NATIONAL Commercial Bank (NCB) Jamaica Limited is set to roll out the pilot phase of its online appointment scheduling system to select branches by November 22, 2021.
After the successful completion of the pilot phase, it is expected to be implemented in all branches by early 2022. The system is one of the bank’s latest digital innovations aimed at improving the customer experience and make in-branch interactions more effective.
By booking appointments in advance using the online scheduler on the bank’s website, customers will be able to identify and select days and times that are convenient for them to visit branches to perform transactions requiring the assistance of a service representative. When they arrive, they will check in to the scheduler and be notified by SMS of their position in the virtual queue, as well as when it is their turn to be served.
“We will not stop trying to improve the time and effort customers put into their banking. Finding ways to alleviate pain points has led us to invest heavily in providing 24/7 options through our digital channels,” said Sheree Martin, Managing Director of Retail Banking and group customer experience.
“The experience of going to a branch to access certain services — finalizing the opening of an account and discussing a financial need such as a mortgage or a loan — must be facilitated. We want to plan ahead for our customers and adequately prepare to provide services that are not yet available digitally. Essentially, we want to improve the overall customer experience,” she said.
The bank, she added, also recognizes that customer wait times at branches have increased due to COVID-19 and physical distancing restrictions.
Martin said the system will help branch employees understand the services customers need before they even visit.
“The information will improve our teams’ ability to serve by helping customers prepare for everything they need to complete their transactions before they arrive at the branch,” Martin said.
The pilot phase of this initiative will begin in seven locations – Brown’s Town, Falmouth, Fairview, Linstead, Matilda’s Corner, Portmore and St Ann’s Bay.