Award-winning financial serivces firm make significant investment in a new format that combines digital and assisted-service technology with face to face expertise.
Cambridge Building Society were looking to invest and grow. In a competitive marketplace where more and more customers are moving to online banking, the company knew that staying relevant would be key to their continued success. They were not looking to go away from their core business which is mortgages and savings, but wanted to ensure that today’s customers could access their services in a way that suited them
Cambridge BS COO Andy Lucas explained “We want to be forward-looking. The underlying reason of why we exist is the same, but we want to stay relevant.”
We consulted at length with the team at Cambridge BS and recommended a combination of bespoke products to operate as the main focus for activity within the branches. Kicking off a three-year programme with a fully modernised test store in St Ives, the company has just launched their brand new flagship in Cambridge City Centre, featuring a range of our in-store technology, running our bespoke software solutions.
Initially staff and customers feared that technology would replace human interaction. With that in mind, we worked closely with the team to ensure technology was designed and installed in such a way that it improved and enhanced the experience rather than acting as a barrier. “Some of our highest customer experience scores have come back from the St Ives store,” explained Cambridge Building Society COO Andy Lucas, “Customers said it is a much better environment and they feel like they can engage more with the team.”
3 x niche mounted 43” digital screens
2 x high-bright 46” window screens
2 x 22” desk mounted self service kiosks with dual screens for training and interaction to preview content and products from the website.
1 x dual screen interactive wall mounted kiosk
Core and Connect for reporting and monitoring