Hang Seng bank is introducing an e-ticketing service to cut the queues at its branch outlets in Hong Kong.
Customers who don’t want to wait in line can download an e-ticket for counter service via the bank’s mobile app. The app will show their ticket number as well as the ticket currently being served.
If customers have registered their mobile phone number, they can receive SMS notifications to alert them when they are close to being served.
The service has been introduced as part of a new branch model undergoing testing at Hong Kong’s Polytechnic University. Alongside the usual modern trimmings, the branch features a Digital Services Bar modeled on Apple’s Genius Bar from which the bank’s ‘Digital Advocates’ are on hand to offer support and advice on the full range of online and mobile services.
Margaret Kwan, executive director and head of retail banking and wealth management at Hang Seng, says: “While we have strengthened our digital banking capabilities, our extensive branch network remains equally important in our multi-channel strategy for delivering customer-centric service excellence. By leveraging technology and integrating innovative digital elements into the branch experience, we are uplifting our overall proposition, making banking even easier, faster and more convenient for customers.”
The PolyU model will be implemented at Hang Seng’s four other university branches in the coming two years, after which digital service elements will be gradually rolled out to other service outlets.
The e-Ticketing element is being fast-tracked across the branch network and will be implemented at eight more branches by the end of this year.