Bank of Montreal (BMO) has opened a new Smart Branch in Winnipeg as part of a new rollout format across Canada

In recent years, BMO has invested heavily in its technology infrastructure. The new Smart Branch aims to create a more engaging banking experience for customers.

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BMO has launched several Smart Branches that have more of a relaxed ‘café feel’ to them. The bank says this allows customers to feel more welcome when they enter the branches.

Bringing together advice-based services and the latest digital technology, these Smart Branches harness different methods of biometric authentication. These include, behavioural analytics and AI to develop tailored and seamless services. Customers will be able to manage their daily finances with much more ease.

John MacAulay, senior vice president of Prairies and Central Canada Division at BMO Bank of Montreal, said: “We listen closely to our customers’ needs and expectations; in a lot of cases, the insights we learn help to drive innovation as the pace of change within our industry increases.

“With the new branch format, our customers can now handle day-to-day transactions on their own in a more efficient and convenient manner in branch, while also benefiting from the assistance of the staff for more complex financial needs such as mortgages and investment products in an open-concept, relaxed environment without service line-ups or teller counters.”

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Smart Branch features

The new Smart Branch format is a reflection of BMO’s commitment to investing in both its digital and physical channels to enhance every customer touch point, and features the following:

  • Smaller square footage and an open concept design without service line-ups or teller counters. This creates an environment where customers can have more relaxed and open conversations about their financial needs
  • Self-Check-in Hubs, which alert branch staff via instant message when a customer arrives for an appointment, including the specific reason.  Customers no longer find the process time-consuming.
  • ATMs that offer the option of selecting money denomination when withdrawing funds
  • Bankers are equipped with laptops and tablets to help customers. Assistance with the new bank technology will be provided to support a customers’ financial needs
  • Free Wi-Fi available for customers

The Smart Branch is located in a high growth area of the city. This has presented BMO with the opportunity to drive the presence and popularity of its new Smart Branch.