Enhancing Customer Experience in SEB Innovation Centre
In spring 2017, SEB opened its Innovation Center in Tallinn. The Innovation Center has a large amphitheater style seminar room and several seminars and conference rooms of varying sizes. The center can seat up to 200 people and will also arrange open seminars and workshops.
SEB chose Hansab as a technology partner, and Hansab supplied and installed all the digital displays, sound system and extension of the customer flow management system to customer service area. The operation of all the displays and the sound system can be controlled from tablet PCs, a very user-friendly approach.
The amphitheater-style room showcases a large video wall, which is made up from 9 Samsung 55“UHD LED displays. Featuring an ultra-narrow 3.5mm bezel-to-bezel design format, which is the slimmest bezel in the video wall industry, the display creates a virtually uninterrupted viewing experience to keep audiences focused on content rather than the display itself.
Particular attention should be paid to the sound system because the room is very high and with open plan, and the speakers could not be installed on the ceiling or on the walls. The speakers had to be placed downward direction so that the sound is directed to the listeners. For that, we used the custom-made lamps and installed the speakers next to them.
Inside smaller seminar rooms, we installed Samsung's 55“-65“displays and next to seminar rooms we installed 22“ displays on the walls to show the information about the event in the room. The content of the displays can be managed with Samsung MagicInfo S software. In the "Timeline" corridor we installed 55" touchscreen display and Samsung's tablets on the walls.
During the creation of the Innovation Center, SEB also upgraded the solutions at customer service area on the ground floor. Digital displays were mounted on high poles to show advertisements. A unique Q-Matic printer solution was integrated into one pole, it works with 32“touchscreen display, which meets the role of the way finder and queuing system at the same time.
The customer flow management system was upgraded to the Q-Matic Orchestra platform, which, thanks to its extensive integration capabilities, helps to create a modern, customer-friendly service environment. The Elo touch touchscreens that are connected to the queuing system have been integrated into the customer waiting area tables. Through integration, customers have the opportunity to enter their waiting number to the screen and thus have the opportunity to keep an eye on their queue and at the same time to see information provided by the bank.
SEB also started to use Orchestra Concierge tablet solution, which allows establishing new receptionist work place, who can assist clients with smaller problems and questions.