A new retail code for BNL, the Connecting Bank, characterized by innovative contents and services. The new banking service model offers to clients an assistance and an advisory support guarantying a customer experience through different levels.
New banking service model was introduced empowering the new branch format innovation and digital solutions and placing great attention on the quality of the relationship with the clients through: welcoming, informative, support, assistance, advisory.
Emphasis on the customer relationship has been introduced throughout the branch with different level of customer support. The educational corner offers clients training and education while in the operation area supported by the self-cashing machine clients can be assisted by a teller. Remote advisory with a product specialist can be accessed inside the Hi-room together with an advisor in branch offering smarter convenience.
Retail codes have been emphasized in the window, showcasing banking products with physical display enhancing cross selling and product promotions.
A new staff operational model has been designed, supported by new technological features that allow greater flexibility in the mobility within the branch. Staff can freely move in the open space and waiting area offering consultation and support to clients.
Tradition and modernity are harmonized in modern environment. The concept idea of connection has been translated into the new environmental branding from an element of the BNL brand, a swallow bird logo which expresses movement, evolution and connection which are translated into the modular furniture system. Consultation rooms have been decorated with iconic graphic of the new environmental branding while specialized consultation room have been placed with a polarized glass system offering high level of privacy.