Scotiabank

Company Profile

Founded in 1832, Scotiabank is a leading multinational financial services provider and Canada's most international bank. The bank has over 1,030 branches, 3,000 ATM’s and a team of more than 80,000 employees. The bank serves over 7 million personal and business customers across Canada. Scotiabank and its affiliates offer a broad range of products and services, including personal, commercial, corporate and investment banking, to over 19 million customers in more than 55 countries around the world.

Some Interesting Information

Scotiabank has set a new bar for innovative uses of digital media in a bank. Their customers and employees have been delighted with the changes in the branches and the new environment.-Steve Harris, Vice President, General Manager, Cineplex Digital Solutions

Business Situation

Scotiabank, like many banks, relies on traditional paper signage and messaging within branches to communicate with customers. Scotiabank wanted to adapt its branches to appeal to a younger audience,and more effective ways to improve the customer experience in the branch, educate their customers on new products, and improve the speed with which messages could be delivered and changed. 

Solutions

Cineplex Digital Solutions leveraged the ReflectView™ platform to deliver a scalable, turnkey solution that delivers dynamic digital marketing solutions for Scotiabank. Cineplex Digital Solutions (CDS) was responsible for providing a turnkey solution for Scotiabank which included strategy, system design, deployment, and program management. The solution deployed features two different digital experiences custom tailored for the area of the branch in which they are located. The teller program consists of a multi-screen display system behind the teller area and focuses on new product information and bank messaging, while the second program, in the lobby area of the branch, offers three other display systems that focus on corporate values messaging, specific product information, and a coffee bar display with news, weather and market updates. During certain times of the day, the lobby system is also used to bring in live TV feeds to show customers specific segments of business news and financial related programming. Using ReflectView software, Scotiabank and CDS are able to quickly and efficiently change branch messaging, increase sales of additional products, and provide a warm and engaging environment.

Results

Over 80 branches have been deployed with the ReflectView platform. Branch managers and relationship managers both have reported improved employee morale. Employees are highlighted on the digital screens with information about their function, leading to an increased connection with their branch customers. Employees also note increased communication and dialogue with customers regarding the products that are promoted on the screens. Scotiabank is able to maintain control and localization of messages to reduce costs through the use of digital media content. During the Olympics, the bank leveraged the system to enable viewing of live broadcasts, which resulted in a significant increase in customer satisfaction. Scotiabank continues to expand the number of branches with digital messaging and continues to explore innovative ways to use digital media within the bank.