It is interesting to see how Banks including many of our clients are adopting not only new technologies but also lateral approaches to giving a good customer service. Having the right staff available to work with customers and giving a good or great customer experience at the end of the day, has always been seen as a differentiating factor of banks with branches. Santander's approach is interesting and it helps reduce the challenge when many banks have mobile mortgage advisers moving from branch to branch. It is a fairly simple solution, however very effective as the business uptime is a lot more efficient with this model. Ultimately more people can be seen with the same number of staff and help ensure overhead costs are kept down. It can also be described as a greener approach to a problem. It also allows more flexibility on where customers can be seen and hence increase customer choice.
Santander is the latest UK mortgage supplier to offer potential customers the opportunity to talk to an adviser via video link. After a successful trial of the video technology, the Spanish bank is rolling it out at 63 branches in the UK. Customers can use the system at a branch to speak to an adviser in a different location. The bank said that in the future it hoped to go further and enable customers to talk to advisers from their own homes. Santander said the service would complement its branch, online, telephone and intermediary channels. “If a customer prefers to speak to a mortgage adviser in person, they still can, as our advisers will continue to be available in branch,” said a statement from the bank.