Solution · Remote Customer Experience

Relocate branch service delivery without compromising the branch standard

Self-service has absorbed the simple journeys. What remains in the branch is work that requires a specialist, a document or guided assistance. This solution delivers that work remotely and completes it within the session.

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Virtual BranchTalk to X-Shift

Overview

A branch visit, conducted and concluded remotely

The distinguishing feature is completion, not video.

Video alone produces a conversation. This solution delivers a completed service: the customer is identified, the specialist is provided with the customer’s record and history, documents are exchanged and reviewed live, forms are completed under guidance, and the case or transaction is updated before the session concludes. The customer obtains an outcome, not a follow-up commitment.

The session layer is X-Shift's Virtual Branch. Where the service record resides in X.Orbit, the two share the same case object. A document accepted at minute six and a transaction confirmed at minute eleven are written to the customer's record while the session is still in progress, so no manual re-keying is required afterwards.

Platform

Key features

01

Remote specialist access

Routing by service type, skill, language and segment, so that the customer is connected with someone able to complete the request.

and 5 more below

Virtual BranchIllustrative
FEATURE Remote specialist access Session LIVE · 06:12 Specialist · Corporate onboarding Mute Share Record End IN THIS SESSION Identity confirmed Document received Checklist step 3 of 5 Outcome pending Session illustrative

Guided completion

Screen sharing and form guidance, so that the customer is shown the required steps rather than being directed to read instructions.

Service workflow

The service is progressed through its defined steps and closed within, or immediately after, the session.

Case integration

The session is attached to the case or transaction record, so that it forms part of the customer’s history.

Recording and audit

Session recording and audit trail where the service or regulation mandates a record.

Measurement

Completion rate, handling time, outcome and post-session feedback by service type.

In practice

A customer who arrived with an incomplete set of documents

01

IdentifyThe missing document is identified within the session, while the specialist remains on the call.

02

UploadThe customer photographs the document and uploads it to the same session, where it is reviewed and accepted.

03

CloseThe form is completed under guidance, and the transaction is confirmed before the session concludes.

The scenario A customer travels to a branch for a service that requires three documents and arrives with two. In the branch model, the visit ends there, the appointment is rebooked, and the service is completed on the customer’s second journey a week later.

This is the Virtual Branch platform retaining the service workflow within the session. It does not alter what the compliance function requires the customer to present, only where and when it can be presented.

The challenge

The branch retains the journeys that digital channels could not serve

Use this as a test of fit. Branch footfall has declined without a proportionate reduction in branch cost, because the remaining visits are the lengthy, complex, specialist ones. If your remaining visits are not those listed on the left, remote delivery will not release significant value.

HOW IT WORKS TODAY Why customers still come in The service requires a specialist who is not available at every location Documents must be presented, reviewed and verified Identity must be confirmed to a defined standard The application is complex enough to require guidance The customer lacks confidence in the digital channel for this transaction The process was never redesigned; only the simple parts were WHAT IT BECOMES What remote delivery changes The specialist serves customers anywhere, from one location Documents are exchanged and reviewed inside the session Identity is confirmed to the standard the service requires The customer is guided through the form as they complete it The service is finished during the session, not after it The interaction is recorded, measured and auditable

Outcomes

What changes for the operation

What this changes

Specialist capacity is the principal constraint in most branch networks. Remote delivery removes the geographic limitation.

01

Scarce specialist capacity is leveraged across the whole network rather than a single location

02

Customers complete complex services without travelling

03

Repeat visits caused by missing documents are largely eliminated

04

Service availability extends beyond a single branch’s opening hours

05

Every interaction is measured and auditable by default

06

Branch network decisions can be informed by service data, not footfall alone

Continuity

From self-service to a specialist, without recommencing the journey

Digital channels manage the straightforward journeys well. The failure occurs at the boundary: the moment a customer requires a person, and the system requires them to recommence from the beginning. This operating model removes that boundary.

THE COST OF STARTING OVER

Most abandoned journeys are not refusals. They are customers who were asked to repeat themselves once too often.

01

The journey commences where it always has

On the website, in the app, on a call or in a message. In most cases it is also completed there, and nothing in this model changes that.

OutputSelf-service that is still completed independently
02

The point where a person is needed

A document requiring judgement, an eligibility question, a decision requiring authority, or a customer who is unable to proceed. The system recognises this as a defined route, not as a failure.

OutputA recognised handover point, not an abandonment
03

Existing context is carried forward

Where systems are integrated, the identity, the service being attempted, the associated case and the history are transferred into the session with the customer.

OutputContext carried rather than re-collected
04

The specialist continues the journey

This is not a new conversation about the same subject. The specialist resumes the service at the step it reached and progresses it from that point.

OutputOne journey, continued
05

It finishes in the same place

The service is completed, the case is updated and the record is closed against the journey that commenced digitally, so that the operation has visibility of the whole path rather than two disconnected halves.

OutputAn outcome attributable to the whole journey

What changes

How a remote branch changes the operation

These are the categories that an organisation should expect to measure for itself. The figures will be yours, against your own baseline; X-Shift would rather agree the measures before implementation than publish another organisation’s.

01

Service reach extends

Customers are able to reach a qualified specialist regardless of location, which is most significant where the expertise resides in one city and the customers do not.

and 2 more below

Virtual BranchIllustrative
VIRTUAL BRANCH Service reach extends Unnecessary visits redu… Scarce expertise goes f… More services complete … FEATURE Service reach extends People reach a qualified specialist regardless of where they are, which matters most where the expertise exists in one city and the customers do not. WORKS WITH Unnecessary visits re… Scarce expertise goes…

The remote journey becomes visible

Entry, routing, waiting, handling, completion and outcome are recorded as one path, so that the model can be managed rather than assumed to be effective.

Physical capacity is freed

Counter time is returned to the services that genuinely require presence, rather than being consumed by those that only required a document to be inspected.

Applied

The same model, across sectors

The pattern is constant: a service that requires a qualified person, a document or form that creates an obstacle, and a customer who should not have to travel to complete it. What varies is the role of the person involved.

01

Government services

A beneficiary is connected remotely with a case officer to review supporting documents, complete a service request and have the case updated within the same session.

and 4 more below

Virtual BranchIllustrative
FEATURE Government services Queue REFERENCE SUBJECT OWNER STATE CASE-48190 Healthcare administration Team A Open CASE-48191 Insurance Team B In progress CASE-48192 Utilities Team A Open CASE-48193 Healthcare administration Team C Waiting CASE-48194 Insurance Team B Resolved Queue illustrative

Higher education

An applicant reviews admission requirements and supporting documents with an admissions officer before a deadline, rather than after it has been missed.

Automotive

A customer obtains specialist assistance with a service, warranty or vehicle enquiry without scheduling a dealership visit.

Retail and high-value assistance

A customer is assisted through a considered or high-value purchase by a representative who can demonstrate the product, rather than only answer questions.

Banking and financial services

A customer completes a service that requires guided completion and document review. This is one sector in which the model applies, rather than a definition of the product.

Use cases

Visits that did not require the journey

In each case the customer travelled because of a document, an identity check or a specialist, not because of the conversation.

01

Corporate account opening across cities with Virtual Branch

Situation

A company signatory travels to a main branch because the corporate onboarding specialist is based in a single city, and a missing board resolution brings the visit to an end.

What happens
  1. Verify identity
  2. Guide the customer
  3. Exchange documents
  4. Complete in your systems
Outcome

The specialist conducts the session remotely, the resolution is uploaded and accepted live, and the account is opened before the call concludes.

Commonly applied in Banking and across other sectors

02

A service requiring a counter with Virtual Branch

Situation

A beneficiary in a remote governorate travels several hours to a service centre because the application requires identity confirmation and a signature witnessed at a counter.

What happens
  1. Verify identity
  2. Guide the customer
  3. Exchange documents
  4. Complete in your systems
Outcome

Identity is confirmed to the standard the service requires and the application is completed in the session, with the record retained.

Commonly applied in Government and across other sectors

03

Business contract changes at a store with Virtual Branch

Situation

A business customer must attend a store to change an authorised signatory on a corporate account, and store staff process that request perhaps twice a month.

What happens
  1. Verify identity
  2. Guide the customer
  3. Exchange documents
  4. Complete in your systems
Outcome

The request is routed to a remote specialist who processes it daily, and the store ceases to be the bottleneck for infrequent transactions.

Commonly applied in Telecommunications and across other sectors

More ways to apply it

Insurance approvals that need a document with Virtual Branch

The letter is presented and accepted within a guided session, and the approval is recorded against the patient episode.

Healthcare

Finance paperwork on a second visit with Virtual Branch

Virtual Branch brings the finance officer into the showroom session, so that the paperwork is completed while the buyer is still present.

Automotive

Commercial connection applications with Virtual Branch

Drawings are reviewed live by a scheduled technical specialist, and the application either progresses or is corrected during the session.

Utilities
Explore by industry

These applications are illustrative. Which services can be delivered remotely is determined by your identity and evidence requirements, not by the session technology.

Before you evaluate

What to establish first

Common questions

What buyers ask before committing

Next

Where to go next

Deliver one service remotely

Select a single branch service with a clear compliance position and observe it delivered end to end within a session (identity, documents, form and transaction) against a sandbox of your systems.

Applicable where travel is clearly the only reason for the visit.

Request a service walkthrough

Choose the journeys first

Customer Journey & Service Design identifies which journeys release the most value when they are shifted to remote delivery, and which will fail unless redesigned first.

Applicable where the candidate list for remote delivery remains a matter of opinion.

Customer Journey & Service Design

Moving a poorly designed branch process onto video produces a poorly designed remote process; where this is the risk, X-Shift will recommend the design work first.

Where this sits

Related

Runs onVirtual BranchThe remote branch services platform.
Applied inBanking & Financial ServicesThe primary sector application.
Deployed asVirtual Visit & Remote AssistanceRemote visits beyond branch services.
Designed byCustomer Journey & Service DesignSelecting which journeys are shifted to remote delivery first.

Also relevantCustomer Service & Case ManagementOperating Model & Governance Design

Technology that enables it

What this is built on

These are platforms that X-Shift builds and supports. Where your estate already covers one of these, the engagement becomes integration and operating model work rather than a platform deployment, and X-Shift will advise accordingly.

VirtualBranch Remote Branch Services Platform

Branch-grade service, delivered remotely.

Explore
Remote branch session
Illustrative
Live session You Specialist · Corporate onboarding SERVICE PROGRESS Identity confirmed To the standard the service requires Documents exchanged Board resolution accepted in session Form completed Guided field by field 4 Transaction confirmed Account opened, record updated DOCUMENTS Commercial registration Accepted Board resolution Accepted Complete the service The session is the service, not a step before it.

A representative view of the Virtual Branch interface, built from the product's own model.

Is this the capability you require?

Describe what is not working today, and we will advise whether this is the right answer, a smaller piece of work, or an entirely different problem.

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