Case Studies

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ANZ Appointments App


Appointments, Banking, Case Studies, Corporate, Customer Service, Engagement, Financial Services, Homepage

Australia's major bank, ANZ, had a problem with effective appointment setting for customers at branch. In fact, approximately 7 out of 10 appointments are changed, and 2 out of 10 appointments are cancelled. In a world where the retail branch for banks are positioned more and more as a 'sales and relationships office', this is resulting in an under-utilisation of retail space and banker time.

At ECAL we created for ANZ a stand-alone tablet application, the ANZ Appointments App. This enabled customers to choose their product type, browse and select available appointment times, and have an appointment scheduled directly to their mobile calendar. Importantly, this appointment was also scheduled into the banker's personal calendar, so they were both dynamically connected.

The ANZ Banking Appointment includes timely reminders, meeting details and links to handy resources a customer may need for the meeting, such as an 'Application Form'.

Following a 10-week trial across four Tier 1 ANZ branches, the customer feedback was overwhelmingly positive. In fact, customers were surprised that such a function wasn't already available.

Critically, the ANZ Appointments App worked to reduce appointment 'no shows' to ZERO, delivering a huge efficiency and revenue potential uplift for the bank.

What's next? Some exciting developments await!


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