Urner Kantonalbank

When Urner Kantonalbank sought to expand customer services without increasing their physical footprint, they turned to an innovative solution: video kiosk banking. By leveraging cutting-edge video communication services, they enhanced accessibility and convenience for their customers while maintaining a personalized touch.

The Challenge: Scaling Services Without Expanding Operations

Urner Kantonalbank faced the challenge of meeting rising customer expectations while controlling operational costs. They needed a solution that could:

• Offer essential banking services remotely.
• Maintain high standards of personalized customer support.
• Operate efficiently from a centralized location.
• Include features like video communication, e-signatures, and NFC card readers.

Beyond software capabilities, the bank required the video kiosk terminals to support physical functionalities such as controlling air-conditioning, lighting, and secure door management.

The Process: Designing a Customer-Centric Journey

We collaborated closely with Urner Kantonalbank and our implementation partner, Tellma GmbH, to design an intuitive, seamless customer journey. The focus was on identifying key banking use cases and integrating the necessary tools to support them. Every feature—from document scanning and video identification to environment controls—was carefully tailored to meet the bank’s needs.

The Solution: Fully Functional Video Kiosk Terminals

The deployed video kiosk terminals allowed customers to perform tasks such as:

• Opening accounts.
• Ordering cards.
• Depositing checks.
• Verifying identification through video.

Remote bank agents manage these terminals, enabling advanced services like document scanning, NFC card reading, and physical kiosk management. For example, agents can remotely adjust the environment—control lighting, heating, or even secure the kiosk room’s door—ensuring privacy and comfort. The kiosks were fully branded to reinforce trust and familiarity with Urner Kantonalbank’s identity.

The Results: A Resounding Success

The impact was immediate. In the first three months:

• Over 1,900 customers used the video kiosk service.
• 90% of users rated their experience as extremely positive.
• 90% of requests were successfully processed through the kiosks.

Customers of all ages and backgrounds embraced the video banking solution, finding it intuitive, fast, and convenient. This digital transformation allowed Urner Kantonalbank to retain their reputation for excellent customer support while optimizing operational efficiency.