BMO announced July 12 that it has opened its first two Smart Branches in Edmonton and Calgary as part of the bank's rollout of the new format in Canada.
The new branch format, which has also been introduced in the U.S. by BMO, brings together advice-based services and digital experiences, says the bank.
Customers' expectations are changing
"Our customers' expectations are changing, and the need for efficient and digitally driven day-to-day banking experiences continues to increase," said Susan Brown, Senior Vice President, Alberta and Northwest Territories Division, BMO Bank of Montreal. "Our customers now have the option to handle simpler transactions on their own, while also benefiting from the assistance of branch staff for more complex financial needs such as mortgages and investment products. Smart Branches conveniently provide both of these options in a single location."
The new Smart Branch format features smaller square footage and an open concept design without service lineups or teller counters; self-check-in hubs, which alert branch staff via instant message when a customer arrives for an appointment, including the specific reason; ATMs that offer the option of selecting money denomination when withdrawing funds; bankers equipped with laptops and tablets to help customers with the new bank technology and provide assistance with their financial needs and free Wi-Fi for clients.