Digital to Branch

Physical bank branches aren’t going away. In fact, they remain integral to the banking experience. But their purpose has greatly evolved from that of previous decades. In the past, branch proximity was the key driver for customer acquisition. Today, routine tasks are taken care of digitally, meaning community sponsorships, paid media, and digital reach are often more successful at building awareness.  

Still, complex sales and servicing are largely done in person. Banks must consider the branch’s role in their organization and how they can develop a branch operating model that uses this resource to better serve its communities.  

Results You Can Expect

• Define the branch roles that best serve your business and communities 

• Optimize physical footprint and restructure branch operations to improve customer satisfaction and reduce costs 

• Develop a digital strategy that integrates organization-wide technology, removing disparate systems and experiences and allowing better use of data insights

What We Offer 

No part of your organization is an island. We offer a solution to bridge digital and branch transformation that considers all the moving parts of your financial institution—including strategy, organization, process, and technology. How can we help you develop an integrated strategy? 

Defining the roles your branches play.

Branches can still make a meaningful impact on your target market. We look at possible roles ranging from engagement and education to complex servicing and planning, and help you align locations and market needs with strategic outcomes. This approach ensures that a branch’s purpose fits the community’s needs and contributes to your financial institution’s overarching goals.

Redefining the branch operating model.

After defining what your branch roles look like, we then assess your branch operating model. The goal is to align operating models with the purpose, location, and target size of updated branches, as traditional models may not serve your bank or the community correctly. For example, in an area that needs a transactional branch, compact infrastructure or co-tenancy can help you reduce costs and offer more locations.

Transforming your branch holistically.

The problem with modern branch transformation is that many financial institutions plan with a physical architecture mindset. We include branch transformation in the digital strategy and execution from the start—fostering connected systems and the ability for branches to integrate insights from digital channels. We also tailor our branch transformation offering to your business—including your current footprint, customers, and investments.