TD’s “Branch of the Future” offers multi-channel banking
WINDSOR--TD Canada Trust has opened a multi-channel banking centre in downtown Windsor, Ontario, where it combines technology and human contact to offer retail, commercial and wealth management services.
The bank’s three 10,000-square-foot levels are all open plan, with staff encouraged to be available, on show and sociable. Closed offices do exist, but they are only reserved for private meetings with clients. “Everyone is on stage and virtually all employees are customers-facing,” says Derrick Cresswell-Clough, District Vice President, TD Canada Trust.
Level one, reserved for retail banking, has a lounge and beverage station, where customers can linger and read newspapers. They also have access to web kiosks for online banking and news. A Community Wall displays a pictorial story of the local area.
Digital displays around the hall inform customers of bank services. “These displays take the place of paper leaflets that you would normally see in bank lobbies,” says Cresswell-Clough. Other facilities include a shredder and a coin counter where customers can pay coins into their accounts or exchange them for notes. The branch is wheelchair accessible and is equipped with four full-service TD Green Machine ATMs.
The second floor of the bank houses the wealth management operations of the bank, while the third floor is home to commercial banking. Wealth management includes TD Waterhouse Investment Advice, TD Waterhouse Discount Brokerage, TD Waterhouse Private Client Services and TD Waterhouse Financial Planning.
“We like to see our customers, and we wanted to create a space that was both professional and welcoming, where customers would want to visit,” says Cresswell-Clough. “And we have found that people do use that space. Whether they are waiting to see an advisor, or just have a place to sit, they will come here and use the facility.”
Opening the new centre is in keeping with TD’s motto, “Banking can be this comfortable”. “This is a bank branch that doesn’t feel like a bank,” says Cresswell-Clough.
The Windsor branch is the second of its type opened by TD, drawing on the bank’s experience of a similar branch opened in Brampton, Ontario. “The Windsor economy was hit hard by the recession and we wanted to be part of the economic recovery of the area,” Cresswell-Clough says.