青岛工行:双向赋能 打造线上线下服务新体验
青岛工行结合党史学习教育,青岛认真贯彻“学党史、工行悟思想、赋能服务办实事、打造开新局”要求,线上线下新体坚持客户至上、青岛服务实体,工行把提升人民群众金融服务体验作为出发点和落脚点,赋能服务充分发挥服务渠道线上线下一体化优势,打造构建起了线上便捷办理、线上线下新体流程无缝衔接、青岛信息实时交互的工行线上线下一体化运营模式,有效增强了金融服务供给能力。赋能服务
场景构建 客户至上
青岛工行坚持以客户为中心的打造服务理念,全力打通场景业务线上渠道办理的线上线下新体方式,客户不再受时间和空间的限制,可随时随地随心在线办理业务,真正实现“数据多跑腿,客户少跑腿”。
个人资信证明新模式,是工商银行基于智慧银行生态系统(ECOS)实现的线上线下一体化个人运营场景建设成果之一。客户可通过手机银行在线下单,后台中心集中处理、打印,通过第三方物流服务将资信证明邮寄给客户,客户“足不出户”即可实现业务需求,大幅节约了客户往返网点和排队办理的时间。
企业便捷开户新模式,是线上线下一体化对公业务新场景之一。单位客户通过企业手机银行线上提交预约申请,自主选择心仪账号、基础产品和开户网点,线下完成开户和支付结算产品同步发放。在整个开户流程中,客户只需来网点一次,所有基础产品可通过联动交易同时办理,柜面办理时长和客户往返网点次数明显减少,客户体验大幅提升。
目前,青岛工行已先后推出了包括大额人民币预约取现、外币预约取现、借记卡换卡不换号、个人资信证明、ATM吞卡领取、个人U盾更换、个人历史明细查询、对公账户开户、对公账户信息变更、对公账户超长历史明细查询、对公凭证预约购买、增值税专用发票预约打印等在内的的30余种线上线下一体化服务场景,全面覆盖账户、实物、现金、外汇、信息等领域,有效满足了不同客户的业务需求。
绿色高效 安全至上
青岛工行不断探索数字化与业务的有机融合,通过网上银行、手机银行端业务功能的改造和优化,给客户提供了线上直接办理、线上预约办理等不同方式的业务解决方案,解决了多种传统业务需要到店排队办理的难题。同时进一步完善了业务办理结果安全高效传输的线上断点问题,通过全流程线上办理,保证了客户能真正享受到高效安全的金融服务。
个人历史明细查询业务是个人客户根据查询时间段需求,自助在线上发起业务申请,后台自动生成加密含电子印章的电子文档,发送至客户指定的电子邮箱中,客户自行输入密码查看文件,既方便客户,又有效保护客户信息安全,避免客户信息泄露风险。
对公账户超长历史明细查询项目进一步优化了账户查询服务,企业网银客户可不受时间、空间的限制,利用企业网银提交申请,即可随时随地享受最长十年的账户明细查询服务,线上生成的电子账户明细可满足企业银企对账和内部账务查询等延伸需求,历史明细一览无余,全过程信息电子化流转,减少了纸质明细的打印和传递,节能减排,又保证了账务查询的时效性。
学史力行,实干为民。青岛工行大力发展线上线下一体化业务运营模式,以客户为中心,切实加快业务办理效率,提高网点运营质效,不断提升客户服务能力。下一步,青岛工行将依托数字化技术,打通断点堵点,不断丰富和推广更多的线上线下一体化运营服务场景,推动线上线下渠道协同发展、双向赋能、一体化建设,满足客户“一点接入、全程响应”的跨渠道一致体验要求,持续为客户提供更加便捷、高效、绿色、安全的金融服务。
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