Customers of the ABN AMRO will receive a striking extra message on their receipt in the Plus in Waalwijk from Saturday. At the back there is a helpline mentioned for people who have difficulty with their banking affairs. Whether it is about applying for a new pass, arranging an account after a death or simply getting lost in internet banking: one bell must offer a solution.
Not all customers are already familiar with the renewed receipt on Saturday. A man looks questioningly at the back. “I have no idea. I never look at my receipt,” he says laughing. Until he suddenly sees the auxiliary telephone number. “That can be handy for me. Sometimes I still have difficulty arranging my banking matters. Sometimes it doesn’t work and then I can’t pay.”
The initiative has therefore been approved by this customer. “I think it’s a handy and accessible way to help people like me.”
Bank helpline
And that is exactly what ABN Amro wants to achieve with this promotion. The initiative was started in collaboration with Seniors Brabant/Zeeland, the Eye Association and Stichting ABC. “We want to show that we are there for people and would like to help them,” says Ingrid van der Meeren, who speaks to people through the auxiliary line of ABN AMRO.
“One in six Dutch people still have difficulty with banking affairs. Then it is about people who are not completely skilled or low -literate people.” Because these people are often difficult to reach, the bank tries it from now on through the receipt. “We always try to find new ways to get this group on our radar. The receipt is a new and innovative way of making contact with this target group.”
According to Van der Meeren, people find it difficult to ask for help with banking problems, because it is more sensitive than, for example, problems with a telephone. “People feel a threshold faster when that subject is discussed.”
The promotion with the receipt must therefore offer a solution. When people call the number on the receipt, they will receive an adviser to auxiliary bank stores on the line. That adviser then tries to help the caller with the problem. “If we were not able to figure it out by telephone, we would like to make an appointment at a location as desired,” explains Van der Meeren.
The helpline is free and intended for ABN AMRO customers. Van der Meeren emphasizes that care providers, such as caregivers, can also go there from a customer, even if they are at another bank.
Experiment
At the request of Seniors Brabant/Zeeland, the municipality of Waalwijk was selected as an experiment for a month. Supermarket Plus was immediately enthusiastic about the idea and wanted to cooperate. “We think it is important to help people if the opportunity offers itself,” says Supermarket manager Stephan van Engelen.
“Through this initiative we can help people in the area who have difficulty with banking and we show that we are involved in our neighborhood. This way we can offer a helping hand and we strengthen the bond with our customers.” Whether more municipalities follow depends on the effect of this action.