An interactive digital signage solution to improve the customer experience in bank branches

The Axa Isabelle Darmau Banking Agency — Toulouse

As part of the reorganization of the agency, the reception area was the subject of a reflection around the concept of “customer experience”. In addition to creating a friendly and modern space, the objective was to find a solution to welcome, inform and reduce the perception of waiting times. Digital signage was chosen to create more interactivity with policyholders while delivering useful messages.

A dynamic solution adapted to the needs of the agency

Two client constraints for display:

1. Interactivity: Research of a solution without a touch terminal which would not have been adapted for the use of the agency.
2. Real-time broadcasting: Users should be able to choose what content to broadcast instantly.

Cenareo's response:

1. La provision of a tablet as well as the possibility for customers to access thecontrol interface directly from their phone.
2. Use of “remote control” mode of the Cenareo solution that allows a instant broadcast when triggered.

The dynamic screen, a tailor-made information tool In a waiting situation, the insured receives the information offered by the head office, on the screen installed in the reception area. Thanks to a tablet made available to him, he can also control the screen and broadcast one of the media offered by the agency. Thus, he can independently find out about Axa offers. He is more receptive to the message (53% * more important memorization of a message via digital signage) .The solution allows the agency to offer corporate content created by the group, of deliver content across its entire offer. It also allows present content specific to the agency to best reach its target.“We have seen a better understanding of the offers among policyholders who have manipulated the solution. The insured takes the time to analyze the offer, to choose what interests him, he becomes more prescriptive but is also more familiar with the brand. For employees, it is a real sales support tool.” Isabelle Darmau, general agent Axa→ The benefits of digital communication for banking institutions.Above all, dynamic signage allows, during peak hours, reducing the feeling of waiting. By taking control of the screen, policyholders are more engaged with content and are therefore more receptive to messages.The agency has a positive brand image, offers a better customer experience and, by analyzing the most triggered content, improves its communication. Indeed, the solution's analysis tools make it possible to precisely monitor the impact of their broadcasts and the expectations of policyholders and therefore to improve communication in real time.

Cenareo offers an intuitive, scalable Saas solution and perfectly adapted to the needs of communication professionals in all sectors of activity: Points of sale, Internal communication, Hotels and restaurants but also DOOH.