Wondering how you can win in the boardroom and secure budget for branch optimization projects in 2017? Curious to see how your peers are doing in their efforts? Want research-based advice on what strategies, designs, and technologies best align to where the branch is headed?
Whether you’re already testing concepts or just starting to gather information for developing a game plan, this is a must-watch webinar for anyone who has branch transformation plans for 2017. Featuring Bob Meara, a senior analyst with Celent’s Branch Transformation research team, and John W. Smith, CEO of DBSI, you’ll hear the latest industry research on branch optimization strategies.
Budgets, Boardrooms and Branch Optimization_ Backed-by-Science Strategies for Conquering All Three In 2017
1. BUDGETS, BOARDROOMS,
& BRANCH OPTIMIZATION
Backed-By-Science Strategies for Conquering All 3 in 2017
JOHN W. SMITH
CEO, DBSI
BOB MEARA
SENIOR ANALYST, CELENT
2. JOHN W. SMITH
CEO | DBSI
jwsmith@dbsi-inc.com
BOB MEARA
Senior Analyst | Celent
bmeara@celent.com
3. HOUSEKEEPING ITEMS
A COPY OF THE SLIDES AND TODAY’S RECORDING
WILL BE EMAILED SHORTLY AFTER THE WEBINAR
PLEASE COMPLETE THE SURVEY AT THE END
USE THE CHAT WINDOW TO SEND US ANY QUESTIONS
4. WIN THE
BOARDROOM
Benchmark data
of where your peers
stand today
WIN BRANCH
OPTIMIZATION
Research-Based
technologies and designs
aligned to strategy
WIN
THE BUDGET
What to plan
for and why
1 32
THE THREE KEY TAKEAWAYS
23. BRIEF RECAP
81% FIND IT IMPERATIVE TO TRANSFORM THE BRANCH
BUT, ONLY 10% HAVE A CLEAR VISION OF HOW
IN FACT, MANY KNOW WHAT THEY WANT
IT’S HARD!
(you are focused to your day job and it’s complex)
24. TAKE THE COMPLEX & MAKE IT SIMPLE:
BEST PROCESSAND
PRACTICES TO MOVE FORWARD
26. ANSWER THE QUESTIONS
WHAT ARE WE GOING TO DO?
WHY ARE THESE SPECIFIC ACTIONS SELECTED?
WHERE & WHEN DO WE PLAN TO START?
WIN THE BOARD
WHAT PROBLEMS ARE WE SOLVING?
27. BUILD A
GAME PLAN
Ask the right questions, of the right people in your organization
Identify what works, what doesn’t, your uniqueness,
the barriers getting in your way, and the desired state
Establish what success looks like to you
Create a summary playbook to ensure you are all on the same page
28. DISCOVERY QUESTIONNAIRE
What is BranchTransformation?
What makes you different or unique?
What is the client experience?
What gets in the way?
Who gets it right?
Objectives
Project Scope
Key Elements
of the Program
Client Experience
Budget
Success Metrics
DISCOVER
27
DEVELOPYOUR STRATEGICINTENT
29. EXECUTIVE SUMMARY
All your challenges, desires and research-in-
between are summarized in an Executive Summary
to ensure executive alignment is obtained, and we
are all on the same page.
Objectives
Project Scope
Key Elements
of the Program
Client Experience
Budget
Success Metrics
DISCOVER
28
DEFINE
A PATH TO SUPPORT EXECUTIVE & BOARD ALIGNMENT
32. IT’S A LOT MORE THAN YOU THINK! YOU HAVE TO INCLUDE:
DESIGN,
ARCHITECTURE,
INTERIOR DESIGN,
ENGINEERING
DEMOLITION
(IF NEEDED)
BANKING
EQUIPMENT,
TECHNOLOGY,
FURNITURE,
SIGNAGE
BRANDING
DIGITAL SIGNAGE,
MERCHANDISING
CONSTRUCTION
VARIES GREATLY
ON CURRENT SITE
CONDITION
OWNER
PROVIDED ITEMS,
I.T., OFFICE
SUPPLIES
CONTINGENCY
FOR UNFORSEEN
CONDITIONS
+ + + + + +
33. SO, HOW CAN I GET MY ALL-IN COST?
DBSI’s proprietary SMART BUDGET TOOL considers every part of your
Branch Transformation to calculate an accurate estimate of your all-in cost.
That way, there’s no surprises.
34. SMARTKIT™ FOR NEXTFI
NEXT TECH
EXPERT NEARBY
SELF-SERVICE
EDUCATION STATION
SIGNATURE ITEM
TCRs & ATMs
FURNITURE PKG
RE-DESIGN
DIGITAL
LIGHTING
CARPET & PAINT
ADA
Remote
Expertise
All Flagship
Elements
LOW 1 LOW 2 LOW 3 MED 1 MED 2 MED 3 HIGH 1 HIGH 2 HIGH 3
Brand
Refresh
Sell with
Digital
Retail Design
Pkg
Open Plan
Design
Efficiency
Drivers
Transformation
Educate
DESIGN/BRANCHELEMENTS
BRANCH TYPE
INVESTMENT & BUDGET OUTLINE
$60,000
$100,000
$200,000
$500,000
$700,000
$900,000
$1.1M
$1.3M
$1.5M
HOW WILL I APPLY THIS?
Distinct SMARTKIT™ of parts by branch segment for easy implementation
across your network giving you the best return for your investment.
35. CREATE AN
ACCURATE BUDGET
CREATE AN
EXECUTIVE SUMMARY
WHY TAKE ACTION, WHAT THE
ACTIONS ARE, AND BY WHEN
WIN
THE BOARDROOM & THE BUDGET
37. CHALLENGES
Design a branch
that defies
banking traditions
Invite the community in
Appeal to the Agrifinance
community without losing the
Rabobank identity
IMPACT
“In my 20 years in banking I’ve
never heard clients express this
much excitement when coming
into a bank.”
SCOTT CISNEROS
Vice President
Community Banking Manager
DBSI X-FACTOR
Having to only work with
one company (DBSI) for everything
from design, to tech,
to build, to the integration of it all
helped Rabobank discover the
perfect blend of design and
technology – and ultimately deliver a
WOW experience.
RABOBANK
BRANCH TRANSFORMATION | 3,600 sf
39. CHALLENGES
Develop an inviting, hyperlocal
design to align to the brand &
Colorado lifestyle
Create the roadmap to determine
how many branches, where, and
why
Remove all barriers to service
Ensure no one asks again “do you
offer Mortgages?”
IMPACT
ALL success metrics by the
Executive Team and Board
have been achieved!
DBSI X-FACTOR
This was a complicated project.
A building housing not only a branch
but significant back office operations,
3 levels, very old building and it with
2 previous major additions in it’s a
past.
WOW was end game, but the
planning to keep all of that running
while DBSI fully transformed the
location was a challenge that was
overcome to rave results.
COORS CU
BRANCH & CALL CENTER TRANSFORMATION | 11,000 sf
42. CHALLENGES
Create a new global, go-to market
branch strategy
Drive efficiency in a high transaction
environment
Enable staff to drive adoption to
alternate channels
IMPACT
“You’re an extraordinarily
professional team that really takes
the time to listen.
We thoroughly value your
recommendations!”
STEVE ROMANO
EVP
DBSI X-FACTOR
With a proven 6D process to guide,
DBSI was able to breakthrough lack
of executive alignment define their
current state to desired in just 3-
months with a full go-to market
strategy.
NAVY FEDERAL CU
BRANCH CHANNEL EVOLUTION | LESS THAN 3 MONTHS
44. TOP SHORT & MEDIUM-TERM STRATEGIES UNCOVERED
BY CELENT RESEARCH
Maximizing sales and service effectiveness of front line staff
Favorably influencing adoption of digital channel capabilities
Reducing channel costs
46. Individuals can self-assess key indicators of their
financial fitness in just 90 seconds, and see how
their results stack up against their peers both locally
and nationally.
48. Break the chains of your
hardware and open your
cash automation
machines up to all
associates—from
anywhere in
the branch.
STRATEGY: FREE STAFF TO UNIVERSAL
REMOTE
TRANSACTION
ASSIST
50. Transactions started anywhere,
fulfilled anywhere
All associates (FSR, Teller, or the
Branch Manager) can now complete
ALL transaction needs
STRATEGY: FREE STAFF TO UNIVERSAL
51. Help clients
understand what
you offer, successes
you’ve delivered to
others and how to
obtain those solutions
easily.
STRATEGY: HELP CLIENTS
DISCOVER & ADOPT TO PRODUCTS
INTERACTIVE
DIGITAL
SIGNAGE
52. Clients can ENGAGE to learn about
“why you,” a simplified view of your
products, successes you’ve provided
to others, your community
contributions and even the people
doing all of this.
INTERACT to learn mobile check
deposit, bill pay, who they may want
to bank with—and actually get
started.
35+ apps to engage clients
to help them DISCOVER how
you can assist.
STRATEGY: HELP CLIENTS
DISCOVER & ADOPT TO PRODUCTS
54. $
ONE SOLUTION.
ALL OF THIS:
THREE DIFFERENT
APPLICATIONS IN
ONE DEVICE
NEXT fulfills the need for
self-service, assisted-service,
and full-service by opening up
your cash recyclers to clients
and tellers.
FULL TRANSACTION
SET CAPABILITIES
A full integration with your core
platform makes NEXT more
than just an ATM. It brings
teller functionality— without the
ATM cost.
LOWER COST
AND INVESTMENT
Repurpose your existing
cash recyclers and
dispensers to the new
assisted-service model.
SMARTER RETAIL
ENVIRONMENT
Simple transactions are
completed by the client to
drive your costs down, while
allowing staff to handle
consultative-type tasks that
drive up sales.
STRATEGY: IMPLEMENT SELF-SERVICE
TO REDUCE CHANNEL COSTS
57. SUMMARY
SHORT TERM ACTIONS
Drive branch traffic: FINANCIAL HEALTHCHECK
Help client discover products: DIGITAL SIGNAGE
Free staff and create Universal Bankers: RTA
Migrate to self-service: NEXT
LONG TERM ACTIONS
Discovery for redesigns and go-to-market strategies
Board on-board & budgets
81% FIND IT IMPERATIVE TO TRANSFORM THE BRANCH
ONLY 10% HAVE A CLEAR VISION OF HOW TO DO SO
NEED TO ACHIEVE SHORT TERM OBJECTIVES
IN PARALLEL TO MEDIUM-TERM TRANFORMATION EFFORTS
58. GROWTH
STRATEGY ALIGNMENT
& EXPERIENCE
ENHANCEMENT COST REDUCTION
CHANNEL
OPTIMIZATION
45%
YOY increase
in
business
accounts
Evolved vast majority (85%+)
of clients only using tax
services to add-on wealth
management services
160new accounts
monthly
Micro-branch
715 SF
Saved tens of millions of
dollars on Private Client
initiative with the rapid test
approach done in our
Collaboratory
SHARED TENANCY
50%
less cost
DOUBLE
traffic
2 FTEs less per location
Closed 2 underperforming
branches to optimize others
Developed go-to-market branch
strategy in
3 MONTHS
TARGETED
SEGMENTATION
Attracted largest depositor
through event held in the
“Community Room”
Created new regional HQ that
incorporates all business aspects
49%
YOY increase
in
loan
origination
53%
YOY increase in client growth
THE RESULTS
59. SHRINK THE ENTIRE PROCESS BY
SPENDING ONE DAY
AT THE IDEATION CENTER
60. Where more than 400
financial institutions started
their branch transformation
efforts
Learn the Top 10
retail banking barriers that
affect sales and service
Interact with over 20
retail components
and technologies
Discover the latest trends in
retail and learn how they can
work for you
IDEATION CENTER
YOU’RE INVITED!
62. JOHN W. SMITH
CEO | DBSI
jwsmith@dbsi-inc.com
BOB MEARA
Senior Analyst | Celent
bmeara@celent.com
THANK YOU
FOR ATTENDING!
Questions? Feel free to reach out: