Thursday, 16 December 2010 08:07
Telefónica presented at its corporate headquarters in Madrid, the solution 'Smart Banking Office', a business space that uses the latest communication technologies available, and that according to the company, "places the client of the entity at the center of all activity. The concept of bank office presented incorporates self-service, advice and sales solutions, as well as personalized and proactive attention, with the aim of offering operational efficiency.
Telefónica has worked with some financial institutions to convert transaction offices to customer-oriented offices. The objectives are to strengthen their trust, achieve greater differentiation with respect to other entities, and respond to the requirements of today's customers, increasingly informed and connected to the digital world.
The new "Smart Banking Office" allows the creation of new environments and differentiated physical zones. Thus, customers can receive information about the products and services that are of interest to them, through the touch screens of the showcase area. In this area, dynamic marketing solutions are enabled, integrated with audience analysis tools to offer advertising information on demand, according to schedules or influx of public.
Upon entering the office, the client accesses the welcome area that, interactively, guides him on the functions and itinerary through the different areas. The self-service area incorporates solutions with NFC (Near Field Communication) technology, which allow the customer to perform various operations just by bringing their mobile phone to the cashier. Also, this CASHIER offers personalized promotions through mobile marketing applications.
In the event that the customer wishes to be attended by an office employee, he can identify himself through his mobile terminal in the welcome area. An attention system will facilitate a shift by sending a message to the mobile. When the customer arrives at the checkout area, the person who attends him already has his file with the necessary information to give personalized and proactive attention, including all the actions carried out through the rest of the channels. If necessary, the employee can confirm to the client the availability of the director -or the most appropriate person in the entity to assist him-, both inside and outside the office, as well as transfer to the mobile phone.
The commercial attention to customers in the address area is personalized in details such as on-screen images or ambient music. New tools such as the interactive touch table that shows the products and services with the direct participation of the client are incorporated. A videoconference can be established with a specialized advisor of the entity in the area of quick consultations. Finally, in the contracting of a product or service, the digital signature and electronic document management are applied.
Telefónica's proposal is completed with an automated, centralized and sustainable management of infrastructures and tools, generating a global dashboard of the office, integrating inmotic solutions that control temperature and lighting, optimizing energy consumption and respect for the environment.
Telefónica I+D, Telefónica Servicios de Música, NCR and Senteo have participated in the project. Other collaborating companies have been 3M, Tandberg, LG, Panasonic and Samsung.
www.telefonica.es
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