All blog articles
Banks
Omni-Channel

Post-COVID Banking – Evolution or Revolution?

January 5, 2022

Have you noticed that since COVID, more bank branches are closing? In the ones that are still open, it takes forever to get an appointment or reach a representative. Eventually, you find yourself waiting all day just to straighten out a few things, but why?

Part of the reason is that post COVID, banks face the same challenges as other organizations – staffing concerns, determining “new normal” customer needs, and finding digital solutions that work across multiple audiences.  

Banks identified serious concerns if they changed direction too quickly and didn’t find solutions that work for the wide range of bank and customer needs. By limiting the physical presence of convenient locations, banks jeopardize their community value, including:

  1. Reduced access and less personalized attention, which in fact may put the bank at risk of losing their elderly clients – in many cases, seniors are the ones who hold the most money at local banks
  2. Decreased trust within the community since bank customers lose the personal interaction with their favorite bank representative to welcome and help them
  3. Loss of trusted and long-serving employees, which is a result of bank consolidations or closings

Some banks initially considered a strictly digital approach but found they lost popularity and risked losing customers because local marketing and advertising support was hindered by fewer eyes actually seeing those cool signs, banners, and enticing offers.

Banks are rethinking a strictly digital approach. We agree, and I’m sure in retrospect, banks would like to take a step back, too, and more easily find comprehensive solutions that work for their customers.

Finding optimal solutions is very difficult – finding a sustainable hybrid banking solution is like finding a needle in a haystack. But if banks aren’t careful, it could cause more harm than good.

Now here’s where Q-nomy steps in. We don’t want to say goodbye to our favorite bankers. Instead, we want people to keep feeling special by working with the professionals they know and trust, whichever branch they decide to go to, even if they can’t get there physically.

Wait, what? How?

Imagine you’re a student applying for a loan, a couple applying for a mortgage, an elderly person having trouble getting to your branch, or even a teenager sitting next to your parent and asking for them to transfer over some money to you so that you can buy something. The banker you know, love, and trust can be right there assisting you in the comfort of your own home.

One man said it best:

“It's not a faith in technology. It's faith in people.”
Steve Jobs, Co-founder of Apple.

Enter generation 1.5, the perfect balance of people and technology. Among the cornucopia of banking solutions Q-nomy has developed, we connect the branches to digital channels in such a way that a branch employee is taking care of both walk-ins from the community and digital customers. We connect local bank representatives to the digital service network to expand their customer reach. When it comes to service and efficiency, nobody optimizes customer journeys better than Q-nomy.

As you will see in this video, the local banker seamlessly handles both walk-in appointments and customers entering the bank digitally via video. This is just one of many scenarios Q-nomy supports at bank branches to improve customer flow – and satisfaction.

Furthermore, we provide robust back-end solutions that keep efficient and effective processes top of mind, including planning, marketing, and connectivity to banks’ legacy systems.

Talk to our Q-nomy team to find out how we can help you determine the most powerful banking solutions for your needs.

You may like these articles too

November 29, 2023
Banks
Customer Experience
Customer Journey
Queue Management

Revolutionizing Credit Unions: Accelerating Digital Transformation with a Human Touch

Explore the untapped potential for Credit Unions in the digital age. Learn how closing the gap in advanced banking products presents a unique opportunity to scale services through digital channels.
May 15, 2023
Customer Experience
Omni-Channel

Elevate Your Retail Experience: Say Hello to Video Calls on Your Website

Providing exceptional customer experience is paramount to success. Our latest innovation, embedded video calls, revolutionizes customer engagement by seamlessly integrating video calls into your website, unlocking a range of powerful advantages for retailers.
April 10, 2023
Customer Experience
Omni-Channel
SaaS

Revolutionizing Small Clinic Operations with Cubu by Q-nomy

At Q-nomy, we've been helping large medical centers manage patient flow, appointments, and interactions for over 20 years. But what if you're a small clinic with a limited budget and resources? That's where Cubu comes in.
August 18, 2022
Omni-Channel
Q-App

Virtual Lobby 2.1 Is More Than Just Another Release

The word "Queue" may seem like it's just the letter "Q" followed by four silent letters, but in reality, they're just waiting for their turn.
June 13, 2022
Banks
Customer Journey
Government
Mobile App
Omni-Channel

The Customer Journey Hub: Q-Flow Virtual Lobby

Have you ever waited to get serviced at a bank, government office, or another service center where you take a number only to think, “why can’t this be done on
February 17, 2022
Omni-Channel

How To Maximize Revenues With A Safer Shopping Experience

If there is anything we have learned since the whole Covid saga began, it’s that both consumers and retailers need to make changes in the way they function, to
March 11, 2021
Government
Omni-Channel

The keys to accomplishing effective & efficient government service centre visitor interactions through digital solutions

Managing your customer volumes and requests can be challenging at the best of times. Now you are faced with social distancing and capacity restrictions but still need to meet your communities’ service needs. New platforms and ways to interact with citizens need to be developed and deployed: a digital omni-service approach to delivering government services.
March 2, 2021
Appointment Scheduling
Business Process Management
Government
Omni-Channel

The Long Term Impact of Covid-19 on Government Service Delivery

Covid-19 has changed the way government provides service to the population, forcing agencies and municipalities to quickly develop processes and technologies that enabled service delivery despite the limitations of social distancing. The big question here is, which of these new processes and technologies would remain in service after the pandemic is over? and what will be their long-term effect?
January 4, 2021
Banks
Customer Experience
Omni-Channel
Telecom

What is Omni-Service?

A lot has been discussed about an omnichannel service strategy, which organizations should adopt for seamless sales and services experience. Omni-Service is a strategy focusing on human interaction thru various digital channels enabling the service agent, salesperson, and managers, to deliver outstanding customer experience in a straightforward way.

We help streamline your physical & digital customer journey

Request a demo
Request Demo