Challenge: Long waiting time
As part of a redesign project for the expansion and development plans to provide customers with enhanced levels of service, China Banking Corporation (China Bank) is looking for alternative solution to improve the process of payment card issuance in its retail branches. The payment cards were initially issued via centralised card issuing facility.
The goal is to shorten the lead time to issuance so as to improve customer satisfaction level.
Established in 1920, China Bank is one of the leading private banks in the Philippines and provides a full range of banking products and services to institutional and individual customers.
Solution: Evolving into a different system
Allcard has been a centralised payment card supplier to China Bank for several years. Proposing them a different system which makes the branches independent and responsive to new customer needs was a big step for China Bank.
The Zenius card printing system is recommended due to its small footprint and low noise emission in a space-constraint retail branch. The card printer is used to personalise the name of the bank's client.
Results: Reduced wait time, instant results
The Zenius card printers are deployed to its branches to instant issue the payment cards. With this implementation, three to seven business days of waiting time to receive their payment cards has been reduced accordingly.
Customers can also get their lost card replacement on the same day they apply for card replacement from their branch of account.
'We understand that customers find it such a hassle to come back for their ATM cards and PIN mailers. Now, we've eliminated this inconvenience with our instant-issue ATM cards.'
Said Carol Chua, vice president for Alternative Channels of China Bank