Hang Seng Bank nabs HKB Technology Excellence Awards 2024 for paperless branch transformation

Its solution has streamlined customer journeys, reduced frontline servicing time, and improved overall application lead time.

Hang Seng Bank brought home the Digital - Banking category win at the prestigious HKB Technology Excellence Awards 2024 for its successful launch of a modernised touchpad in its Hong Kong retail branches, providing paperless banking services to customers, enhancing customer experiences, and improving operational efficiency.

The solution enables all customer servicing requests to be digitally captured at the counters. In addition to the basic signing function, branch tellers can assist customers by co-browsing the customer forms without the need for printing any papers. Touchpad improves customer engagement by facilitating interactive information and feedback exchange between tellers and customers. This innovation comes amidst the pain points brought by its traditional signing pad that only allows electronic signing of basic cash transactions at branch counters with the feeling of distance between staff and customer.

This paperless process not only reduces servicing time at the counter, but also eliminates costs in operations for printing, scanning, archiving, and manual data input.

Throughout the implementation process, the company has collected feedback from branch staff and customers to enhance the solution and optimise user experience. More functions and customer journeys have been onboarded on the new touchpad, reducing frontline average servicing time by 50% through the elimination of paper forms and simplification of the authentication process.

Moreover, the digital data captured at the front end not only saves operation costs and enhances efficiency, but also enables further automation and straight-through processing on the backend operations. As a result, overall application lead time has significantly decreased, which in turn has greatly improved the customer experience.

The modernised touchpad has been successfully installed in all Hang Seng Hong Kong branch counters within nine months, accelerating the transition to paperless branches.

The HKB Technology Excellence Awards celebrates innovation and excellence in Hong Kong's dynamic tech landscape, highlighting companies that lead the way in technological disruptions within their industries.

The Hong Kong Business Technology Excellence Awards is presented by Hong Kong Business Magazine. To view the full list of winners, click here. If you want to join the 2025 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Julie Anne Nuñez at [email protected].