With digitization and automated transactions, clients can expect faster transactions and still get that warm and personalized service they have been accustomed to through the Rizal Commercial Banking Corporation’s Branch of Today (BOT).
Since lockdowns took effect in March, the Yuchengco-led commercial bank has seen a surge in digital transactions as the banking public turned to digital due to restrictions imposed by the community quarantine conditions.
But some people still seek physical services for certain banking transactions such as physical cash deposits, updating of passbooks and the face-to-face meeting with branch managers.
The Branch of Today (BOT), an RCBC Enterprise project spearheaded by its IT and Operations Group and supported by the Retail Banking Group, ushers in that digital shift for banking services in all branches, the middle ground between physical and digital services.
RCBC’s IT and Operations Group Head and Sr. Executive Vice-President Dennis Bancod said the BOT employs a state-of-the-art integrated banking model by reengineering processes by adopting the latest technology and reconfiguring the branch layout to enhance overall customer experience.
In BOT, transactions are self-service where clients encode details into a mobile service portal which integrates seamlessly into the core system.
With the use of Robotic Process Automation (RPA) and Application Program Interface (API), backend processes such as account opening have been greatly reduced by 40 percent in terms of turnaround time. The information based on data allows the system to run the risk score and flag those that require escalation for immediate action.
Bancod added that BOT’s design underscores overall customer experience and journey through a customized approach, depending on the client’s needs. This approach is complemented by the Bank’s Signature Moves which is a flagship customer service interaction model to ensure consistent servicing across all branches.
RCBC is expected to convert more branches to BOT within the year.
Since the start of the pandemic, the RCBC has implemented strict health and safety measures for both clients and employees. Aside from the mandatory measures such as temperature scans and social distancing, the bank has also created an online health checklist that is accessible on its website for clients to accomplish before they do their transactions in physical branches.