LONDON--(BUSINESS WIRE)--Dec. 7, 2016--
NCR Corporation (NYSE: NCR), a global leader in omni-channel solutions,
today announced it is continuing to support Cumberland Building
Society’s digital strategy with the launch of Cumberland’s new online
appointment booking service, powered by Q-Flow enterprise software
solution, which was delivered through NCR’s strategic partnership with
Q-nomy.
The new system is part of Cumberland’s wider omni-channel strategy,
integrating the diaries of the society’s branch advisors with multiple
customer appointment booking touchpoints. This new booking system
enables customers and potential customers to schedule branch or
telephone appointments for any type of product, such as mortgage,
current account or savings, directly from a mobile, tablet or PC. The
system provides customers with available appointments at a range of
branches. While customers benefit from this visibility, it also
optimises the branch team’s daily activity, leading to enhanced
productivity.
“Online appointment booking is a key step in our digital strategy,” said
Chris McDonald, Cumberland Building Society’s Operations and HR
Director, comments. “With an increasing number of customers beginning
their search on-line, and at a time which suits them, it is important
that those customers are able to move seamlessly from a digital to a
non-digital environment. Why should you have to wait until 8am the
following morning to book an appointment or request a telephone
interview? The new system is incredibly easy to use and it is already
showing major impacts in terms of our customer experience and
appointment requests.”
The Q-Flow system went live in September 2016, replacing a system of
manual appointment bookings that was only accessible until 8pm on
weekdays and 4pm on weekends. During the system’s first month, a third
of appointments were booked outside of its branch and contact team
opening hours. 80 percent of these bookings have been for mortgage
enquiries.
The Q-Flow system also allows customers to request valuation
appointments through Cumberland Estate Agents and uses a geo-locator
facility to optimise the travelling time between appointments.
“Financial institutions today face the challenge of improving the
customer journey while at the same time optimising operational
efficiencies and business process,” said Simon Ronald, Vice President
Global Business Development at Q-nomy Inc. “Together with NCR we combine
our strengths to enable customers to deliver a true omni-channel
experience where customer and the organization are always in sync. This
omni-channel vision has proved a valuable element of Cumberland’s
transformation strategy.”
Q-nomy works with NCR to deliver integrated software solutions to
financial institutions around the world. Q-nomy’s solutions integrate
with NCR’s branch transformation and CxBanking solutions to improve the
customer experience and increase profitability for banks and building
societies like the Cumberland.
Rachel Nash, Director Financial Services at NCR Ltd in the UK,
concludes, “For Cumberland, this is a major step into omni-channel
banking and transforming the society’s customer experience. It is,
however, just the beginning of the potential advantages that digital
transformation can bring. This can range from adding telepresence to
enabling complete meetings to be arranged and performed remotely, to
document scanning that can further expand the possible pre-staging that
can be done without a physical meeting. Cumberland’s own digital
transformation will be exciting to see, and we look forward to helping
to support it on every step of the journey.”
About NCR Corporation
NCR Corporation (NYSE: NCR) is a leader in omni-channel solutions,
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 sites: www.ncr.com
Twitter: @NCRCorporation
Facebook: www.facebook.com/ncrcorp
LinkedIn: www.linkedin.com/company/ncr-corporation
YouTube: www.youtube.com/user/ncrcorporation
View source version on businesswire.com: http://www.businesswire.com/news/home/20161207005077/en/
Source: NCR Corporation
NCR Corporation
Ortrud Wenzel, +49 821 405 8191
ortrud.wenzel@ncr.com