In recent years, the functions of bank outlets have increasingly migrated to the Internet and mobile phones. A mobile phone is equivalent to a branch, and more than 95% of retail business can be handled through mobile phones. Therefore, the number of times of going to the bank's offline branches to handle business has gradually decreased. At the same time, the number of bank physical branch closures continued to increase.
"With the rise of bank network channels, while the flow of people and business volume is gradually decreasing, the rent and labor costs of branches have risen, and inefficient bank branches have become a burden on the cost side of banks." An insider of a joint-stock bank said, " "Financial No. 1 Court" stated that, as a result, many banks continue to promote the intelligent transformation of offline outlets while developing online business. "Z1z
" outlets are the most expensive service channels of banks, the most difficult to manage, and the most risk-intensive service channels. If the distribution is scientific and reasonable, the functions are fully utilized, and the services can meet the needs of customers, then the outlets are good marketing networks, trading platforms and service places. On the contrary. , Outlets will become a huge burden and burden for banks.” Dong Ximiao, chief researcher of China Merchants Union Finance, said in an interview with the “Financial No. 1 Institute” that in the digital age, outlets should be positioned as supplements to online channels and the promotion of online channels should be accelerated. The integration and linkage of downstream services will promote the synergy of service channels and the integration of resources, and stimulate outlets to perform functions that are difficult for online channels. According to information disclosed on the official website of the China Banking Regulatory Commission, in the first half of 2020, 1,332 bank outlets across the country have ceased operations. The reporter found after statistics on the financial license information platform of the China Banking and Insurance Regulatory Commission that since July this year, as of November 19, the list of withdrawals of commercial banking institutions showed that a total of 1,430 bank outlets had ceased operations. This means that as of November 19, 2762 bank outlets have ceased operations this year.
Indeed, in recent years, the number of bank outlets is gradually decreasing. The reporter checked the annual reports of some banks in recent years and found that the number of bank outlets has shown a continuous downward trend. Taking the Industrial Bank for example, the number of business outlets of the bank from 2016 to 2019 was 16,429, 16092, 16004, 15,784.
"Behind the closure of most bank outlets, profitability is the main reason." A bank insider told reporters that with the advancement of banking business online, bank outlets' customer flow and business volume are shrinking. The higher operating expenses of branches make it difficult for revenue to cover costs, so the trend of bank branches shrinking is accelerating. "Z1z
, a relevant person in charge of a joint-stock bank in a third-tier city, told reporters that one of the most important reasons for the bank to accelerate the withdrawal of inefficient outlets is the high operating cost. "Taking a small branch as an example, it costs 5 million yuan a year. -10 million yuan, including a series of costs for personnel, venues, office equipment, etc. Dong Ximiao, chief researcher of
China Merchants Finance, told the “Financial No. 1 Institute” that, especially in recent years, with the booming financial technology and profound changes in customer behavior, bank branch functions and services are facing tremendous impact. On the one hand, the Internet and information Technology provides strong support for mobile banking, smart customer service and other service methods. More than 95% of retail business can be handled through mobile phones. On the other hand, customer behavior is undergoing changes. More and more customers prefer digital and mobile service experience, which makes it difficult for outlets To meet the needs of customers to obtain services anytime and anywhere.
offline business volume reduction
accelerated online transformation
bank branch closures accelerated, and this is also the result of banks' increased integration of online and offline operations in recent years.
"banks have exceeded 90% Of offline businesses have moved online, such as online loans, investment and wealth management, transfers and remittances. "A lobby manager of a joint-stock bank told reporters that due to the convenience of online operations and the diversity of functions, customers rely less and less on offline outlets.
"It turns out that our outlets have a daily passenger flow of about 100 people. , Now the daily passenger flow is only dozens of people. "The person in charge of a branch branch told reporters: "The personal business at the counter is now significantly reduced. Except for the necessary cash business, customers are basically accustomed to online processing, and most of them are elderly and corporate customers who come to the counter to handle it. While developing online business, banks continue to promote the intelligent transformation of offline branches. It is understood that the introduction of smart teller machines, smart cash teller machines, ATM machines and other self-service equipment to achieve "no queuing" and "no waiting" "And "free of labor"Services" promoted the transformation of outlets. Z1z
"Financial No. 1 Courtyard" found at a branch of a state-owned bank branch in Haidian District that compared with a year ago, the layout of the bank lobby has undergone significant changes. Except for the reservation of counters and some waiting areas , Other spaces have been transformed into smart service areas, and multiple smart teller machines have become “staff” at the bank branch. The lobby manager of the bank first stepped forward to ask about the needs, and guided the reporter to the corresponding self-service The reporter noticed that fewer people go to the counter to handle business, and customers basically concentrate on the smart teller machine to handle the business. The value of
is that the smart teller machine integrates the business process of the counter, which originally took a long time The business can be handled in a short time. For example, in counter transactions, there are a lot of cash transactions such as deposits and withdrawals, and the outlets need to provide a lot of manual services. With the use of smart teller machines, customers can quickly and self-help deposits, withdrawals, and transfers According to data from the China Banking Association, as of the end of 2019, the total number of branches of China’s banking financial institutions reached 228,000, which was a decrease of 0.06 million compared with the total number of 228,600 business outlets in 2018. However, due to bank branches The trend of intelligent transformation of the company continues. In 2019, the number of renovated business outlets exceeded 10,000, to 15,591, an increase of 7,585 compared to the 8006 renovated business outlets in 2018.
Of course, mobile banking, online banking Rapid development does not mean the demise of traditional offline outlets.
"For banks and customers, outlets still have unique value. As the bank’s basic distribution channels and service windows, outlets play an important and irreplaceable role in establishing service brand images, selling complex financial products, and high-end customer relationship management. Especially for small and medium-sized banks and county areas, outlets are still an important support for the development of inclusive finance and serving the small and micro public. Dong Ximiao, chief researcher of China Merchants Union Finance, told the "Financial No. 1 Institute" that in the future, bank branches should not be just a point, but a network. The transformation of the branch should not only reduce customer queue time, transform business halls, and standardize product sales. To start with specific issues such as process, it is necessary to start and solve the "top-level design" such as development strategy, corporate governance, and business transformation. Z1z
further pointed out that the next step is to promote the transformation of outlets to light, intelligent, and scenario-based, and to increase radiation Ability and service tension, together with online channels, provide customers with “AAA” (anytime, anywhere, anyhow) services at any time, any place, and in any way. More importantly, we must use this as an opportunity to promote banks from “funding” "Intermediary" transformed into "service intermediary" and became a comprehensive provider of financial services to meet the diverse and personalized needs of financial consumers. Editor: Zhou Shangtang Editor-in-chief: Li Wen
Final review: Fangye Ma/Zhiwei Zhang
