UOB rolls out online booking for branch appointments

UOB has introduced an online booking system for customers requiring branch services, as banks adapt to a growing digital banking landscape. Retail and corporate customers can now schedule appointments online with immediate confirmation, according to a statement released on October 1 by UOB. Benny Chan, the bank's managing director for group channels and digitalisation, explained that the platform also aids in predicting demand and preparing for each interaction.

The online booking system caters to over 25 services, ranging from routine transactions to advisory and wealth services. This includes applications for banker's guarantees, cashier's orders, and updates to account details. For services that can be completed digitally, the booking site will display the relevant link so that customers can choose between self-service or continuing with their branch appointment.

UOB conducted a pilot involving six branches in July and August, which revealed that nearly half of all users were aged 50 or above. The most common bookings during the pilot included advisory services, account updates, and cashier's order applications.

Comparatively, DBS and OCBC do not currently offer a similar advance branch appointment booking service. However, they do provide digital queue services. OCBC customers visiting branches have decreased by more than 30% in the past five years as they become more proficient with digital services. Jean Oh, OCBC's head of branch service and risk management, noted that while the bank does not have an online appointment booking system, customers who prefer to plan ahead can use the "Easy Q" feature in the OCBC app to secure a queue number in advance.

Those seeking financial advice can arrange an appointment with their wealth advisors. Branches remain essential for customers requiring face-to-face interactions, including seniors who may be less tech-savvy, those with complex banking needs, or those wishing to discuss wealth matters.