Multi-channel appointment booking service reduces waiting times and
improves customer experience for Cumberland Building Society members in
U.K.
LONDON--(BUSINESS WIRE)--Sep. 10, 2015--
NCR
Corporation (NYSE: NCR), the global leader in consumer transaction
technologies, announced today that Cumberland
Building Society has chosen NCR and technology partner Q-nomy
to deliver a multi-channel appointment booking service to its members in
bank branches across the U.K. and online. The multi-channel solution
supports Cumberland’s strategy of maintaining face-to-face branch
experience for its members, when they require it, by allowing consumers
to book appointments on the channel of their choice with an advisor at
the location and time that is most convenient for them. The objective is
to improve customer experience, thereby increasing member satisfaction
and loyalty.
NCR has partnered with Q-nomy to offer Q-Flow,
a multi-channel appointment booking service that covers the end-to-end
appointment booking journey and sales management process. The solution
offers multiple booking channels that will improve access to in-person
appointments for Cumberland members and prospects, and help the Society
capture leads more effectively.
“Our objective is to be the natural choice for banking services for
those who live in the communities we serve and put our members’
interests first,” said Gary Richardson, General Manager for IT at
Cumberland Building Society. “To achieve this, it is more important than
ever to balance new digital services along with our existing physical
banking channels, such as our branches, to provide a consistent,
seamless journey when people bank with us. The solution provided by NCR
and Q-nomy enables this by providing access to convenient banking tools
across multiple banking channels for our members and helping us to build
capability and agility into our business to address the digital world we
live in.”
Cumberland members will be able to book appointments by date and time
for various services offered by Cumberland Group companies. For example,
property valuations will be available for booking with Cumberland Estate
Agents. Cumberland will also be able reduce appointment no-shows and
abandonments by sending reminders to members across different channels
and Q-Flow will also allow Cumberland to increase the utilization and
efficiency of staff, rooms and resources.
"Blurring boundaries effectively between digital and physical banking
channels to provide great customer experience and drive loyalty is not
easy," said Rachel Nash, Director Financial Services at NCR U.K.
"However, Cumberland has a great track record as one of the U.K.’s most
innovative financial institutions, so the scope and value of this
project was not unexpected. Indeed, we expect the deployment to exceed
the expectations of the Society and increase member satisfaction and
loyalty, as predicted."
Q-nomy, an NCR technology partner, works with NCR’s financial services
division to deliver integrated software solutions to financial
institutions around the world. Q-nomy solutions integrate with NCR
branch transformation and CxBanking solutions to improve the customer
experience, drive loyalty and increase profitability for banks and
building societies.
“Of the many tools Q-nomy offers for optimizing the customer experience,
we have discovered appointment booking is the most effective in banks
and building societies,” said Simon Ronald, Managing Director of Qnomy
UK. “Our comprehensive appointment booking solution, which includes
smart resource scheduling, self-service online and mobile channels, and
full integration with the business IT systems, contributes not just to
efficiency but also to customer satisfaction, loyalty and eventually
profits. We have found NCR to be a great partner in delivering such
solutions.”
Q-Flow Appointment Booking System’s Customer facing interface can be
easily integrated with existing company websites. The design of the
appointment system is responsive and works on all devices and Internet
browsers, independent of the operating system platform. Cumberland
Building Society will have the further flexibility to configure
appointment types so that they can be switched on and off for any
particular branches, if required. This can be done very easily from
Q-Flow administration panel, which is easy to use and does not require
any technical knowledge or background.
About NCR Corporation
NCR Corporation (NYSE: NCR) is the global leader in consumer transaction
technologies, turning everyday interactions with businesses into
exceptional experiences. With its software, hardware, and portfolio of
services, NCR enables more than 550 million transactions daily across
retail, financial, travel, hospitality, telecom and technology, and
small business. NCR solutions run the everyday transactions that make
your life easier.
NCR is headquartered in Duluth, Georgia with over 30,000 employees and
does business in 180 countries. NCR is a trademark of NCR Corporation in
the United States and other countries.
Web site: www.ncr.com
Twitter:
@NCRCorporation
Facebook:
www.facebook.com/ncrcorp
LinkedIn:
www.linkedin.com/company/ncr-corporation
YouTube:
www.youtube.com/user/ncrcorporation
About Q-nomy
Since 2002, Q-nomy has been developing, selling and implementing
software solutions that help organizations optimize the customer
experience in their branches or stores. Q-nomy's vision is to make the
most of every customer visit: more sales, greater customer satisfaction,
better experience. http://www.qnomy.com
View source version on businesswire.com: http://www.businesswire.com/news/home/20150910005050/en/
Source: NCR Corporation
NCR Public Relations, Europe
Andy Phillips, +442077258248
andy.phillips@ncr.com