Services

Digital Integration

Integrating Technology for a Seamless Customer Experience

New technology plays a role in many projects, but we believe that a sound technology strategy should be driven by objectives and not simply by what is new.

We recommend technology that helps you create digital and physical experiences that work seamlessly for your customers and workplace culture that enhances efficiency.

How We Do It

Integrating Technology for a Seamless Customer Experience

As technology advances, the banking industry has largely reached a point where providing access to digital services, such as mobile apps or check scanning deposits, is no longer a differentiator but rather a basic requirement. The true differentiator is how seamlessly and effectively a bank or credit union integrates technology into their overall customer experience. These experiences that are taking place not only online, but also in the branches.

An effective branch technology integration strategy will mobilize and empower branch staff to create a consistent omni-channel experience for customers, engage FinTech users, and protect everyone with current security standards.

Increasing Branch Staff Mobility

In markets with low transaction volumes and a demand for more consultative services, branch staff are better able to connect with customers when they can move past the physical barriers of teller lines and pods and interact with customer on a more personal basis. But cash drawers, terminals, and paperwork often tie staff to a single location within the branch, reinforcing siloed roles.

How can branch staff move about the branch and still deliver services in a convenient and secure manner? Verity Credit Union in Seattle, WA has found one solution: mobile devices and cash handling machines.

Verity branch staff carry laptops integrated into the credit union’s banking systems.

These laptops allow them to provide members with a full range of services anywhere in the branch.

A member can walk in and be greeted by a banking associate and then sit down with them in the café area to have a conversation. They can apply for a mortgage loan, get approved, and sign the paperwork right there in a completely seamless experience. This setup also opens up the possibility of delivering banking services out in the community and at events.

Cash handling machines located at a central “tool bench” conversation area provide convenience for cash transactions. These machines not only bring these services out from behind a teller line, they also free staff from the time-consuming processes of counting money and cashing out their drawer at the end of a shift. 

It’s the strategic integration of technology into the member experience, not the technology itself, that enables Verity Credit Union to provide members with this level of personalized service.

Providing a Seamless Omnichannel Experience

As the novelty of new delivery channels wears off and digital interactions become routine, consumers’ expectations for a cohesive experience across all channels are rising. A rapidly increasing number of financial product purchases are begun on a digital platform and completed in a branch. To effectively support these new customer journeys, a financial institution’s various retail channels must be integrated into an omnichannel experience.

Here’s what a seamless omnichannel experience might look like:

A customer clicks a Facebook ad for a home loan on their phone and is taken to a mobile website or banking app where they prefill part of an application and save it. When they get home, they visit the website on their computer to read more details about the loan and finish the application.

They upload the necessary documents but have a few more questions. Then they make an appointment in the app for an in-person consultation. When they arrive at the branch the next day, a staff member greets them with their account information and loan application already pulled up on a tablet.

To get the most out of these channels, it’s important to integrate them in a way that makes moving from one to another as seamless as possible and to provide a consistent experience both in the look and feel and functionality. This not only improves the customer experience, it also gives organizations an organized and professional appearance and reinforces their brands’ reputations.

CHROME Federal Credit Union provides an excellent example of this. CHROME carried out their branch and mobile app redesign projects side by side, creating both a digital extension of their branch services and a cohesive look and feel between digital and physical experiences.

Who We Serve

We perform digital integration services for: