Family tree by Wizar Rior

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?

wizarrior — 2024-01-19 02:33:45 UTC

Place

wizarrior — 2024-01-19 02:33:56 UTC

Product

wizarrior — 2024-01-19 02:34:16 UTC

Process

wizarrior — 2024-01-19 02:34:30 UTC

People

wizarrior — 2024-01-19 02:34:43 UTC

wizarrior — 2024-01-19 02:45:00 UTC

Make a cafe-style environment

wizarrior — 2024-01-19 02:45:52 UTC

Automate document verification

wizarrior — 2024-01-19 02:46:57 UTC

Create a play area to kill time

Self-help service kiosk

mjg0681 — 2024-01-19 02:50:09 UTC

Queue display board to advise estimated waiting time

mjg0681 — 2024-01-19 02:51:18 UTC

Real time support through chat box or live chat

jesslinetan631 — 2024-01-19 02:51:46 UTC

wizarrior — 2024-01-19 02:52:24 UTC

Getting the bankers to educate customers while waiting

Bank employee to give short entertainment

mjg0681 — 2024-01-19 02:52:31 UTC

Use Customer SingPass information for bank services

yunos61616 — 2024-01-19 02:52:54 UTC

Robo advisory service on investment while waiting for account openiing

mjg0681 — 2024-01-19 02:53:29 UTC

Text message to phone on estimated waiting time for queue no

mjg0681 — 2024-01-19 02:54:29 UTC

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

jesslinetan631 — 2024-01-19 02:54:58 UTC

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

mjg0681 — 2024-01-19 02:56:03 UTC

Getting customers information online

yunos61616 — 2024-01-19 02:56:45 UTC

Standby counter to open up when service time > KPI

mjg0681 — 2024-01-19 02:56:57 UTC

Online/mobile payment

jesslinetan631 — 2024-01-19 02:57:15 UTC

wizarrior — 2024-01-19 02:57:42 UTC

Education area where new product are introduced.

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

yunos61616 — 2024-01-19 02:57:43 UTC

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

jesslinetan631 — 2024-01-19 02:57:53 UTC

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

mjg0681 — 2024-01-19 02:58:40 UTC

cross sell insurance plans or investments

jesslinetan631 — 2024-01-19 02:59:04 UTC

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

jesslinetan631 — 2024-01-19 02:59:25 UTC

Account opening function be available online/website

mjg0681 — 2024-01-19 02:59:27 UTC

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

jesslinetan631 — 2024-01-19 03:00:03 UTC

Play video on all Bank products available for Customers while waiting

yunos61616 — 2024-01-19 03:00:25 UTC

Provide free gifts to new account

yunos61616 — 2024-01-19 03:01:50 UTC

wizarrior — 2024-01-19 03:03:25 UTC

Read a book section for customer while waiting

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

jesslinetan631 — 2024-01-19 03:03:53 UTC

wizarrior — 2024-01-19 03:04:33 UTC

Fun corner where employee can tell jokes

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

mjg0681 — 2024-01-19 03:12:37 UTC

wizarrior — 2024-01-19 03:14:54 UTC

Create a virtual place where customers can play bank games

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

mjg0681 — 2024-01-19 03:17:36 UTC

mjg0681 — 2024-01-19 04:12:43 UTC