever-changing. We want to offer the best of both worlds, personalized feel and time for the customers. We’d like to give options to our costumers who like high-tech and want to be able to use it. So it’s important that we’re able to offer both our customers in the community. That’s why our branch came out. I think you want that technology, but we don’t want to lose the human touch, so we make sure that we still offer that to the customers. Now we’re able to do that here at the branch, because it’s a full-service brain.
It was a transnational branch before, so there wasn’t a designated bank manager here or bankers to serve the customers. Now we have all of those options. When you come in, it is a full-service bank, which means that you can come in and find what you are familiar with banking, you can sit with a banker and spend time so we can help you with all of your financial needs, or you can come in and do a quick transaction by using the options we have with the technology.
What is even better is that you will always be greeted as soon as you come in because of the technology. All of your process can be done within a short time we can find out what your needs are and direct you to that, which must be a comfortable feeling. We’re looking forward to serving our customers in the community with all the options we have. And we’ll be right back with more business connection.