UnionBank in Philippines sets up first digital branch with Appian tech
“The Ark is a modern experience for our clients within a traditional brick and mortar store,” says Anna Maria Aboitiz Delgado, head for consumer finance, chief customer experience officer and senior VP at UnionBank of the Philippines.
The bank partnered with Appian, through Appian’s regional reseller, Via Appia, to implement automated banking processes and applications on the Appian Cloud platform.
UnionBank says The Ark, whose name is questionable, will not have tellers and long queues, and is completely paperless.
Customers now go to one of the self-service iPad stands stationed around the bank, where they can type in their request, “significantly reducing time previously spent waiting in queues for service”, because we all know typing a request is a much quicker process than saying it out loud.
It might be that the branch reduces queue times due to the number of customers who walk away from the branch at the sight of an iPad.
Aboitiz Delgado adds: “The Ark provides them with the perfect mix of an efficient and time-saving digital method of completing their banking, while still offering the option of face-to-face interactions with our ambassadors.”
Then it isn’t fully digital, is it?
UnionBank anticipates opening additional digital branches throughout the Philippines during the next year.