Helping Spanish Bank Upgrade Their Digital Displays

Helping Spanish Bank Upgrade
Their Digital Displays

In August 2024, we received an inquiry from a well-known Spanish bank. They wanted to leverage commercial displays to reshape their branch environment, adapting to the needs of modern customers and thereby improving the bank's overall service capabilities.

After initial collaboration, we held several online meetings to gain a deeper understanding of the bank's operating model. The European financial environment places a strong emphasis on privacy and efficiency, but their branches currently relied on paper-based operations and manual outreach, leading to delays in some services. After understanding the client's needs, we began formally deploying a professional digital signage solution for the bank.

Current Shortcomings

Long Customer Wait Times

For a long time, all business transactions at bank branches have relied on counter service. During peak hours, customers spend a lot of time queuing, which greatly affects the customer experience and leads to customer loss.
Outdated Bank Branch Layouts

Traditional bank layouts fail to meet the needs of modern customers. Space is poorly utilized, and while existing customers can quickly access services, new customers struggle to find them, impacting overall customer flow. Furthermore, the outdated layout may alienate younger customers due to its unappealing appearance.
Low Operational Efficiency

Bank staff spend a lot of time answering the same questions repeatedly, such as interest rate inquiries or policy explanations, and cannot focus on complex business. This results in wasted manpower, limited overall branch capacity, and a lack of automation tools, leading to increased operating costs while hindering the improvement of service quality.

Benefits Of Digital Signage In Banks

Reduce Customer Wait Times

By using self-serve digital display signs to show queue information and self-service options in real time, customers can be quickly directed to avoid blind waiting. The display can show the estimated wait time and available counters, guiding customers to choose the best route. This method can more rationally coordinate the time of each customer.
Liberating Bank Employees from Repetitive Tasks

After deploying advertising machines, banks no longer need to repeatedly answer simple questions, as the screen automatically pushes frequently asked questions and answers. This allows employees to spend more time handling personalized inquiries and improving service quality.
Strengthening Brand Image

Adopting digital signage helps create a modern image for the bank. It can highlight the latest products and create a modern, professional atmosphere, which helps it stand out from the competition and attract younger customers. Moreover, digital signage can also create brand consistency, strengthen customer trust, and make customers feel that the bank is reliable.

Specific Improvement Measures

Touch Screen Information Kiosk

For simple business transactions, we recommend that banks install touch screen kiosk monitors. Customers can fulfill some of their needs through simple operations.

The devices support multilingual displays, which is beneficial for banks to conduct international business. This approach simplifies processes and improves overall efficiency.
Wall Mounted Digital Signage

By utilizing banking digital signage deployed in waiting areas and on walls, the latest policies are displayed on a scrolling basis with illustrated explanations, reducing the burden of verbal explanations on staff and allowing them to focus on core tasks and better serve customers.
Floor Standing Digital Signage

Freestanding digital signage is placed at bank entrances and in corridors, providing interactive maps and directional guidance. Customers can easily find the bank layout, locate ATMs or specific counters.

This design optimizes spatial flow, reduces getting lost, and enhances the overall visitor experience.

Results Achieved

Before Deployment

Before the project started, the average waiting time at bank branches during peak hours reached 18 minutes. Customer satisfaction surveys showed a satisfaction rate of only 72%. Staff handled 40% of their workload with repetitive inquiries daily, leading to inefficiency.

While branch traffic was stable, conversion rates were low, and many customers left due to inconvenience. Space utilization was also problematic, with some areas underutilized and frequent congestion at the entrance.

Post-Deployment

Three months after deploying digital signage, the bank's statistics showed that average customer wait times decreased to 8 minutes, efficiency improved by 55%, customer satisfaction rose to 88%, and self-service usage increased by 30%.

Furthermore, navigation complaints decreased by 70%, traffic conversion rates increased by 25%, and the bank's report showed a 15% increase in the proportion of younger customers, demonstrating the role of digitalization in attracting new customer groups. These data, based on three months of monitoring, demonstrate sustainable improvement.

Testimonials from Customers

We are very grateful for Gomany's suggestion. Since introducing these displays, our customers have given very positive feedback. They appreciate this modern approach to service, which has not only improved efficiency but also given us a competitive edge.

Orbeus

President Of A Spanish Bank