Belgium's Dexia Goes Service-Lite
Dexia's Service-Lite Transformation Is Future-Proof
Dexia is currently implementing a bank transformation programme in partnership with Diebold, a provider of ATMs and related services.
The project involves converting Dexia’s 1,000+ branches in Belgium into ‘open branches’ designed to provide customers with a more personal, value-added service. "This project, we believe, is an industry first in terms of scale," said a Diebold spokesperson, "with every one of Dexia’s Belgian branches being converted into ‘open branches’. It will also give Dexia a clear competitive edge, making it the first bank in Europe to offer cash recycling at every branch."
"The creation of the new ‘open branches’ brings Dexia to the future-edge of banking, and sets a new standard for the bank for the next 10 – 15 years." 
"There are no longer any traditional teller positions, but an open area which is welcoming and encourages clients to come into the branch. Branch personnel now have the time and the proximity to offer real value-added services to Dexia clients."
"The open branch project has also given Dexia a distinct competitive advantage. While it was the last bank in Belgium to introduce cash recycling, it will now be the first major retail bank in Europe – if not in the world – which has recycling at every branch."
The self-service area can offer a 24/7 service and the automation of all transactions helps deliver customer service suited to modern needs: better access times, immediate crediting of cash-in transactions and high security.
The project is currently in progress and a large-scale programme of refurbishment is underway. The goal for redesigning all of Dexia’s 1,000 Belgian branches into ‘open branches’ is early 2012.
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