In the past year, Leumi branches went through a process of rebranding/Oran Dai
Today's world is changing beyond recognition. New technologies, customers' tastes, the variety of services and products, high competition and more. Today's customers demand here and now, fast, personalized service, with uncompromising quality.
The Israeli consumer is smart, checks product reviews before buying, compares prices, listens mainly to other consumers and does not hesitate to express his opinion and demand what he wants with an expectation of a high level of service.
The Israelis have no time. They juggle between work, managing the household and more, that's why we need flexibility - a wide variety of options in products and service channels.
The changes in the field of service are also very evident in the banking system in Israel. According to a Bank of Israel report from the past year, approximately 90% of customers prefer to consume their services through direct channels, and accordingly, there has been a constant increase of 25% in recent years in the use of digital means and the consumption of remote banking services, whether in the application, on the website, at Zoom or at digital stations
. Recognize these trends. In recent years, the largest bank in Israel has been leading the service revolution. Beyond a wide variety of digital service channels on the website, in the app and Zoom, as well as adapting the service in the branches to the new consumption habits.
In the past year, Leumi branches underwent a process of rebranding. In addition, a smooth appearance Some of the branches have undergone a significant upgrade, and some of the branches are moving to attractive locations in the city centers. Customers who wish to meet with a banker can schedule a personal appointment, thus arriving at the branch without waiting in line and with personalized service. In addition, all branches have a digital lobby open 24/7, which includes ATM machines and stations "Leomi Digital", where you can perform most of the common banking operations around the clock and at a reduced cost. Also, during the branch's operating hours, you can use the lobby bank services, which help customers perform operations on self-service devices, and even provide a full banking service if necessary.
During 2023 Leumi renewed dozens of branches all over the country and during the coming year at least 30 more branches will be renewed.
"We put the customers and their needs at the center of what we do," Eyal Ben-Haim, head of the banking division at Leumi/Dror Sitahkal
"According to data we have seen over the past few years, in the coming years the use of digital means and services will increase and we will see the use of the application overtake the telephone services," said
Eyal Ben-Haim, head of the banking division at Laumi
. "Therefore, we at Leumi are attentive to these trends, and constantly try to adjust our service mix so that each customer receives service in the way that is most convenient for him."
In the past year, Leumi has taken a series of unique and ground-breaking steps in the field of service. Among other things: expanding the operating hours of the telephone service centers; A commitment to a full resolution of every inquiry within one business day; Establishing a "Chief Executive Patrol" - a special service team that reports directly to the bank's CEO, handling inquiries that were not answered within a day; Possibility of holding a Zoom meeting with the personal banker; Opening of a new telephone service center in Ashkelon, which was added to the two existing centers and more.
Ben-Chaim adds: "As part of the service strategy we have recently been leading, we put the customers and their needs at the center of our actions. We commit to continue to provide our customers with the best banking service experience in Israel."
In collaboration with Bank Leumi
More on the same topic:
National Bank