Appointment Booking software for Bank Branch Transformations

Appointment Booking software for Bank Branch Transformations

Physiotherapist appointments, car servicing, fitness classes, tax returns, And, more recently, booking bank branch visits.

As consumers manage more of their lives online, banks, slowly but surely, are updating their websites to make banking fit in with a digital lifestyle. In one new trend, they're letting customers schedule in-branch appointments online using mobile device, tablets and PC’s.

Bookitlive's online appointment booking software is currently being used for a banking trial for booking appointments at Bank branches. The online software lets people pick the branch location, service expert and schedule a confirmed appointment time. This will help branch personnel avoid missed business connections and consumers escape long lobby wait times. The software will eventually affect the way the bank staffs personnel communicate with their customers regarding scheduling appointments.

Small businesses have been leading the charge into online appointments with health based businesses taking online appointment booking since 2008. Most financial institutions, however, have yet to integrate such software into their business model.

That will change.

Banks are being pressured to rethink their channel delivery strategy as branches continue to lose volume and customers move online to interact with the bank — and whether they abandon the a bank's site to apply for a mortgage or loan at a competitor .

The appointment booking software not only helps managers determine the right level of staffing but also creates an opportunity for the employee to prepare for the customer who gets his needs met at a convenient time.

The appointment booking software opens a number of possibilities for bankers in how they serve customers and when to do so. The software could eventually show Bank branches when it needs to staff up specific specialists at a certain time of day so that a mortgage expert is not just waiting to see if someone shows up.  It allows them to know when customers want to be in branches.

The online appointment booking software will also smooth phone-based interactions. "Nobody wants to go through the IVR hold and then find someone who can't help you.

And ideally, a bank's varied channels would work in harmony so that if a person calls up the bank, the agent could book the appointment on behalf of the customer, should he wish.

Bookitlive makes the appointment booking capability available online by integrating the booking software into the Banks website.

If you're interested in testing out bookitlive contact us via our website or book an appointment online.

By David Godbold - Online Booking Specialist  at bookitlive

 UPDATE:

I thought I would add an update of my recent experience in making an appointment booking to see my local branch Personnel Banker to highlight the inefficiencies with their existing processes.

Here is the scenario: I had recently paid off a loan and wanted to talk with a Personnel Banker about my options to refinance.

I searched the banks website to find the contact details for my local branch. The only way to contact them was by email.

I sent an email to the address asking for an appointment time to see a personnel banker.

A few hours later I received an email asking what time could I come in.

I responded with two times of two different days.

I did not get any response for a week. Both days I had asked for had passed.

I send another email asking if I could come in tomorrow at 10:30am.

I received a response saying that was OK.

On arrival I asked to to see the person who responded to my email and was told I needed to see someone else as they were busy.

That Banker was already serving someone else so I had to wait 20 minutes for her to finish. 

How would you rate the customer service?