KBC reveals plans for unmanned branches

Belgium’s KBC bank has announced plans to convert 66 of its Flanders-based locations into unmanned branches where customers can complete banking transactions at self-service terminals.

Forming part of the bank’s omnichannel strategy, the changes will also see eight existing branches close and fully merge with another nearby branch, while the number of existing full-service branches that are open for longer will be doubled to 145 – spread evenly across all provinces.

The bank recognised that an increasing number of customers were using digital channels to communicate with it, reflected in more contact being made using the KBC Live service, greater use of KBC Touch and KBC Mobile, and a decline in the number of off-the-street visits to branches.

Last year, 130,000 additional customers began using one of the KBC digital channels. At the start of February this year, more than 1.1 million customers were banking on their smartphone or tablet, and more than 1.2 million were using KBC Touch.

According to KBC, the changes to its stores, which will start to be implemented at the end of 2018, will not have any impact on staff numbers. Employees will either be transferred to a neighbouring branch or deployed to KBC Live.

The bank stated: “In reality, customers are not going as often to bank branches, but when they do, KBC wants to ensure that they receive the best possible service. Therefore, it has been looking in recent years for solutions that would enable it to cater more flexibly for its customers. The role of the bricks and mortar branch has been reaffirmed, but will be slightly different than before.”

    Share Story:

Recent Stories

The Future of Intelligent Finance
FStech Group Editor Mark Evans sits down with Jason Cao, President of Global Financial Services Business Unit, Enterprise BG at Huawei ahead of its Intelligent Finance Summit which was held on 3rd and 4th of June in Shanghai. This Q&A delves into key trends in digital transformation of the financial services industry as well as a look at how data, robotic infrastructure, intelligent storage and innovative technologies are shaping the future for FSIs.

The Rise of Instant Payments
Instant payments are creating new business opportunities for banks by providing more touchpoints than ever. With these evolutions underway, Featurespace brought leading industry experts together to discuss how they are protecting customers from fraudsters in real time, utilizing innovative and disruptive solutions to reduce fraud. Click here to find out more.

Offloading Cyber Risk in the Cloud
As cyber attacks and data breaches are in the news on an increasingly regular basis - with regulatory penalties and customer trust on the line for financial services firms - it has never been more crucial to be compliant in the cloud.

This video, with Akamai’s EMEA director of security technology and strategy Richard Meeus, will help explain what your company can be doing to make sure it’s not embroiled in the next big fine or front-page scandal.