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DBS Bank transforms customer experience with tech

The Singapore bank's latest branch taps technology to improve customer service, providing a more interactive and intuitive experience, say DBS execs.
By Ellyne Phneah, Journalist on
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1 of 10 Ellyne Phneah/ZDNet

DBS Bank's new flagship branch at Singapore's Marina Bay Financial Center Tower 3 aims to give its customers an interactive and intuitive experience by improving efficiencies in customer service and banking through the use of technology.

ZDNet Asia visits the new headquarters during its official launch here Wednesday, and spotlights some of the new consumer banking technologies on showcase.

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2 of 10 Ellyne Phneah/ZDNet

An interactive wall greets visitors at the entrance of the branch. The installation, carried out by technology vendor MicroTile, is the first of its kind in Asia, according to DBS. It interacts with customers through motion, enabling them to gain insights on the Asian banking industry, or access information about promotions and other offerings from the bank.

 

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3 of 10 Ellyne Phneah/ZDNet

QR codes on the same interactive screen gives customers discounts to food and beverage places within Marina Bay Financial Center, after they scan the codes with their smartphones.

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4 of 10 Ellyne Phneah/ZDNet

The installation also features artificial intelligence (AI) technology, named "New Asia", which model is based on a current employee from the bank's management associate program. She will introduce features and promotions available from the bank through motion technology, as well as provide insights on the Asian banking and finance scene. 

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5 of 10 Ellyne Phneah/ZDNet

While waiting for their number to be called, customers can get a queue number and pre-complete electronic forms on touchpads located at the branch.

DBS officials say this is designed to help save time while queuing for banking services, as well as reduce paper usage because forms are filled up digitally and sent to customer service staff who will attend to them when available.

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6 of 10 Ellyne Phneah/ZDNet

While waiting for their queue number to be called, customers can also use Apple iPads docked on the side of seats located in the waiting area. The iPads are pre-installed with information on DBS services so customers can explore the bank's mobile apps such as DBS Shopper, or conduct transactions via the DBS Internet Banking app.

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7 of 10 Ellyne Phneah/ZDNet

The new branch also features "consultation pods" where bankers provide cash transaction services to customers. There are also DBS Teller Assist Units installed within the pod, which count money and enable tellers to provide the denomination customers want when withdrawing money. 

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8 of 10 Ellyne Phneah/ZDNet

DBS bankers key in the amount requested by customers on the DBS Teller Assist Unit, installed within the consultation pod. The machine automatically calculates the withdrawal amount according to the customer's request, and configures the information into an ejected catridge which is then placed into ATM machines located outside the branch to withdraw the amount they want. 

According to DBS, this reduces transaction time customers experience during personal banking, and also improves staff productivity.

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9 of 10 Ellyne Phneah/ZDNet

The new branch also features a Cash Bag Deposit Machine designed to serve the bank's small and midsize business (SMB) customers, enabling them to deposit cash quickly instead of having to spend time queuing at counters to deposit their daily takings.

According to DBS CEO Piyush Gupta who was speaking to local media at the launch, the bank is planning to obtain a patent for the system, which he said was the first of its kind in the world. 

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10 of 10 Ellyne Phneah/ZDNet

The bank's social hub, located on a separate floor, is designed to enable its employees to interact in a relaxing atmosphere.

A Starbucks coffee outlet is situated in the hub, serving especially DBS employees who can order and pay for their coffee using the recently-launched nationwide near-field communications (NFC) technology enabled by DBS, EZ-Link and StarHub.

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