The Asian Banker

DBS new flagship branch concept reduces transaction time by half
DBS’ state of art branch makes use of technology, design and innovative concepts to serve customer faster and align their branch banking experience with e-channels.

Jan 15, 2013 | Durva Lakhlani

Preamble With the entrenched use of mobile technology and the Internet among bank customers, Singapore’s DBS Bank felt the need to introduce a superior customer experience at the branch that customers can resonate with, as well as reduce customer waiting time and improve productivity. One Key Performance Indicator for this branch is to ensure 80% of customers are served in less than 15 minutes. Background DBS is the largest consumer bank in Singapore with S$44.7 billion in retail assets (2011), serving over four million retail customers.…

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Categories: Branch Banking, Channels, Customer Centricity, Innovation, Internet Banking, Retail Banking, Singapore, Technology & Operations
Keywords: DBS Bank, DBS Treasures, DBS Private Client, Deutsche Bank, Umpqua Bank, CBA, HSBC Premier, YES Bank
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