UnionBank beefs up customer experience with The Ark, the place where brick meets click

November 9, 2017

Let’s face it; most people don’t find going to the bank the most exciting thing to do, especially for some who have to do it on a frequent basis. But UnionBank is on a mission to change that with The Ark, its new definition of banking experience.

The Ark is UnionBank’s way of combining physical banking with state-of-the-art digital technology. Located within the Insular Life Building, Ayala Avenue corner Paseo de Roxas in Makati, it’s nowhere near any typical business center most people are used to. That’s because it evokes a sense of relaxation, a huge factor the banking giant pegs would improve customer experience.

According to Julian Aboitiz, Customer Experience Manager of UnionBank, The Ark is a place where “brick meets click.” What he meant by that is the host of amenities that engage clients both in the real world and digital realm.

On the physical side, The Ark boasts a comfortable ambiance. Upon entering, clients are greeted with professionally-trained “ambassadors” that’re at the ready to accommodate. Besides that, the place also invites with a wide, spacious feel. This comes courtesy of its modern contemporary interior design, pleasing lighting, and comfortable lounge-type couches. There’s even a space at the back for clients to spend time and sip a nice cup of coffee while waiting for an agent.

“The Ark is the only concept branch where you don’t have to fall in line or get numbers before you get serviced. Instead, what The ARK has are highly-trained bank ambassadors who are able to provide personalized service to all clients,“ Aboitiz added.

But The Ark’s main highlight is its digital offerings. For this, The Ark is the first of its kind to provide clients with tablets and mobile devices to go about with their banking needs, all while having coffee. Soon, it will even allow clients to use their own devices for an even smoother transaction.

In addition, UnionBank used The Ark’s launching as an avenue to introduce its Auto Loan Week which runs from November 6 to 10, 2017. What’s unique about the Auto Loan Week at The Ark is the way clients are accommodated.

On The Ark’s walls are giant LED screens that display the clients’ prospective dream cars. Customers can have the option to view the cars on screen or use virtual reality (VR) for a different kind of experience. This is called The Ark Exclusive Virtual Reality Showroom, the first of its kind in the Philippines. In detail, each screen can be hooked up to a VR wearable device which would allow clients to examine the car’s exterior, interior, and other details.

In view of the UnionBank Auto Loan Week, motoring journalist and TV host James Deakin graced the occasion to discuss the relevance of availing car loans to today’s transportation industry. Known for his advocacy of championing transport network service (TNVS) companies like Uber and Grab, Deakin iterated that the best time to invest on a car is now.

And that is through The Ark’s unique auto loan experience. The point he’s driving is that with UnionBank’s customer-centric and high-tech service, the better the car buying experience. This, in turn, relates to the fact that the more cars invested on TNVS, the better the transportation experience will become for commuters.

In closing, Ana Aboitiz Delgado, Deputy Center Head and Chief User Experience Officer of UnionBank, highlighted the banks’s first ever partnership with Cebu Pacific Air. In light of this, she said, “When you buy a new car through UnionBank during the Auto Loans Week here at The Ark, you can choose between receiving up to P10,000 worth of free gas or earning GetGo points to fly to Cebu Pacific’s local or regional destinations.”

About the Author

Randolph de Leon
Randy has been a car enthusiast since childhood. He's also into photography and writing. Aside from being one of jamesdeakin.ph's writers, he and his sister also run a business called DragonLight Wellness and Solutions, a company of health-oriented and business-minded people who aim to help you achieve a positive lifestyle. Check out DragonLight Wellness and Solutions on Facebook.