You may have just launched a brilliant new service in your branches, but if customers can’t easily book onto it, they’re more likely to open an account with a competing bank. With the right Bank Scheduling Software, you can make sure you’re keeping your customers engaged.
Why should you use Bank Scheduling?
As digital banks like Monzo rise in popularity, customers are spoiled for choice when it comes to selecting a bank. To make matters worse, today’s consumer is also less loyal and more likely to switch banking accounts. Without making their services accessible, banks risk losing customers to their competitors.
Fortunately, one clear way to increase account openings and loan originations has emerged: the Appointment Booking Software. As we revealed in our recent Virtual Service in Banking report, a staggering 81% of consumers want at least one type of appointment from banks.
This proves that time really is of the essence for banks – slow-moving businesses that fail to meet this demand are likely to lose customers.
With the right Banking Appointment Software, bankers can attract more customers to their services, boost customer satisfaction and drive profitability.
Currently, more customers than ever are searching for a “bank appointment on Google with demand continuing to rise everyday.
Which banking services do customers want to book appointments for?
Generally, customers want to schedule appointments for:
- In-branch banking advice
- Business client advice
- Video banking
- Mortgage services
- Loan services
- Community bankers/field bankers who meet customers out of branch in local community locations
- Accessibility (including assisted banking, wheelchair access and quiet store hours)
What happens if customers can’t schedule appointments?
When there’s no option for the customer to book an appointment, their service experience plummets, making them more likely to choose a different bank.
The following scenario should cast some light on why this happens.
Carrie wants to make an appointment at your nearest banking location to discuss getting a mortgage. Naturally, she goes to your website. After several frustrating minutes clicking her way through your site, she realizes that there’s no option to book an appointment.
Unfortunately, Carrie’s in a rush to get to work so she doesn’t have time to call her local bank and go through the rigmarole of requesting an appointment. She’s not even sure if this is possible. As such, she decides to wait until the weekend.
Saturday comes around and Carrie visits her local store, excited to discuss her mortgage options with a banker. To her dismay, there’s a long queue for service. After half an hour, irritable and tired, she reaches the front of the queue. She explains to a banker that she’s looking for a mortgage. It’s then that she finds out no-one is available right now to discuss her mortgage options with her. She’s told it will take a short while for service.
Agitated, Carrie leaves the bank. She sees the glowing brand logo of another bank down the high street and decides to make a visit. She’s seen right away and decides then and there that she’ll apply for a mortgage with this new and more efficient bank.
Yet, with the right Scheduling System in place, Carrie wouldn’t have walked out of the first bank. She’d have been able to seamlessly schedule an appointment at a convenient time via your website, receive regular reminders leading up to her appointment and receive service as soon as she walked into the branch.
“Qudini makes my daily life much easier, because the appointments that I get in for the day I know are going to go ahead. Customers have much more time to prepare and they’ve had notifications the whole way through the process. They’ve also had the ability to reschedule. For me there’s less admin time that I’m having to complete, giving me more time to get on with my day job.”
HQ, NatWest bank
What are the benefits of using Qudini’s Bank Appointment software?
There are five main benefits of Qudini’s Bank Scheduling App:
- Attracts new customers: The easier it is for new customers to book appointments at your banks, the more of them you’ll engage, convert and retain.
- Higher profitability: With an omnichannel appointment process, you’re engaging with digital and in-branch customers simultaneously. As such, you’ll be able to drive account openings and loan originations and boost your revenue.
- Reduces staff admin time: Our Scheduling Software automates the entire appointment process so your branch teams don’t need to waste time on administrative work each day.
- Know your customers better: Qudini collects over 100 data touch points on each customer’s banking journey. We’ll send regular reports to your head office teams to help them understand foot fall patterns and better manage stock and resources.
Proven bank scheduling results for our global clients
Here’s some key results many of the global banks we support have seen since deploying our appointment solution:
- Twice as many appointment bookings
- 70% drop in branch walkouts
- 60% boost in new customers
- 25% increase in staff efficiency
What features does Qudini’s Bank Appointment Software have?
Our market-leading Bank Appointment system has key features that both customers and branch teams love.
Customer features
- Make bookings digitally, select required service (i.e., banking advice, mortgage or loan services) and pick a time slot
- Select preferred banker
- Reschedule, cancel or confirm appointment seamlessly within a matter of seconds via confirmation email or reminder emails
Branch, call center and HQ team features
- Tailor questions to customers based on what service or product they’ve selected (with question types including free text drop down, image selection, digital signature and much more)
- Share after-service customer surveys by email or text
- Manage bookings across any desktop, tablet or mobile device
- Multiple branch team members can simultaneously use the system
- Print out a list of bookings
- Call center teams can add and manage customer bookings
- Software works across multiple branches and timezones
- HQ receive regular analytics reports with information on appointment capacity utilization, service and product requests and much more
Do customers want bank appointments?
As we’ve already established, the vast majority of customers want bank appointments. In fact, 93% of customers cited at least one key benefit of using booking a banking appointment in a recent survey.
Surprisingly, customer demand for virtual appointments and live video banking recently surpassed in-branch appointments.
When customers can book bank appointments using a Scheduling App, they’re also:
- 33% more likely to go to the bank
- 24% more likely to make a purchase
- 29% more likely to return
- 25% more likely to choose your bank over another
Learn more about Qudini’s Retail Choreography solutions
Qudini recently launched a whole new suite of solutions including:
- Appointment Booking
- Live Video Banking and Virtual Appointments
- Virtual Queue Management
- Event Booking
- Task Management
- Branch Floor Management
- Employee Communications
Use the contact form below to reach out to our team if you’d like a demo of any of our market-leading solutions.
