Wincor Nixdorf pioneers bank branch transformation in Indonesia

Revenues increase at redesigned Bank Central Asia branches

Bank Central Asia (BCA), one of Indonesia’s largest banks, has partnered with Wincor Nixdorf to rejuvenate its branch network. The goal of the new open-concept branch is to create an environment that offers faster and more efficient services, while fostering comfort and discretion for visitors.

“Through the branch we want to strengthen our relationship with our customers, so the transformation had to reflect exactly what customers wanted and how we could improve our service offering to them,” said Lilik Winarni, Chief Manager of Operation Strategy & Design at the Bank of Central Asia (BCA).

In consultation with BCA, Wincor Nixdorf and its architect partner Kranz InnenArchitekten redesigned the new branches into three distinct zones: customer service, teller-transaction and the self-service area which feature Wincor Nixdorf’s ATM and kiosk terminal solutions.

Wincor Nixdorf has created an environment that optimizes foot-traffic patterns for BCA to ensure that its customers are directed to the appropriate bank areas immediately. Customers now wait in ‘active waiting zones’ where they can view digital signage for the latest product offers from the bank, daily news and advertisements.

“The branch transformation project has improved interaction with customers at both new branches and as a result revenues have jumped by approximately 20 to 30 percent for consumer products such as credits cards, car loans and mortgages,” added Winarni.

BCA completed a recent branch transformation project in Jakarta in March 2009, with the first successful project also in the capital city in October 2008. The bank is aiming to duplicate the open-concept design across other branches in the future after receiving feedback from customers that it exceeded their expectations.