Emirates NBD digitises branches

Emirates NBD digitises branches

Emirates NBD has launched Cockpit Application, an intelligent new CRM solution for branches. The bank has also introduced biometric digital signatures and straight-through processing (STP) of digital forms.

The new solution connects 14 different systems within the group and provides a single entry point, giving the branch staff a 360-degree view on a customer’s profile including segment, product holdings, personal details, next best offers and other data-driven insights. It identifies KYC issues, service requests, complaints, service subscriptions, and other information on a single dashboard.

All these features help automate service requests through front-line staff at the branch, which the bank hopes will help avoid manual paperwork and save millions in recurring costs every year.

Emirates NBD has also issued special tablets that accept high-precision biometric digital signatures to facilitate instant digital transactions. Customers are identified through their Emirates Identity Authority Cards (EIDA), and branch staff can update customers’ personal details using the tablet, seamlessly and instantly.

Suvo Sarkar, the bank’s senior executive vice-president and group head, retail banking and wealth management, says Emirates NBD is committed to be the first to offer its customers “the most advanced retail banking solutions” and has “leveraged digital innovation to create a superior branch experience”.

He adds: “We expect this transformation to result in much shorter queues and faster transaction times, and an environmentally-friendly branch model, that will garner a highly favourable response from our customers.”

At present, 15 branches in the UAE have been equipped with these capabilities for select transactions.

The initiative is part of the Emirates NBD’s AED 500 million ($136.1 million) investment towards digital innovation and multichannel transformation of its processes, products and services.

In June last year, Emirates NBD announced the creation of UAE’s first digital bank for millennials (which has recently opened for business).

In August, it launched mobile contactless payment solutions, and in September, it unveiled its innovation lab to speed up the development of digital and mobile banking services in the UAE.

By Soumik Roy, editorial contributor to Banking Technology