INDUSTRY INSIGHT
Customer waiting time that works for you Educating, informing and entertaining your customers as they wait for their bank appointment is an innovative customer-retention technique, says Steve Kartonchik
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ow many times have customers been overheard sighing, fidgeting or muttering under their breath in the teller line, only to leave in frustration? Once is too many. With today’s trends toward customer self-service and corporate right-sizing, leveraging any opportunity to educate and up/cross-sell to existing clients or to engage a new customer in innovative ways is crucial. Fundamental to success in the fi nancial sector is the flexibility to match your marketing messages to your client’s unique fi nancial and lifestyle needs. Today’s volatile economy demands the ability to react to rate and product changes quickly and efficiently. Successful companies nurture positive customer experiences which promote lasting relationships. ADFLOW Networks can enable you to do just that by delivering dynamic content to digital screens and interactive self-assist stations using a patented and powerful webbased platform that is secure, inexpensive, highly scalable, fast and easy to deploy. The Polish & Slavic Federal Credit Union (PSFCU) has strived to offer the highest level of customer service to its expanding member base. Propelled by this commitment and its desire to be an industry leader, PSFCU partnered with ADFLOW to integrate a digital marketing network into its branches. Its network informs customers of the many products, rates and services that PSFCU offers. Screens are positioned strategically in the branches with content alternating between Polish language TV, brand and product awareness and current rate information for various services. Results illustrate a decrease in perceived wait times and increased revenues, in turn improving the overall impression made upon clients. PSFCU has recently expanded its digital network to Polish grocery stores, allowing PSFCU to spread its message to potential customers outside of its walls. Similarly the Alberta Motor Association, a membership organization with over 885,000 members and an affiliate of the AAA, embarked on a branch renewal program that utilizes ADFLOW’s DMS™ (Digital Messaging System™) for its Digital Marketing Network across the province. Like PSFCU, its members’ needs have always been at the forefront of their activities. AMA provides an extensive and superior range of products and services including travel insurance, registries and mortgages and promotes quality service, safety and protection for its members.
The goal of digital signage for AMA was to create a retail environment focused on member experiences and to create a heightened awareness of AMA products, services and commitment to the community. The Digital Marketing Network succeeded with the placement of 42” and 52” integrated high defi nition LCD displays in each department to promote central or regional events and showcase the services offered by each AMA department. Kendall Barber, Marketing Account Manager for AMA and project lead, has spoken enthusiastically about the product, stating: “Th is note is to express my utmost satisfaction to date with the ADFLOW team. Admittedly, I was extremely nervous about the tight timelines of the pilot. Now, I am thrilled to have all nine pilot displays mounted and displaying content. The displays have received tremendous feedback from all levels of the organization, from vice presidents to regional managers to frontline employees. “The communication by ADFLOW has been most outstanding. The entire team has been responsive and action-oriented with excellent follow through. It has been such a pleasure to work with your team.” AMA has recently expanded its Network to multiple branches across Alberta. ADFLOW solutions deliver unique, targeted content to customers across your branch network from one central control point, providing your organization with a key competitive advantage. Make the waiting line work for you by giving your customers something informative to watch on a big screen, rather than staring at their watches.
Steven Kartonchik has more than 25 years in the software solutions sector. He has played key roles in sales management with leaders like Comshare and Cognos and most recently ADFLOW Networks. His team’s ability to translate technology into business value has helped ADFLOW Networks achieve rapid growth and high levels of customer satisfaction.
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