SEB: it pays to acclimate clients to innovative services

Clients have finally become accustomed to using paperless services, offered by SEB since 2013. Today, one-tenth of service cases are resolved in our branches in an environmentally friendly manner, and the interest of clients towards paperless service continues to grow.

SEB’s branches in Tartu, Pärnu and Tallinn, in particular, have stood out with regards to implementing the new service. At the beginning of 2016, the number of paperless service cases per week reached 1400, while in the first couple of weeks of October of this year the number has remained above 2000 per week, which is around 10% of all service cases at SEB’s branches.

Ainar Leppänen, Head of Retail Banking and Technology comments on the innovation as follows: “Paperless service taught us a clear lesson, that it is reasonable to make efforts and investments in order to make life better in the long-run. In the case of innovations that bring along positive changes, the client must also step out of their comfort zone and try something new. Each person requires a shorter or longer period of time to get used to changes. As a bank, we were ready to provide this time, and now we are seeing the results in the form of greater client satisfaction, the more environmentally friendly functioning of the bank, and the opportunity to develop banking services further.”

The positive response to the new service style now also allows SEB to organise basic banking operations by means of remote counselling (upon entry into force of the corresponding amendment to legislation), which makes communication between the client and the bank a lot simpler. The update reduces paper consumption significantly, makes it possible to record the history of operations conveniently, and acclimates clients to accept the use of online services.

For more information:

Julia Piilmann
Communications Manager
Marketing and Communications Division
SEB Pank

Phone +372 665 5340
Address Tornimäe 2, 15010 Tallinn
E-mail julia.piilmann@seb.ee
www.seb.ee

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