DIB outlines strategy to enhance client services

Dubai Islamic Bank (DIB) is previewing the future of banking services at Gitex today. The bank has teamed up with NCR to demonstrate a collection of next generation ATMs, which are key to DIB’s customer service strategy.

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By  Zoe Moleshead Published  October 16, 2002

Dubai Islamic Bank (DIB) is previewing the future of banking services at Gitex today. The bank has teamed up with NCR to demonstrate a collection of next generation ATMs, which are key to DIB’s customer service strategy.

“We’re about to introduce fully automated branches, where customers will be able to come and use our services any time,” says Abdulla Al Shamsi, branch manager, DIB.
The ATMs will enable DIB customers to conduct a number of transactions with the bank, including cash and cheque deposits. In the near future, customers will also be able to visit automated branches and access DIB’s full range of online services.

The bank is also demonstrating a wireless ATM. As a customer approaches the machine, he or she will be able to beam information from the infrared port on either their phone or PDA to conduct a transaction. “We plan to rollout these ATMs as soon as they become available,” says Al Shamsi. “We are looking to have these ATM machines in the field by the end of the year.”

The rollout of fully automated branches is a core element of DIB’s retail banking strategy. The bank has been aggressively expanding its customer service channels in an effort to attract new customers. “The introduction of these new ATMs is a key objective of our technology strategy… This is essential to providing the services that are needed by the customers,” comments Al Shamsi.

Over recent months, the bank has also introduced a call centre, online banking kiosks and mobile banking services, as it expands its customer channels. However, these channels need to be integrated to enable a comprehensive view of a customer. “Online banking on its own can’t exist. It has to be integrated into the entire retail banking strategy,” he adds.

DIB isn’t the only bank showcasing technology enabled services. On Microsoft’s stand, the National Bank of Kuwait (NBK) is demonstrating advanced online services. Based on .NET technologies, customers can now personalise their banking home page to decide what information will be presented and in what format.

Personalisation is just the beginning as NBK integrates its web site to its back end data warehousing and customer relationship strategy. “We are integrating the web site to our CRM system,” says Abdulla Al Najran Al Tuwaijrij, senior manager, consumer banking group, NBK. “Once this is done we will be able to build up a customers portrait and target services at them,” he adds.

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