Enhancing Suncorp’s flagship and store experience through Digital Signage and Technology

Situation

Suncorp is one of Australia’s leading insurance groups.

Through several mergers and acquisitions, Suncorp has built a portfolio including GIO, AAMI, Apia, Shannons and Terri Scheer.

At the time of this project, Suncorp also operated a bank, and its vision was to be the destination for moments that matter. Two key priorities were elevating the customer and creating a unified marketplace enabling personalised solutions. This represented a significant shift from product-focused selling to customer-centric value creation.

Operating in a competitive market, Suncorp faced rising customer expectations around retail experiences.

The Challenge

Suncorp needed to create a unified and immersive customer experience spanning its diverse brand portfolio. The goal was establishing a comprehensive financial services destination, from traditional banking to tailored advice, that engaged customers and delivered tangible outcomes.

The Solution

Suncorp launched its new Discovery Store, in Pitt Street Mall, in the heart of Sydney’s CBD and retail precinct in December 2017. The two-storey, 446-square-metre space centred on an amphitheatre for live events and workshops.

Suncorp’s then CEO Michael Cameron said when opening the store:“We know customers fall in love with a home, not a home loan, and so in our Discovery Centre, we will be having conversations that shift the focus away from financial products to be about each customer’s life goals.”

The Discovery Store was designed to educate and inspire customers through research and purchase processes for major milestones: buying a car, home, investment property, or planning retirement.

Digital and visual media proved essential. Screens displayed seasonal content, events and promotions. Tablets helped staff understand customer needs and match them with appropriate advisers.

Chris Fleming, then Head of Stores Transformation and Optimisation, explained: “Customers are looking for more than just financial products. Our store allows us to touch over more than traditional banking products and facilitates a unique experience with a wider source of selection for customers.”

How did Engagis help?

Engagis had previously supported two Suncorp concept stores (Parramatta and Carindale), introducing innovative technology including digital concierge systems, wayfinding solutions, interactive displays and video walls.

For the Discovery Store, Engagis designed digital touchpoints across store zones:

• A large curved LED screen as the store’s hero piece

• Large interactive touch screens for customer workshops

• Medium-sized interactive screens in meeting rooms for dynamic conversations

• Smaller touch kiosks running a ‘Discovery’ app guiding customers through milestone moments

Smart and Impactful Digital Signage for Suncorp’s store network

Engagis became Suncorp’s digital media partner. Beyond the flagship stores, we deployed digital signage across Suncorp’s network. Our software enabled Suncorp to securely upload, schedule and publish content. Content automation software used pre-approved templates, accelerating localised messaging including welcome messages, staff information and events.

Across the partnership, Engagis maintained screen uptime of over 99% while supporting new solution rollouts.