HSBC is equipping staff members at a Manhattan branch with Samsung Gear S3 smartwatches for a pilot designed to see how mobile technology can improve employee communications and customer experiences.
A dozen employees are taking part in the pilot, which sees them strap to their wrists Gear S3s that have been specifically configured to feature an HSBC enterprise app.
When a customer enters the branch, they’re greeted by an employee who asks them how they can help. By using preset messages built into the app, the staffer at the front desk can send an instant alert to the branch associate who can best help. The associate can use their watch to reply immediately, indicating whether or not they can help.
The watches are also designed to help the branch manager keep in better touch with employees who are spread over three floors. For instance, an associate can ping the manager when they need support such as an override. The manager can also communicate with an individual or the whole team.
HSBC is planning to expand the pilot to a Dubai branch ahead of a possible wider rollout if it proves a hit in terms of technical feasibility, user adoption and changes in wait time and response time.