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Case Study - Heritage Bank

March 23, 2017

As part of a broader branch transformation strategy Heritage Bank,  Australia's largest customer-owned bank, enlisted the services of DAT Media to deploy a digital signage solution across their network of branches to enhance the customer experience and streamline marketing communications.

 

In addition to video walls and high-bright customer facing display screens Heritage Bank recognised an opportunity to engage customers, lower perceived wait times and add value to the in-branch experience with touch-screen kiosks.

 

The Challenge

 

With a focus on digital media, sustainability, convenience and ease-of-use the design of Heritage Bank’s transformed branches evolved to incorporate additional digital resources for customers. As such, the kiosks needed to provide users with an immersive experience enabling customers to easily access product information, email themselves soft-copy brochures, request a callback to make an appointment and to search branch BSB numbers.

The Solution

 

Working closely with the Heritage Bank marketing and IT teams, DAT Media developed a bespoke touch-screen application in accordance to a specific brief.

 

The app was developed on Google’s Chrome Operating System (Chrome OS) for use on the ultra-thin AOPEN 22” Commercial Chromebase all-in-one touch-screen display. The Commercial Chromebase is a solid-state device designed for commercial use and is extremely robust and secure, making it ideal for interactive kiosks in high traffic environments.

 

The second Heritage Bank branch to feature the touch-screen technology was Brisbane’s Garden City branch. As a a flagship digital branch Garden City is a great example of how DAT Media’s Chrome digital signage solution is helping to enhance the customer experience, leverage dynamic marketing communications and boost productivity using multiple displays:

 

 

Front Window

Facing into the shopping mall in the front window of the branch a well placed 65” commercial digital display panel engages shoppers, invites customers inside and highlights Heritage Bank's current promotions.

 

Branch Entry

Inside the branch multiple high-bright 49”commercial screens continue to connect with customers and profile helpful information for branch staff associates and consumers alike. In addition, two of these 49”screens are double sided and face outside to where shoppers use the parking pay station near the ATM.

 

Video Wall

As a standout feature in all new Heritage Bank branches a 2 x 2 video wall comprising four 55” commercial screens with extra fine bezels (edges) captivates branch visitors from behind behind the tellers. The landscape video walls features Heritage Bank's marketing team's latest digital video campaigns along with corporate branding and lifestyle images.

 

Touch Screen

The in-branch touch screen kiosk serves as a self-service tool for customers looking for something in particular. The touch-screen app enables customers use the Commercial Chromebase device to access and email themselves e-brochures for information about loans, credit cards, savings accounts, insurance and more. Other helpful uses include a BSB search tool and an appointment setting function. The device has also proved to be a valuable tool for branch associates to connect with customers and guide them through the best products and services according to their needs.

 

 

The Results

 

Powered by DAT Media and with all digital signage equipment running on the Chrome platform, Heritage Bank have established a reliable, secure, easy-to-use system to bring the in-branch digital experience to life. The Laqorr digital signage content management system allows control of content and devices from a cloud based dashboard to easily manage multiple screens & locations securely from the one portal.

 

As consumers continue to embrace technology and their digital media consumption habits evolve, DAT Media are helping Heritage Bank to innovate and connect with customers in new, relevant and contextual ways.

 

Next Article:  How digital signage is reinventing the in-branch experience

 

Testimonials:

 

"We are putting people first in the digital age by using digital signage and kiosks to connect with and engage our customers and to streamline Heritage Bank’s marketing communications. After trying DIY in-store digital and another digital signage company, we decided to partner with DAT Media and use their Laqorr content management system (CMS) on the Google Chrome platform. We find the system intuitive and easy-to-use and the Chrome platform provides reliable, secure and robust technology to future-proof our in-branch digital strategy".

Jane Calder - General Manager Marketing at Heritage Bank

 

"We have been working with DAT Media to support Heritage Bank’s digital transformation for over a year now. It is exciting to see how Chrome technology is providing Heritage Bank customers with a rich in-branch digital experience. DAT Media are great to work with and they treat the customer experience as their number one priority. We at Google are excited to continue this journey with Heritage and DAT Media".

Neal French - Asia Pacific & Japan lead - Chrome & Android for Work  

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