Beyond Bank Australia pilots GLORY’s latest in-branch multi-transactional banking solution with TellerConcierge
Adelaide, Australia 7 February 2024 – Aligned with Beyond Bank's commitment to innovation and customer affinity, the company continues to leverage emerging technologies to enhance efficiency and branch experience.
A customer-centric approach to branch transformation
As one of Australia’s largest customer-owned banks, Beyond Bank has championed customer-centric banking for more than 65 years. The launch of transformative approaches, including a new branch at Waratah that integrates technology into the customer experience, reflects a continuous drive toward customer-focused relationship banking.
Central to this is the introduction of TellerConciergeTM by Glory, a global leader in cash technology solutions, which will facilitate a shift from traditional counters to meaningful engagement in Australia’s banking landscape. By consolidating cash and non-cash transactions on a single device and providing enhanced scalability, TellerConcierge equips Beyond Bank to intensify its focus on creating personalised interactions with customers.
Glory’s TellerConcierge: A revolutionary banking solution
“Innovation is not just about adopting new technology; it's about envisioning a future where banking is about more than transactions. Our partnership with Glory and the introduction of TellerConcierge epitomises this vision. We are creating more opportunities for our customers to have the best experiences in the branch with our people, reducing transactional distractions” said Nick May, Chief Customer Experience Officer at Beyond Bank.
With the incorporation of Glory's latest world-class cash recycling modules for note and coin processing, the TellerConcierge simplifies everyday teller transactions. The discreet placement of the TellerConcierge at the back of the Waratah branch complements the open-plan design while overcoming footprint constraints. It ensures customer privacy, with dedicated staff available to assist and guide customers who need help. The modular and scalable technology enables customisation to cater to diverse customer demographics and preferences.
Elevating customer experience through technology
Breaking free from the limitations of traditional Automated Teller Machines (ATMs), TellerConcierge's advanced cash-handling capabilities present a cost-effective solution for diverse transactions without sacrificing the human touch. With routine transactions automated, branch staff are empowered to engage in more value-added customer conversations, while ensuring in-person assistance is always a touch away through its intuitive interface.
Customers can capitalise on TellerConcierge's core banking connection to carry out an extensive range of transactions, including those typically handled by bank tellers — such as loan processing and account management. TellerConcierge harmonises the convenience of self-service with the specialised knowledge of branch employees, effectively bridging the gap between ATMs and teller-assisted services.
Optimising operations for enhanced sales and service
Powered by Glory’s DYNAMIX software, TellerConcierge can connect to various back-end banking services, allowing for seamless integration with core banking, Customer Relationship Management (CRM), and other essential systems. This streamlined integration optimises branch processes, allowing for more focus on developing stronger relationships with customers. This translates into the bank offering a comprehensive suite of services and a significantly improved customer journey.
Future-ready design for evolving needs
Financial institutions aiming to address changing product needs and requirements can leverage TellerConcierge's modular design for future implementations and upgrades. Specifically, the TellerConcierge can be developed and expanded in the following crucial areas, including:
○ Connection to core banking for future functionality expansion
○ Integration with CRM System for more digitised transactions
○ Contactless authentication via built-in NFC reader
○ Supports QR code payments
○ Facilitates third-party deposits into customer accounts
With an eye on the future and driven by its ambition to become the world's best relationship bank, Beyond Bank's adoption of TellerConcierge positions itself as a forward-thinking financial institution.
Nick May, Chief Customer Experience Officer at Beyond Bank, said, “The ability to effectively drive changes in response to evolving customers and business needs is critical for success. TellerConcierge's adaptability enables us to navigate changing customer demands, empowering us to usher in positive transformations that align with our aspiration to be the world's best relationship bank.”
With a focus on flexibility, scalability, and mobility, Glory's new suite of in-branch solutions pave the way for a modern and innovative banking environment. Melissa Marsh, Managing Director at Glory Global Solutions, added, “We remain firm in our belief that branch banking is crucial for fostering meaningful connections with customers. TellerConcierge offers a great opportunity to facilitate such engagements in a manner that is both seamless and efficient.”
About GLORY
As a global leader in cash technology solutions, GLORY provides the financial, retail, cash centre, and gaming industries with confidence that their cash is protected and always working to help build a stronger business. Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals — enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.
Employing around 11,000 professionals worldwide with dedicated R&D and manufacturing facilities across the world, GLORY is built on a rich customer-focused, technology-driven heritage spanning almost a hundred years. For further information, please visit https://www.glory-global.com or follow us on LinkedIn: https://www.linkedin.com/company/glory-global/
About Beyond Bank Australia
Beyond Bank has over 295,000 customers, more than $8 billion in assets under management, and 56 branch and regional office locations in New South Wales, South Australia, Western Australia, ACT, and Victoria. As one of Australia’s largest customer-owned banks, Beyond Bank partners with more than 5,000 community organisations nationwide, and was the first bank in Australia to achieve B Corp certification, a global movement of companies and organisations that use business as a force for good. For more information, please visit www.beyondbank.com.au
Media Contacts
Beyond Bank
Shane Farley, Head of Community, Sustainability & Communications
E sfarley@beyondbank.com.au
Glory Global Solutions – Asia Pacific Headquarters
Sandy Lee, Marketing Director
E sandy.lee@glory-global.com
