TBC Bank Georgia

TBC Bank

TBC Bank

Georgia

TBC Bank is one of the largest banks in Georgia, owning more than a third of retail marketing, servicing over 1.5 million customers through a network of 135 branches. It is the second largest lender and has 30% of the deposit market.

With an award-winning multi-channel distribution platform and the highest Net Promoter scores for it’s customer experience, TBC Bank invited allen international to take the branch concept to the next level in terms of customer service delivery.

The new design reflects TBC Bank’s welcoming, user-friendly and transparent approach to banking. The redesigned branches leverage the bank’s strength in multi-channel banking and feature cutting-edge e-banking tools and technology.

The breakthrough design for the bank minimises physical and psychological barriers between the bank and its customers, thus creating a unique, customer-centric layout. The new concept was developed specifically for TBC Bank as a result of a comprehensive tailored study of the bank’s existing branches and its clients’ needs and aspirations.

Challenge


Redefine the customer experience standards by encouraging engagement with products, services and advisors.

Solution


Clearly defined zones for retail, SME and STATUS (Affluent) Banking.
Clear, concise customer journeys with interactive touch-points through the branch.

Result


Concept has been implemented in two of the bank’s branches, two more to follow.
All future branches to be based on new concept.