Banking

Landbank Looks to Boost Digital Services to Streamline Customer Experience

State-operated Land Bank of the Philippines (Landbank) is setting its sights on minimising traditional over-the-counter transactions by encouraging its customers to utilise its digital services.

Lynette Ortiz, President and CEO of Landbank, articulated the bank’s objective to usher clients towards its digital banking services, which encompass the Landbank mobile banking application, the iAccess online retail banking channel, and the Link.BizPortal, a web-based payment platform for retail customers.

To streamline operations at physical branches, a selection of Landbank locations have been outfitted with an automated queuing management system complemented by a teller interface, aimed at reducing the processing times for in-person transactions. Future enhancements will include an online facility for pre-booking appointments, enabling customers to schedule branch visits in advance.

Since 2018, Landbank has been implementing a digital onboarding system that has streamlined the account enrolment process, cutting down the time it takes to open an account from 45 minutes to 15 minutes.

Starting in April, a new feature on Landbank’s mobile banking app will allow customers to open accounts without the need to visit a branch, providing instant access to various digital banking services such as fund transfers, bill payments, e-commerce transactions, and cardless cash withdrawals.

Lynette V. Ortiz

President Lynette highlighted the bank’s efforts to improve customer service through digital means. remarking,

“We are heavily investing in enhancing our digital infrastructure to ensure seamless service delivery across our online banking channels and traditional touchpoints,”

Additionally, Landbank is looking to expand its digital payment ecosystem by adding more government agencies, local government units, private merchants, and other suitable institutions as billers, thus broadening the scope for customers to make online payments directly.

The bank is also intensifying its efforts to promote digital adoption among its institutional clients by offering solutions like the electronic modified disbursement system for national government partners, the Landbank bulk crediting system, and the weAccess corporate internet banking platform.

Lynette assured customers of the bank’s commitment to safeguarding customer data and privacy amidst its digital expansion, stating,

“Ensuring data security and privacy is a top priority for us. We are implementing multi-layered security controls in our systems to provide safe and frictionless solutions for our customers.”

Featured image credit: Edited from Freepik