IT helps bank focus on customer service

A&L introduces state-of-the-art cash machines in branch trials

Alliance & Leicester is to pilot seven concept branches across the UK that will use technology to change the way the firm interacts with customers.

NCR cash machines in branches will allow cash or cheques to be easily deposited, and private phones will give customers direct access to a range of banking specialists. The intention is to use IT to provide better services in branches.

‘There has been an ethos that using state-of-the-art technology has been alienating for customers in the past, but that’s now changing,’ said an Alliance & Leicester spokesman.

‘New technologies, such as deposit ATMs, allow our staff to be in front of the counter helping customers, not behind it.’

If the pilot is successful, the company will implement similar services at the rest of its 254 UK branches.

High-street banks have been investing heavily in branch technology in the past year to provide a range of self-service functions.

A survey by Forrester Research says 69 per cent of people use a cash machine at least once a month, and 52 per cent visit a bank branch. In contrast, just 16 per cent bank online.

A&L is not alone in its branch revamp. Nationwide is 18 months into a £300m, six-year investment programme to upgrade its high-street outlets and online and telephone banking service.

The firm plans to put more internet terminals in bank branches to allow customers to serve themselves, or choose to get help from staff if they wish.

And Barclays is spending £5m to upgrade counter systems at 1,700 UK branches (Computing, 30 June).

Consultant firm Accenture has been pushing a range of technologies for improving services in bank branches.

Radio frequency identification (RFID) tags, for example, could be used to speed up transactions, possibly by instantly bringing up a customer’s details as they put their RFID-enabled bank card on the teller counter.

Both Barclays and Lloyds TSB say they have investigated the technology and see much potential for it, but stress that such technologies are at an early stage.