A Future for In-branch Self-service?

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9 November 2012


  • Does anyone else find it absurd that Banks and Credit Unions would force customers to travel to their Branches just for self-service? Why not enhance self-service experience via remote channels (aka online and mobile) and in the process save the Bank or Credit Union $1MM+ per location?

  • Thanks for your post Serge.

    I'm not aware of any "forcing" going on. Observing branch-based ATM transaction velocities, however, supports strong consumer demand. I fully support your notion of offering complimentary remote channel self-service capabilities. The wildly popular mobile RDC is a great example. It's not either/or. In addition, there simply isn't a solution for cash-related transactions beyond remote ATMs. And, as you know, cash usage remains strong despite the bevy of electronic alternatives.

  • India is an example where both personal and business banking customers will walk into a branch to deposit his cheques into a branch cheque deposit box only because branch boxes provide same day clearing. Similarly, we have a number of banks that provide a bulk cash deposit facility where customers walk into a branch and use a large cover that can be sealed to deposit their cash. The bulk deposit is opened at fixed times and cash counted in the presence of cctv cameras. These are just examples that are working and what it tells me is that banks need to innovate to provide the right type of self service options that make it attractive to their customers.