NCR CORONAVIRUS RESPONSE RESOURCES

Promoting digital banking to customers when physical interactions are limited

Published March 31, 2020

As banks and credit unions are limiting person-to-person contact by restricting hours of operation, taking appointments only or temporarily closing locations altogether, some customers aren’t sure how to handle transactions without access to a physical branch.

Most financial institutions have detailed resources in place to educate customers on how to use digital and self-service channels. Be proactive in your outreach to these customers to help them get started immediately and help your bank or credit union maintain goodwill.

 

Encourage adoption and use of digital channels

  • Remind customers to sign up for your mobile app. Consumers can do much of their routine banking on mobile - probably more than they realize - so they don’t need to go to the branch
  • Update information in your existing communication and signage to let customers know how they can accomplish what is normally done at a branch, at home. Highlight transactions they may not have realized they can do on mobile.

 

Encourage best practices for your ATM environment

  • Display signage near ATMs, on ATM screens and near branch entries that reminds customers of your digital channels, their capabilities and how to get started.

  • Identify and promote the locations of your drive-thru lanes and ATMs online, even in-wall ATMs outside of your branch.

  • Show customers safety and sanitation are top of mind by using colored floor markers or signs in six-foot increments so customers know where to safely stand at the ATM or branch counter. Also display any ATM/branch cleaning processes and provide hand sanitizer where appropriate.

 

In times of uncertainty, NCR is ready to help

This is a complex and fast-changing series of events. We’re here to help make it simpler. NCR is committed to helping banks and credit unions of all sizes navigate the many challenges of the COVID-19 outbreak. For more information please contact NCR.

Our banking solutions experts are in the trenches with our customers, working hard to help provide guidance, solutions and recommendations. Visit us online at NCR.com/banking and see other COVID-19 resources at NCR.com/coronavirus.

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Gartner Report: Key Design Principles and Building Blocks for a Robust Digital Banking Platform.

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