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 How might we streamline the account opening process and enhance document quality to reduce wait times and errors, while maintaining excellent customer service, in order to improve operational efficiency and customer satisfaction at Merlion Bank?

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 How might we streamline the account opening process and enhance document quality to reduce wait times and errors, while maintaining excellent customer service, in order to improve operational efficiency and customer satisfaction at Merlion Bank?

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Make a cafe-style environment

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Automate document verification

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Create a play area to kill time

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Queue display board to advise estimated waiting time

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Queue display board to advise estimated waiting time

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Real time support through chat box or live chat

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Real time support through chat box or live chat

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Getting the bankers to educate customers while waiting

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Bank employee to give short entertainment

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Bank employee to give short entertainment

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Use Customer SingPass information for bank services

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Use Customer SingPass information for bank services

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Robo advisory service on investment while waiting for account openiing

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Robo advisory service on investment while waiting for account openiing

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Text message to phone on estimated waiting time for queue no

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Text message to phone on estimated waiting time for queue no

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Partner with Fintech companies to collaborate with customers to grow their wealth

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Partner with Fintech companies to collaborate with customers to grow their wealth

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Set up a front end counter to classify types of service needed

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Set up a front end counter to classify types of service needed

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Standby counter to open up when service time > KPI

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Standby counter to open up when service time > KPI

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Education area where new product are introduced.

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Recommend suitable investment products to the right customer (eg premium)

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Recommend suitable investment products to the right customer (eg premium)

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 Process - Bankers can chat with customers while waiting to get to know them and advise them on latest promotion or help them manage their savings

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 Process - Bankers can chat with customers while waiting to get to know them and advise them on latest promotion or help them manage their savings

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Simplify process of getting particulars of customers. Unified forms, templates, format and instructions

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Simplify process of getting particulars of customers. Unified forms, templates, format and instructions

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 cross sell insurance plans or investments

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 cross sell insurance plans or investments

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RPA to check all information collected from Customers' is complete and accurate and get customers to check before submitting to back end offices

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RPA to check all information collected from Customers' is complete and accurate and get customers to check before submitting to back end offices

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Account opening function be available online/website

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Account opening function be available online/website

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Bank employees  to assist customers to install banking app while waiting for account opening to be processed.

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Bank employees  to assist customers to install banking app while waiting for account opening to be processed.

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Play video on all Bank products available for Customers while waiting

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Play video on all Bank products available for Customers while waiting

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Read a book section for customer while waiting

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Employee empowerment & training (customer service, customer satisfaction), ownership

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Employee empowerment & training (customer service, customer satisfaction), ownership

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Fun corner where employee can tell jokes

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Bank to set guideline on time for closing each type of service

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Bank to set guideline on time for closing each type of service

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Create a virtual place where customers can play bank games

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Team Members: Ikmal, Yunos, Claire, Jessline, Seng Yip

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Team Members: Ikmal, Yunos, Claire, Jessline, Seng Yip