Absa launches 'test lab' branch at Clearwater
Absa has launched its 'Branch of Tomorrow' at Clearwater Mall, using it as a test lab to develop innovative products and processes before rolling these out the branch network. It will focus on prototyping technology, streamlined processes and strategically placed interactive digital media and create an opportunity to test concepts within a live environment.
Speaking at the media launch held this week, Bobby Malabie, chief executive of Absa Retail and Business Banking said, "This innovative branch is a glimpse of the future of retail banking in South Africa. It is tangible evidence of what our customers have said they want. This shows that the bank is actively listening and responding to customer needs and finding ways to meet their needs through simple and innovative banking solutions."
The new outlet, which is aimed at ensuring an enhanced customer experience, introduces a fresh look at a professional branch environment. The various areas in the branch will allow customers to benefit from innovative and state of the art equipment and processes. This will be further supported by a skilled staff complement that will assist customers with all their requests.
Since the branch opened at the beginning of the month, innovations such as Quick Service Enquiries and interactive touch-screens have been tested, while educating customers on how to use the new systems in the branch.
"Quick Service Enquiries allows customers to conclude low complexity activities without traditional queuing, whilst the new interactive touch-screens are not just big-screen TVs, these are digital devices designed to make doing business easier. With a slight touch of the screen, information about promotions and specials are at one's fingertips," explains Arrie Rautenbach, head of retail markets.
He says the branch concept is not about "dazzling" customers with innovations, but more about launching services that are relevant to its 12-million+ retail customers in South Africa.
"The branch bridges the gap between the ever-growing customer banking needs and making banking more accessible, yet affordable to the masses," concludes Rautenbach.
