FNB branches with active connection to WiFi have increased from 132 in June to 255 today, as the bank moves to bulk up its digital offering at branch. The bank will also increase Digital Zones at branches from 222 to 438 in the coming months.
Lee-Anne van Zyl, CEO of FNB Points of Presence, says: “The move towards the digitisation of our branches is to ensure customers have the option to transact digitally or over the counter.
“FNB’s Digital Zones are secluded from the main banking area and enable customers to transact via their online profiles, which is not only cheap but also means less time spent in branch.
“The roll out of WiFi is another value add for our customers because as a digitally focused bank we want to make sure our suite of digital products is accessible.”
In addition to all client facing roles, FNB also has dedicated e-bankers across 180 select branches who are able to assist customers at Digital Zones. The role of e-bankers is to assist customers who transact digitally, by giving support where necessary.
The move to digitise branches is being done in parallel with WiFi connectivity across the branch network to enable customers to access the internet within branches. FNB has a total of 674 branches and already 569 have been equipped with WiFi hardware and will be activated in the coming months.
“We have seen a marked increase in the use of Digital Zones at branches as customers have the option to use online banking, the banking app or cell phone banking,” Van Zyl says. “There’s clearly an appetite for digital banking but as more customers adopt digital channels we will have to balance this customers education.”