Westpac New Zealand: An NCR Case Study

 

In January 2009, Westpac New Zealand set in motion a Retail Branch Distribution change program to drive future growth and increase customer value.

The project identified a strong correlation between the share of branches in a geographical area and the share of customers. While Westpac is well represented nationally, it needed more growth in Auckland to have a market share comparative with its size.

Network expansion was one of the main pillars of the multi-faceted program whose aims were to move decision making closer to the customer; bring back the traditional bank manager; ingrain a strong sales and service culture; simplify branch roles and processes; and put business banking specialists in local branches.