The future of banking - NAB unveils first ‘Smart Store’

30 September 2013

National Australia Bank (NAB) today officially opened its first ‘Smart Store’ at its new Docklands site at 700 Bourke Street, Melbourne The ‘Smart Store’s’ interactive and intelligent format will change the way customers’ bank with NAB, combining technology with face-to-face service and advice not seen in other Australian banks. There are no traditional tellers, customers can choose from a range of self-service intelligent machines and a NAB-designed ‘Come Help Me’ app will make it easy for customers to book an appointment with the right banker. Executive General Manager NAB Retail, Vicki Carter, said the ‘Smart Store’ was the next evolution in NAB’s store network footprint strategy. “Retail Stores will always play a critical role in banking as they are where customer relationships are formed; and at NAB we are constantly refurbishing and revitalising our network to meet the changing and diverse needs of customers,” she said. “The ‘Smart Store’ is an entirely new way of banking and delivering the products and services customers want. It’s a ‘Smart Store’ because our people are working in tandem with innovative and intuitive technology to ensure our customers get a truly integrated digital and face-to-face experience.” The new ‘Smart Store’ format for NAB features industry-first technology, giving the customer the ability to decide how they interact with NAB – “either supported with help, guidance and advice via our people who will be available in-store, or using the self-service channels on site”, Vicki said. ‘Smart Stores’ are different from traditional or ‘full service’ stores. Gone are conventional tellers - and with them the queues and waiting for transactions that can easily be done by the customer alone. There are no ‘cash drawers’ and some transactions will need to take place in a full service branch, such as buying foreign currency or withdrawing more than $1000 over the counter. Executive General Manager NAB Digital and Direct Banking, Antony Cahill, said the ‘Smart Store’ used technology to support and enhance customer interactivity on site. “The store will focus on channel integration. There will be a host of self-service intelligent machines where customers can quickly manage deposits and withdrawals, along with a suite of digital banking solutions,” he said. “The ‘Smart Store’ will also feature a NAB-designed ‘Come Help Me’ interactive app using iPads, allowing customers to book appointments with bankers and navigate their way around the store to find the right channel for their banking needs. "We're increasingly seeing our customers migrate to self-service or digital channels like mobile banking, but not at the exclusion of traditional channels. Our ‘Smart Store’ integrates all those options to make banking simpler and smarter for our customers.” Customers will experience free WiFi, use of Macs and iPads. The ‘Smart Store’ will use QR codes on marketing collateral allowing the use of smart devices to link to customised data. There is a specially-designed interactive table to assist with customer conversations and tailor the customer experience.