HSBC Testing Samsung Smartwatches to Enhance Customer and Employee Experience and Cut Wait Times

HSBC Gear S3

HSBC and Samsung inked a deal to customize 12 Samsung Gear S3 watches for HSBC bankers at the company’s office in New York’s Fifth Avenue. In a first-of-its-kind pilot, HSBC frontline staff are using customized Samsung Gear S3 smartwatches to enhance customer service by making in-branch communications more seamless and efficient between team members.

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“Everything we do is centered on the customer and making it as easy as possible to bank with HSBC when, where and how they choose,” said Pablo Sanchez, Regional Head of Retail Banking and Wealth Management for HSBC in the U.S. and Canada.

The technology works by allowing employees to go beyond fixed locations like desks and offices with traditional communication channels and enjoy more freedom to communicate with each other anywhere, anytime, in order to better serve customers, says a press release.

The custom Gear S3 app for HSBC has deliver text messages that enable employees to quickly and discretely communicate about customer needs. Samsung Knox Configure will allow IT to automatically enroll new devices. They will also be able to re-configure the UI and messages based on the workflow needs.

“Our biggest asset are our people, and we believe the most innovative technology can help them free up time and be more efficient in how they communicate, which is a big win for our customers,” said Jeremy Balkin, Head of Innovation, Retail Banking and Wealth Management, HSBC US.

HSBC Gear S3

Highlights of the Samsung smart watch solution for HSBC include the following:

The cloud-based Gear S3 app includes several preset text messages, which the employees can use to discretely and quickly communicate about customer needs they frequently encounter, such as “Your 10 a.m. appointment is here.”

Using the simplified HSBC-branded watch face, employees can quickly send requests or notify colleagues of immediate service needs. The device discreetly notifies the sender when the request is fulfilled, allowing employees to pay more attention to meeting customer needs.

Gear S3 is 4G LTE-enabled, so employees can stay connected without needing their Galaxy smartphones nearby.

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Gear S3, like all Samsung mobile devices, is protected by defense-grade Samsung Knox mobile security, protecting against intrusion, malware and other malicious threats.

Initial results showed enhanced customer waiting times, as well as more efficient communication and responsiveness between team members. HSBC will also use the insights to better understand monitor peak times and identify better ways of working, so they can continue to make appropriate staffing decisions.