Omni-channel and Branch Transformation

Transform your branches and reduce effort turnaround time by more than 30%


Despite high usage rates for internet and mobile channels, the World Retail Banking Report 2016 found that customers still derive value from branches with 13% using branches weekly. At 7.2 percentage points, branches experienced the largest increase in positive experience across any channel putting it at 61%. This underscores the fundamental role the branch continues to play in customer experience.

To deliver top-class services to customers, banks must transform front office and frontline operations

Capgemini’s strategy for branches focuses on four key areas: data; governance, risk and compliance; verification and validation; and digital. Our Intelligent Host for Omnichannel Service Transformation (IHOST) solution framework for front office transformation helps bank branches track customers, remind them of pending requests, prepare for customer visits, and reduce effort turnaround time by more than 30%. From home or on the go, customers can initiate transactions, open accounts, view and track personal finances, plan for future goals and initiate banking requests. IHOST can help you engage with your customers effectively while reducing cost.

The IHOST solution helps banks connect with customers across five dimensions:

  • On the go: Electronic forms, remote transaction requests, social media interactions, goal tracking, personal finance management
  • On the premises: Interactive digital signage, text-to-voice
  • Branch support: Prepopulate requests, eSignature, context-aware intelligence, priority banking
  • Meet the customer: Personalized offers, context-aware intelligence, cross-sell opportunities
  • Kiosk: Book time, electronic forms, transaction requests, self-service

Omnichannel results

We bring responsive delivery models, next-generation capabilities for mobile solutions, and deep domain knowledge backed by outcomes-based validation model to the IHOST solution. Capgemini has dedicated specialists for retail and commercial banking, payments and cash management, residential mortgage, wealth management, governance, risk and compliance. IHOST helps banks reduce effort turnaround time by over 30% while seamlessly integrating the customer’s experience at the branch with activities across all channels.

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