SANTANDER BRANCH BOOKING
Improving customer service with a custom bank appointment scheduling app
Online booking software is nothing new in the service industry. But it is when it comes to banks, especially with branches across multiple locations. Or, at least, it was when we built this app for Santander Bank in Poland.
CLIENT
SANTANDER BANK POLSKA S.A.
PLATFORM
WEB APP
SCOPE
FRONTEND, BACKEND, UX / UI DESIGN
TEAM SIZE
5
DURATION
1.5 YEAR
Bank customers want online scheduling, too
Nobody likes to wait for hours to see an advisor. Some also hate having to pick up the phone to book a visit (if you know, you know). For the bank, reluctant customers meant less business as people decided to skip services that needed to be discussed with an advisor.
Booking at different branches across Poland
Right in their e-banking app, customers now clearly see advisor availability across different branches and can book their desired slot at a selected branch and with their dedicated advisor, if they have one.
Flexible appointment management
Customers can easily change or cancel their reservations, reducing no-show rates and helping keep advisor availability always up to date.
Integrated with internal systems
The app automatically pulls data about absences and vacations for advisors across all branches, eliminating manual schedule management and helping track peak hours.
From a local idea to a country-wide app
We first built the appointment scheduling tool as part of the bank’s Work Café coworking initiative available in several Polish cities. But it turned out so useful that Santander decided to integrate it into its online banking app and make it available to all Santander customers in Poland.
Scheduling appointments on mobile and desktop
The scheduling solution helps customers book appointments with bank advisors without having to call the bank or wait in long lines if they just show up at a branch.
Better service for more customers
The scheduling app helped the bank encourage customers to visit the physical locations and allowed advisors to provide higher-quality customer service, no matter the branch they work in.
“
We chose Apilia because they had already built a successful scheduling tool for us. The app eliminated a lot of manual work for the bank employees while encouraging customers to use more of our services.
