United Overseas Bank (UOB) has become the first bank in Singapore to launch an online appointment booking system for its branches, allowing customers to schedule visits for personal and business banking services up to 10 days in advance. This new system aims to reduce wait times and enhance the customer experience by offering a more streamlined and personalised service.
Accessible through the “Branches and ATMs” section of UOB’s website, the platform provides instant confirmation for appointments, with email notifications sent to customers. For more complex services requiring specific documents, branch staff will proactively contact customers to ensure they are prepared for their visit. This initiative is designed to minimise transaction times and avoid unnecessary repeat visits.
The service covers over 25 different banking needs, including everyday transactions and advisory services such as Banker’s Guarantee applications and updates to account particulars. For services available digitally, the system offers links for self-service options, giving customers the choice to handle matters online or in person.
Benny Chan, Managing Director of Group Channels and Digitalisation at UOB, stated, “As the first bank in Singapore to introduce instant online appointment booking across our branch network, we are making it easier for customers to plan their visits, spend less time waiting and enjoy more dedicated, personalised service.”
The system was successfully piloted over eight weeks in six branches, where customers with appointments experienced an average wait time of seven minutes, significantly shorter than the 15-minute wait for walk-ins. The platform has been well-received, particularly by customers over 50, who made up nearly half of the users during the trial. This development is expected to improve resource allocation and enhance overall customer satisfaction.
