If appointments are so great, what are they doing for banks?
As diversified as the uses for appointments are, the benefits are equally numerous and definitely worth consideration. Some of the key drivers for implementing a scheduling solution include:
Account growth: leading institutions report that 90% of appointments result in account growth, higher balances and new accounts.
Staff optimization: banks can staff according to demand for appointments. If the demand for appointments increases in downtown locations on Friday afternoon, staff from rural branches can come in to add support. Or if advisors are in demand between 9:00am and noon, you can plan coverage with qualified resources at the right time and place.
Loyalty and NPS: availability, either in-branch or remote, is always seen as a benefit from the customer, especially when the option is sitting in an IVR queue for unknown lengths of time. Banks report near immediate increases in NPS scores after deploying appointment scheduling.
Upsell : it's been reported that nearly 40% of appointments start as customer service inquiries. The ability to pre-book a face-to-face meeting provides an opportunity to educate on additional services, all with the benefit of decreasing cancellations and no-shows.
Continuity of service: with COVID-19 putting new pressures on the ability to transact daily business, having a system in place to engage customers in person, but safely, as well as remotely, proved invaluable.
ANZ | ACTIVE CUSTOMER SINCE 2016
The Australia and New Zealand Banking Group Limited, commonly called ANZ, is an Australian multinational banking and financial services company headquartered in Melbourne, Australia. It is the second largest bank by assets and third largest bank by market capitalization in Australia. ANZ together with its subsidiaries has a workforce of 51,000 employees and serves around nine million customers worldwide. In Australia, the bank serves around six million customers at over 570 branches.
Results:
ANZ came to JRNI to reinvent their branches. Leveraging in-branch appointments, the bank has seen 40% better utilization of branch staff, and is managing over 1.3 million appointments annually.
Currently using:
ORIENTAL BANK | ACTIVE CUSTOMER SINCE 2016
OFG Bancorp, founded in 1964, more commonly known as OFG or Oriental Bank, is a financial holding company located in San Juan, Puerto Rico. OFG offers a wide range of retail and commercial banking, lending and wealth management products, services and technology, primarily in Puerto Rico through its principal subsidiaries: Oriental Bank, Oriental Financial Services Corp., and Oriental Insurance, Inc. OFG Bancorp, one of Puerto Rico's top three banks, has $9.3 billion in assets (2019), and approximately 2,400 employees (2019).
Oriental Bank came to JRNI as part of an effort to optimize branches. In using JRNI Appointments, they've been able to reduce wait times for customers by more than 50%.
VISIONS FEDERAL CREDIT UNION | CUSTOMER SINCE 2021
In 1966, Visions was founded by eight IBM workers and 40 bucks. Today, it has grown to more than $5 billion in assets. Starting with a single branch and 800 members, the former IBM Endicott Employees Federal Credit Union has grown to more than 210,000 members served by more than 50 branches in three states.
When Visions first went live, their goal was 25 appointments in the first month. Within the first two month, 400 appointments had been scheduled without having marketed the solutions.