No. 2_2008Bank journal

Bestpracticeat the ChinaMerchants Bank

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ImTrend_Editorial

Dear Reader

Apart from KEBA’s domestic markets in Austria and Germany, China and Romaniaconstitute two regions that are examined in this edition of “Im Trend.” You can learnmore about the Chinese financial world, gain an insight into the China MerchantsBank and gather information about the Chinese service network for KEBA ATMs.In addition, there are articles about the positive experiences of the UniCredit TiriacBank with the KePlus R6 and “Success stories” relating to Austrian and Germanfinancial institutes. Last, but least, this issue of “Im Trend” not only contains interes-ting specialist articles about KEBA banking and service automation, but alsoconcerning the company’s latest trade fair successes.

May I close by wishing you pleasurable reading and a successful start to 2009.

Yours sincerely,Franz BergerKEBA Banking and Service Automation Business Unit Manager

Contents

Best practiceat the

ChinaMerchantsBank

14 Green cash handling –environment-friendly KEBAcash recycling!

16 The teller assistance unitwith cash cycle technologyand fitness check

Leader:

Products:

International:

10 KePlus R6 machinesfor the UniCredit TiriacBank

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Imprint:Owned and published by KEBA AG, 4041 Linz,Gewerbepark Urfahr, Postfach 111, Tel.: +43 732 7090-0,E-mail: keba@keba.com, www.keba.com.Editors: Helena Balaouras, E-mail: bal@keba.com,Uta Apfelknab, E-mail: apf@keba.com, Layout: AndreasMair, E-mail: mai@keba.com, Editing: Helmut Maresch

Please contact usfor further information

KEBA AGPostfach 111A-4041 Linz

Fax: +43 732 7090-0E-Mail: keba@keba.com

Service automation:

29 The Danish Post Officeorders another 60 KePols!

30 A huge success with atiny terminal!

32 DHL cracks the million limitwith the “Packstation”

Events, news:

2626 victor conference and gala

27 KEBA at the SparkassenContact Days

28 KEBA starts sellingNovotech coin depositsystems in Germany

KEBA at the IT Forum 2008

Success stories:

18 The latest KEBA technologyfor an innovative savings bank

20 A forum for contacts

23 Almost a perpetuum mobile

24 Cash recycling in practice

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ImTrend_Leader

As Dr. Ma Weihua, the president andCEO of the China Merchants Bank,explains, “Our culture of innovationcommenced in 1995 with the introduc-tion of the all-in-one card. This allowsour customers to complete virtuallyevery banking transaction on a self-service basis. Our mutually fruitful in-novation partnership with the AustrianKEBA AG also dates from this time.This teamwork has continued up totoday, KEBA having supplied us withmore than 2,000 multifunctional bank-note recycling ATMs, which offer maxi-mum ease of operation and reliability.”

In September 1999, the CMBlaunched its “all-in-one net” Internetplatform and thus established a further,innovative milestone. Indeed, withinjust a few years the “all-in-one net”

The China Merchants Bank, which was founded 21 years ago, isone of China’s most progressive financial institutions. It is the firstChinese bank to successfully extend its business activities to theretail banking sector and to this end has established a tightly knitnetwork of self-service bank branches. The CMB was also one ofthe first Chinese banks to switch traditional banking transactionsto the Internet and is currently a leader in the Internet bankingsector. Moreover, the Bank started to provide its customers withbanking cards at any early stage with the result that it is by far thelargest Chinese supplier of debit and credit cards.

The China Merchants Bank, which has itsheadquarters in Shenzhen, is not one of

China’s very biggest banks, but is regardedas the nation’s innovation leader and one

of its most progressive financial institutes.

Best practice at the

China Merchants

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established itself as the most importantclearing platform for e-commerce inChina and in 2003, the CMB won anaward from the respected InternationalComputer World Honors Program(CHP). Moreover, four years ago, theCMB became the first bank in China toopt for the promotion of business inthe retail and SME sectors. Since thisdecision, in the reseller segment alone,the bank has shown average annualgrowth rates of nine per cent.

Special card offers

Since the launch of the all-in-one card,the CMB has continually expanded itscard range. In the meantime, there arespecial offers for administrative white-collar workers, businesspersons,young women and Chinese Internet

trading platforms. As at June 30,2008, the CMB had issued no lessthan 46.46 million all-in-one cards, ofwhich 2.9 million alone were suppliedin the first half of 2008. In addition,

during the same period, 3.14 millioncredit cards were sold with the resultthat the numbers of CMB credit cardsin current circulation rose to 15.4 mil-lion.

140,000

120,000

100,000

80,000

60,000

40,000

20,000

2002 2003 2004 2005 2006 2007

Founded 21 years ago with equity of EUR 10 million, today the CMB has equity of aroundEUR 8 billion and total assets of roughly EUR 140 billion.

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Bank

A tightly knit ATM network

People in China needing money preferto make withdrawals via ATMs. Espe-cially in the big cities there are tightlyknit networks of terminals, which arealso nationally designated as ATMs(Automatic Teller Machines). The firstATM went into operation in the Beijingmetropolis, which has around 17 millioninhabitants, some twenty years ago.Today, approximately 130,000 suchmachines are available throughoutthe country and generally offer cashpayment, transfer, account enquiry,chequebook and bank settlement ser-vices. In the meantime, the Chinesepopulation is well equipped with bank-ing cards.On the March 31, 2008, closing date,1.58 billion (!) banking cards were in

circulation with the vast majority ofholders (93.4%) owning debit cards.However, the largest growth ratesrelate to the credit card area, wheresome 105 million cards are in circula-tion. The only inter-bank transfersystem is operated by China UnionPay,which was launched in March 2002and comprises a union of the Chinesebanks issuing cards under the auspi-ces of the Chinese Central Bank. Atthe end of March 2008, 203 banksbelonged to the UnionPay, including35 foreign member banks.

China’s finance market

In recent years and especially sinceaccession to the WTO (World TradeOrganization), the Chinese governmenthas been pushing ahead with the

reform and opening up of the nationalfinancial market. The Chinese banks,which form the main market elementhave profited greatly from this develop-ment, their accumulated total assetsrising between 2002 and 2007 fromEUR 2,370 billion to EUR 5,260 billion.During the same period, the number ofbad commercial bank loans droppedfrom 24% (2002) to 7% (2007). Thepre-tax profits of the most importantcommercial banks also rose from EUR3.6 billion to EUR 30 billion.

Similarly high growth rates were alsodemonstrated by the insurance sector,the number of suppliers having trebledto 110 between 2002 and 2007.Half of these companies are of foreignorigin and on average their accumula-ted total assets have risen annually by

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ImTrend_Leader

18% to stand at EUR 3,000 billion.In 2007 alone, some EUR 70 billion inpremiums were obtained, which wasthree times the figure achieved fiveyears previously.

Securities business was no lesssuccessful, the total assets of thenation’s 59 funds, which include28 joint ventures, literally explodingfrom EUR 8 billion (end of 2001) toEUR 310 billion (end of 2007).

Profits from the consumerrevolution

Since 1978, China’s GDP has risenannually by an average of 9.8% and inspite of the international, financial crisisthis trend also continued in 2008. At thebeginning of November, the Chinese

Bureau of Statistics announced that inthe first nine months of the year, theChinese economy grew by 9.9%.China is now the world’s largest cosum-er of grain, meat, coal and steel andthe country’s production capacity isexemplified by the daily manufacture ofover a million tonnes of steel, more than14 million pairs of shoes and over 50million articles of clothing.

Economic expansion has been accom-panied by the growth of a new middleclass. According to Merill Lynch, some300 million Chinese already disposeover assets of between EUR 100,000 –300,000 and a stable family income ofEUR 6,000 – 50,000. The World WealthReport for 2005 identified no less than320,000 Chinese millionaires on a dollarbasis. As a result, there is huge

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Due to high levels of cash in circulation,ATMs play a central role in China. WhileEuropean bank branches are generallyequipped with one or two cash recyclingmachines, in China it is perfectly possibleto find them in rows of ten.

„ People in Chinaneeding money preferto make withdrawalsvia ATMs. Especiallyin the big cities there

are tightly knit networksof terminals. “

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demand for financial services through-out Chinese society. Payments withcredit cards, instalments, overdrafts,mortgages and asset management,as well as similar financial activities areincreasingly popular and above all, offerinnovative banks major opportunitiesfor growth.

The CMB in close-up

The China Merchants bank was found-ed in Shenzhen in 1987 with onecounter and a total of 36 employees.21 years later, the bank numbersamong the most important in Chinawith 41 branches in the nation’s largestcities, 553 additional branches through-out the country, a staff of 22,000 and1,000 correspondent bank links inover 80 countries. The bank has some35 million retail accounts with around300,000 top customers and roughly250,000 business customers. Onaverage, total bank assets rose by29 per cent annually between 2002and 2007 alone. Since April 2002, theCMB is listed on the Shanghai StockExchange (SSE) and is thus one of thecountry’s twelve joint, stock and

corporate banks. The largest share-holder (approx. 18% of stock) is theChina Merchants Group, which alsoincludes the logistics company, ChinaMerchants International Holding.Among other activities this is involvedin shipping, port operations and theproduction of paints and dyes. Asopposed to the majority of the largerChinese banks, the CMB does nothave a major, foreign shareholder.

A top performer among theChinese banks

In terms of total assets, the CMB isChina’s sixth largest bank and is arecognized brand in the domesticmarket. For the past four years, theChinese Banking Control Committeehas constantly placed the CMB firstin the internal rankings of the commer-cial banking corporations in China.The receipt of awards has also repeat-edly underlined the leading role of thebank among Chinese financial institu-tions. In the 2007 China FinanceFengyun Billboard, the CMB was des-ignated as having “The best bankingsystem in China”, “The most satisfied

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customers for online banking servicesin China” and “The most satisfiedcustomers for credit card services inChina.” Moreover, the bank’s CEO, MaWeihua, was selected as “The mostoutstanding banker in China.” Thehighly reputable business magazine,“Euromoney” selected the CMB as thebest bank in China in both 2005 and2007, while the “Wall Street Journal”listed the CBM second among China’sten most respected companies.

Efficiency and quality instead of“iron traditions”

CEO Ma Weihua, “The development ofthe Merchants Bank has been so rapidbecause we have benefited from theexcellent economic and financial situa-tion created through the reform andopening up of China. The headquar-ters of the China Merchants Bank islocated in the Shenzhen economiczone. Shenzhen is quasi a testingground and a pioneer in the processof Chinese economic reform and liber-alisation. This fact has offered theMerchants Bank a singularly liberalsituation for innovation and develop-

ment. In addition, we had the courageto break with certain Chinese bankingtraditions. We have abolished the “ironrice bowl”, which excluded sackings,the “iron salary”, which ruled out cuts,and the “iron chair”, which meant thatmanagers could not be downgraded.These have been replaced by anemployee incentives scheme basedon efficiency and quality.Last, but not least, from the beginningwe adopted an attitude to our custom-ers, which differed from the Chinesenorm. We introduced flowers and milkinto the branches, we work from astanding position, smile and most un-usually for China, approach the cus-tomer directly. Right up to the present,our service philosophy is derived fromthe sunflower, which means that for usthe customer is the sun and the Mer-chants Bank, the flower. Accordingly,as the bloom follows the sun, weorientate ourselves towards the cus-tomer and offer top quality service.”

Full coverage equipment servicing

An important aspect of this service isthe full coverage, servicing network

available for the KEBA ATMs with cashcycle technology that the bank has inoperation. 120 service engineers are inaction for CBPM-KEBA, a joint ventureof the KEBA AG. They ensure the per-manent availability of a total of 3,000ATMs. The CBPM-KEBA head officeis located in Beijing, while the serviceorganization is divided into five regionswith fixed service units in the country’s34 largest cities.

Special priority was allocated to thesmooth servicing of the KEBA ATMsduring last August’s Olympic Games.Both the expected increase in trans-action volume and the various environ-mental and security restrictions im-posed by the Chinese governmentconfronted CBPM-KEBA with a num-ber of logistical challenges. For exam-ple, during the Games, cars could onlybe driven on every second day accor-ding to whether their number platesended with an odd or even number.Accordingly, the service teams at theGames’ venues were reinforced, theavailability of spare parts and consum-ables increased, and reaction timesreduced to a minimum. �

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ImTrend_International

The merger of the HVB Tiriac Bankand UniCredit Romania in July 2007resulted in the creation at a stroke ofRomania’s fourth largest bank. Thishad the declared strategic objective ofrapid organic growth at a time thatcould not have been more favourable.The pace of expansion in the bankingmarket and banking competition inRomania is virtually without global par-allel, as underlined by a glance at thebalance of the UniCredit Tiriac from

20071). As compared to 2006, totalassets increased by around 10.7 %,loans to customers were up by 20.5 %and customer deposits were roughly15 % higher. At the end of 2007, thebank had almost 600,000 customers,including over 45,000 companies.

Continuing economic growth

The basis for this success is providedby the Romanian economy, which for

Since mid-November, the UniCredit Tiriac Bank’s thirty KePlus R6 ATMs have been running at fullspeed. These machines form the technical heart of the new branches with which the bank is expan-ding in Romania. All cash transactions are conducted via the ATMs and counter staff is no longerenvisaged. Instead, bank personnel focus exclusively on sales tasks. With this in mind, the decisionof the bank’s management to purchase the KePlus R6 was prompted primarily by the machine’smature recycling technology, the software services offered and the speed of implementation.As Cristian Cosmescu, the Business Network Development Manager of the UniCredit Tiriac Bankexplains, “In view of the high levels of cash circulation, recycling is the key to bank branch effective-ness in Romania.”

R6s for the UniCredit

a number of years has been growingfaster than the EU15 average. Roma-nia’s GDP practically doubled between2004 and 2007 alone, rising from EUR60.8 billion to EUR 114.7 billion. More-over, GDP growth of over six per centis anticipated for 2008, while the EU15 are on the brink of recession.Above all, the Romanian economy hasbeen fuelled by the sizeable increasein investment within the framework ofEU-financed projects and uninterrup-ted high levels of consumer spending.In 2007, average net monthly wagesamounted to EUR 317, which was acomparatively low figure, but nonethe-less almost 40 %(!) higher than in thepreceding year2). Further, significantimpetus for the economy is providedby the money that expatriate Roma-nians send back to their homeland.According to estimates from the

Romanian National Bank (BNR), in2007 these sums amounted to somefive billion euros and the trend is up-wards. The percentage of this amountactually physically transported into thecountry is dropping, while the volumeof bank transfers is rising.

Thirty new bank branches infifteen months

In the roughly 18 months since themerger, the UniCredit Tiriac hasopened over thirty new branches.These are all small units and follow anidentical concept, as explained byDaniel Ghiulea, the bank’s OperationsChannels Manager, “We operate thesebranches with reduced teams, whichare seldom involved in operational pro-cesses and transactions and cantherefore concentrate on their sales

assignments. They focus on the sale ofsavings and home savings products,financing and insurance, etc. Wehandle cash-related transactions ex-clusively via our multifunctional ATMsand the employees in these smallbranches have practically no contactwith cash.”

Recycling is the key technology

The recycling technology provided bythe KEBA systems plays a key role inthe substitution of cash business.Daniel Ghiulea, “Cash recycling is themain reason why the use of ATMs is soefficient. We encourage SMEs to per-form cash-in operations and individualsto complete cash-out operations, thusminimizing the cost of processing andtransporting cash. At the same time,by decreasing the number of

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Tiriac Bank

In view of our high cashcirculation levels, automa-tion is the key to efficientbanking in Romania.

Cristian Cosmescu,Business Network DevelopmentManager, UniCredit Tiriac Bank

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ImTrend_International

The UniCredit TiriacBank S.A. in brief

• Total assets EUR 3.7 billion• 153 branches• Approx. 600,000 customers

The UniCredit Tiriac Bank is theproduct of the merger of the BancaTiriac, which specialized in individualand SME business, the HVB Bank,which primarily served major corpo-rate companies and multinationals inRomania, and the UniCredit Roma-nia, which focused on medium-sized companies. In combination,these banks now form one of thecountry’s leading banks. 40 % ofbank stock is owned by the formertennis star, Ion Tiriac, whose TiriacHoldings Group (vehicle trading, realestate) will have sales in the currentyear of around EUR 2.2 billion andthus join Romania’s leading compa-nies in terms of sales (OMV/Petrom:EUR 3.76 billion, Lukoil: EUR 2.29billion, Dacia: EUR 2.15 billion,Arcelor/Mittal: EUR 2.0 billion) 3).

necessary employees, we have beenable to reduce our service and main-tenance costs and last, but not least,we need less floor space for the bran-ches, which has a positive effect onrent expenditure.”

Another important feature of the KEBAATMs in use at the UniCredit Tiriac istheir exchange function. As previouslymentioned, large sums of foreignexchange are sent to Romania andtherefore the R6s not only accept theleu, but also euros and US dollars.Furthermore, in order to be able topay out the most precise amountspossible with a minimum denomina-tion of 1 RON = approx. EUR 0.27,the UniCredit Tiriac has adopted anextremely pragmatic approach byrounding to 1 RON. In addition, usingthe KEBA ATMs customers can alsosettle accounts by cashless paymentand internal transfers.

Access to top quality services

Moreover, as Cristian Cosmescu adds,“We have created a win-win situation.Using the ATMs, our customers have24-7 access to first class banking ser-

vices. This is especially attractive toour corporate customers, who oftenrequire certain cash services after nor-mal banking hours. The ATMs are fast,secure and from the perspective ofthe customers, more favourable thancounter business, even if they do notpossess a banking card. In suchcases, one of our staff provides a cardfor a one-off transaction. As far as the

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bank is concerned, due to the multi-functional ATMs it has its cost struc-ture under better control because it cannow offer the least profitable serviceswith markedly lower overheads.”

Customized by KEBA

Following comparative test installationsin spring 2008, in May UniCredit Tiriac

selected KEBA as the supplier for thefirst thirty cash recycling machines atits branches. This also represented aninitial order for KEBA AG from the Uni-Credit Group. Apart from being im-pressed by the overall concept of theKePlus R6, first and foremost the cus-tomer was convinced by KEBA’s inter-national references and the shortdelivery time offered by the company.In fact, all the machines were in thefield by the end of October, which waspossible due to the fact that KEBA hasits own subsidiary in Romania. This notonly undertook the installation andstart-up of the machines, but also theappropriate software adaptation andimplementation. In addition the KEBAsubsidiary has also assumed respon-sibility for the servicing and repair ofthe machines for the next three years.

Mobile service teams

KEBA is the only supplier of ATMs withits own branch in Romania. As a result,it can offer both customer and marketproximity. From KEBA’s perspectiveboth are highly attractive as the needfor automation among Romanianbanks is enormous and the willingness

to invest clearly evident. This is under-lined both the expansion plans of theUniCredit Tiriac described here and theBanca Comerciala Romana (BCR) Thismajor bank, which was purchased bythe Erste Bank Group at the end of2005 already has KEBA R5 ATMs inoperation.

The KEBA S.R.L. branch in Bucharestwas founded three years ago and itsmain assignments involve the sale andcustomizing of machines in line withRomanian requirements and softwaredevelopment. In addition, the Roma-nian subsidiary is also answerable forthe installation and maintenance of allKEBA machines in Romania and forthis purpose has created an effective,mobile service crew and a local stockof spare parts. Alexander Pühringer,the KEBA S.R.L. CEO, “Our aim inRomania is to prepare package solu-tions together with local banks, whichwill stand out due to maximum prof-itability and customer acceptance.” �

1) Bank Austria, Annual Report 2007, CEE Division.2) German-Romanian Chamber of Commerce:

Romanian Economic News from August 27, 2007.3) Allgemeine Deutsche Zeitung for Romania, online

edition from June 10, 2008.

„ It is evident that a bank branch, which handles its entire cash business viaATMs is bound to be less expensive to run and more efficient than a branchwith counter staff. Today, this applies equally to Romania, Germany andAustria.“

Cristian Cosmescu, Business Network Development Manager, UniCredit Tiriac Bank

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Increasing CO2 emissions generated through the use offossil fuels such as coal, oil and natural gas are regardedas the main cause of global warming.

Green cash handling –environment-friendly KEBA cash recycling!

In 1997, the Kyoto Protocol wasagreed as a supplement to the UnitedNations Framework Convention onClimate Change (UNFCCC) with theaim of cutting CO2 emissions and reduc-ing global climate change with all itsnegative consequences. For the firsttime, the Kyoto Protocol establishedbinding target values for greenhousegas emissions and foresaw averageannual cuts in emissions during theobligatory period (2008 – 2012) of5.2 % as compared to 1990.

Reduced environmental impactthrough cash recycling

Traffic continues to be one of the“problem children” with regard to theachievement of emission reductiontargets. According to ECRA Emission

„One cashrecycling devicealone savesthe volume ofCO2 emittedby 174 cars.That is greencash handlingfrom KEBA!“

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Certificate Registry Austria GmbH thissector has failed to demonstrated a re-duction in greenhouse gas emissionsand on the contrary, shows an increase.

The trips made by money transporters,which emit roughly 280 g of CO2 intothe atmosphere during every kilometredriven, also contribute to environmen-tal pollution. Therefore, the reduction ofsuch journeys by means of cash recy-cling constitutes a contribution to envi-ronmental protection.

Emission savingsin figures

According to data from GSA (Geldser-vice Austria) a money transporter re-quires around 60 stops per ATM andyear. In addition, some 15 km are

travelled between stops, which meansthat every year the 1,700 ATMs sup-plied by the GSA cause roughly102,000 stops, a total of 1,530,000km driven and the consumption of306,000 l of fuel. This adds up to CO2

emissions of 428,400 kg p.a.Conversely, through a closed cashcycle, cash recycling reduces the num-ber of stops by 50 or even 70 percent, which leads to a significant cutin greenhouse gas emissions! �

Kendo CM24 and Kendo CM18are teller assistance units fittedwith cash cycle technology andfitness checks for the optimumorganization of the cash pointarea.

with cash cycle technology and fitness check

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assistance unitThe teller

TThe advantages of Kendo emanatefrom a closed, local cash cycle and theguarantee that banknotes are suitablefor circulation. This means that depos-ited notes are automatically scrutinized,checked with regard to their authen-ticity and fitness, and fed to the appro-priate note store. As a consequencethey are immediately available for thenext, precise withdrawal and theamounts of cash kept at the counterare reduced to a minimum.

The Kendo system also offers an opti-mum response to the prevailing spatialand organizational requirements. TheKendo CM24 provides standing opera-tion, while the CM18 allows a sittingposition and therefore both machinesassist bank personnel during cashtransactions. Naturally, the machinesare also suitable for online integrationinto existing bank computing net-works.

Cost-efficient cash handling

Both teller systems dispose over adeposit unit, which is capable of auto-matically recognizing and checking

notes paid in bundles of up to 200.This virtually automatic cash handlingenhances customer satisfaction levelsdue to a reduction in waiting times andalso raises cost efficiency due to theprofitable use of personnel in the con-sulting area.

Simple cash handling

The Kendo CM24 offers a withdrawalunit on both its operating surfaces,while the Kendo CM18 has a singlewithdrawal unit. The safes do notrequire opening for filling and empty-ing, are available for use by severaloperators and dispose over an opera-ting panel for the display of status re-ports. All the main components areeasily accessible, which ensures sim-ple servicing, while cash settlementand transfers are simplified throughinternal position management.The KEBA teller systems eachpossess eight roll storage mod-ules, which can be filled with anydenominations and currencies.

• The Kendo CM24 has four roll stor-age modules with capacity for up to

1,000 banknotes/roll and four rollermodules with a capacity for up to500 banknotes/roll, which providestotal storage capacity for 6,000banknotes.

• The Kendo CM18 has eight roll stor-age modules with capacity for up to500 banknotes/roll, which providestotal storage capacity for 4,000banknotes.

Safe cash handling

The Kendo CM24 and Kendo CM18are available with differing safes. Therespective security wishes of bankscan be met with everything from a daysafe to an UL 291 and a CENIII.In addition, each KEBA teller systemoffers two secured bank (cash) boxes.The Kendo teller systems can be con-nected to bank systems as requiredby means of an RS232 interface or viaEthernet. The fact that cash reservesare constantly under lock and keygreatly reduces the risk of robbery.Moreover, should such an emergencyoccur, the Kendo can activate a silentalarm. �

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A closed cash cycle

• Cash authenticity and fitness checks• Deposits and withdrawals of eight differing

types of banknote• Eight roll storage modules• Automatic banknote recognition• Two secured bank (cash) boxes

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The latest KEBA technology for

The new Sparkasse branch in theREIZ shopping centre in Neuruppin,which was opened in October 2007,sets exceptional benchmarks andserves as a magnet for customersfrom throughout the local region. Thebranch has no doors and thus theinterior is open, light, friendly andtransparent. In addition, it also offersthe same opening hours as the shop-ping centre and therefore bank custo-mers can complete deposits andwithdrawals and non-cash transac-tions between 7 a.m. and 10 p.m.

During consulting business hours, thebank employees look after their cus-tomers in four open and easily acces-sible niches while an island located inthe middle of the bank covers themost important self-service area. Thisnot only contains two ATMs and twoRondo 4print+ machines, but also aKePlus R6 cash recycling system.For ease of servicing, the height ofthe self-service island is adjustable,thus permitting simple access to thetechnical components of the equip-ment. For normal operations, theisland is simply hydraulically lowered.

The Sparkasse has long been a KEBAcustomer and was extremely satisfiedwith the company’s Rondo4 cash-cycle +R5. Accordingly, it opted forthe R6, which has succeeded the R5and offers improved performance,design and ergonomics. Moreover,this new technology fits in perfectlywith the Sparkasse’s modern concept.

Logically, an R6 in a shopping centreis largely used for withdrawals, whichcan be smoothly completed in five,ten, twenty and fifty euro configura-tions. And although the ATM must berefilled every three days, the branchmanager Lars Knospe and his col-

league Mathias Mergemeier from theOrganization Department are highlysatisfied, “Due to its excellent posit-ioning in the branch and its attractivedesign, the KePlus R6 is already ingreater use than other similar devices.”How-ever, due to the fact that the R6is not advertised as a deposit machine,the ratio of deposits to withdrawalsin the branch is roughly 1:3. In thisconnection, the Sparkasse manage-

Founded in 1848, the Sparkasse Ostprignitz-Ruppin has been firmly anchored in its region for160 years. 125 employees in 16 branches look after their customers with a great deal of expertiseand commitment. The Sparkasse regards retail customer business as a focal point and is thus areliable partner in banking matters for the entire local population. Moreover, the bank also sup-ports business operations and in spite of the growing intensity of the competition in the financialservices sector and increasingly difficult economic conditions, was able to point to total assets ofEUR 883.1 million for the 2007 financial year.

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r an innovative savings bank

ment wishes to initiate more intensivemarketing measures in future in orderto achieve still greater use and avail-ability of the KEBA cash recycler.According to Mathias Mergemeier, theKePlus R6 is mainly used as machinefor deposits by businesspersons fromthe shopping centre and the surroun-ding area. As a rule, deposits by pri-vate persons and withdrawals of coinrolls are traditionally completed withthe assistance of a member of the staffat the counter, which has modernglass panelling.

However, the Sparkasse team can al-ready be used on a flexible basis. Theconsulting niches are easily locked andare only occupied as needed. In addi-

tion, the staff can switch from oneniche to another.

Bank customers are addressed bothupon arrival and, in particular, whenleaving the branch at a welcome deskin the entry area. They are offered as-sistance and informed about advertis-ing promotions. Moreover, in additionto the consulting niches, there are alsotwo closed meeting rooms, whichpermit the greatest possible discretion.The Sparkasse also delights shoppingfans with a locked parking area forsupermarket trolleys, which makesvisits to the branch as pleasant andstress-free as possible.

The Sparkasse remains convinced ofthe probity of its choice of the KePlusATM. For this reason, other branchesare currently being examined withregard to the installation of KEBA cashrecyclers. The management at theNeuruppin branch is looking for a fur-ther reduction in counter businesshours, in order to actively direct cus-tomers to the self-service systems andthus facilitate the increased use ofpersonnel for sales purposes. The newKePlus ATMs for deposits and with-drawals, as well as banknote recyclingand coin deposits and withdrawalsrepresent the perfect tool for the trans-fer of standardized, labour-intensivebusiness transactions to the self-ser-vice zone. �

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When customers enter the new Sparkasse Pöllau they immediately find their way around. On theright is the non-cash area with statement printers and transfer boxes, and on the left, the cash areawith an ATM and a KePlus R6 along with just three service points, which are permanently staffed.Therefore, upon arrival at the bank, customers not only see a clearly structured self-service area,but make visual contact with a member of the counter staff. Indeed, it was precisely these featuresthat were allocated special priority during the modifications made to the bank during 2008. A con-ventional foyer was no longer required, but instead a forum in which personal contacts could occurbetween customers and bank personnel.

contactsA forum for

AAccording to Johannes Kielnhofer,who is responsible for organization atthe bank and is also the Loan Depart-ment manager, “Prior to the start of thebuilding work, we considered a diver-sity of spatial concepts. What we didnot want was a huge hall with self-service islands scattered throughout itsentire area. Instead, we were lookingto create clear, functional structures inthe bank, in order to provide our cus-tomers with the best possible orien-tation and thus guarantee the rapidcompletion of their banking business.”Accordingly, in the new Pöllau Spar-kasse there is no longer a spatial se-paration between the self-service andcustomer support areas. The terminal

zone can be closed off through glasswalls, but this is merely to allowaccess to self-service outside counterbusiness hours. However, during nor-mal daily operations, the self-serviceand advisory areas merge through theservice desks, which are located inthe immediate vicinity of the terminals.Johannes Kielnhofer, “Our customersshould never have the feeling that theyhave been left alone with the machi-nes. They will always find a contactperson at the three service desks fromwhom they can obtain assistance atany time, or if required, will completethe desired transaction on the self-ser-vice device.”

Above-average, self-servicequotas

The Sparkasse Pöllau has never hadto worry about the acceptance of self-service among its customers, whicheven before the conversion of thebank, were among the highest withinthe entire Sparkasse sector. A satisfiedJohannes Kielnhofer, “However, follow-ing the changes things have improvedstill further. We believe this is due toour new spatial and service concept,not to mention the banknote recyclerfrom KEBA.”

Although with its functional range, thedevice represented terra incognita forSparkasse Pöllau customers, theyhave rapidly become accustomed to

the machine. For example, in spite ofconversion work throughout the bank,the vast majority of commercial custom-ers were introduced to the machineand today, the bulk of deposits nowtake place using the recycler, whichoffers numerous advantages over thenight safe previously employed:

• The customer can immediately seehow must they have paid in andfollowing the transaction are pro-vided with a confirmation/receipt ofthe number of banknotes depositedand their value.

• Following an authenticity check, cus-tomers receive immediate feedbackas to whether a counterfeit or unfitnote had been paid in and had re-quired removal.

• The amounts deposited are creditedto account on the same day, evenwhen the deposit takes place on aSaturday.

Cash comes from the ATMs

In addition to the night safe, the Spar-kasse Pöllau has also replaced themain cash point with the KEBA recy-cler. Johannes Kielnhofer, “We havecompletely restructured our cash sys-tem. A major consideration in this con-nection was the creation of greatersecurity throughout the entire custom-er sector. Cash is now only suppliedvia an ATM and although we have asmall amount at the service desks,

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Together with KEBA,the Sparkasse Pöllaudeveloped a new spatialconcept for its mainbranch, within which thecustomer service areaforms an imaginaryrectangle with an entryon one side and theemployees and servicedesks on the oppositeside. To the left and rightare the self-service de-vices, which are clearlydivided into a cash andnon-cash area.

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ImTrend_Success story

there is no longer a main cash point.Those requiring cash and lacking acard can turn to our service employees.These provide a replacement cardcomplete with the amount and the de-nominations required, which the cus-tomer can then collect from the terminal.”

Should large quantities of coins orbanknotes be withdrawn, a separatediscreet cash point is created to whichthe employee and the customer canwithdraw at any time. Discretion andsecurity play a significant role through-out the new spatial concept of theSparkasse Pöllau and therefore “be-hind” the service area, there are eightconsulting rooms available for undis-turbed customer discussions.

The bank as a contact point

The conversion of the Sparkasse Pöl-lau (first construction phase) took sixmonths. The historical building in thecentre of the town was subjected tosensitive renovation and has been en-larged with a modern extension on theside facing the main square. All therooms used by customers are on onelevel and offer barrier-free entry. The

first floor is occupied exclusively byinternal departments, such as accoun-ting and risk management, and a largeteam room has been created on theground floor, in order to allow em-ployees to prepare for telephone callsor meetings with customers in peace.The employees on the service desksare substituted at regular intervals andthe three desks are permanentlymanned during counter businesshours, which are also markedly longerthan those at many other banks. Evenon Fridays, the bank is fully staffed andgenerally open to its customers until5 p.m.

Johannes Kielnhofer is especiallypleased by the fact that the new spatialconcept has had a clearly positiveeffect upon the willingness of peopleto communicate, “As we have placedthe machines on the periphery, thecentral area of the bank forms a smallmeeting-place. People stay for a fewmoments, chat with one another andleave the bank together. The farmshops that we have in the bank enrichthese meetings still further. These arealso supported by exhibitions andother events.” �

We wished to create a spatial situation within which customers can movefreely and informally, while at the same time finding extremely clear functionswith regard to equipment and handling, which allows them to find their wayaround intuitively and quickly complete the desired transactions.Johannes Kielnhofer, head of Loan Departmant/Organization, Sparkasse Pöllau

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contacts

How did your customers reactinitially when confronted withthe new recycler instead of thedeposit terminal?

JOHANN UNGERSBÖCK: As you canprobably guess, the customers con-tinued to utilize the new machine inexactly the manner to which they wereaccustomed with the old terminal. Inother words, they used it mainly fordeposits. This was in spite of signsand information concerning the with-drawal function. However, people arecreatures of habit and therefore wehelped a little in order to raise the with-drawal frequency.

Helped?

JOHANN UNGERSBÖCK: Yes, forexample prior to the weekends weposted a colleague in the foyer, whoshowed customers how to make with-drawals using the new machine. Alter-natively, we shut down the adjacentATM from time to time, in order to in-troduce customers to the recyclerthrough a little gentle pressure.

And that worked?

KURT ROHRINGER: Apparently. Inthe meantime, the number of with-

drawals is keeping pace with deposits.Indeed, during the periods when weshut down the ATM, both activitieswere more or less in balance. Ourhead cashier, Walter Burdein, was de-lighted and uttered he throwawayremark that one day he would prob-ably also be recycled by the newmachine!

How often do you have to servicethe KEBA ATMs?

KURT ROHRINGER: The service engi-neers come once a week, primarily forchecks and if required, to empty themachines. As far as machine feeding isconcerned, the recycler operates as avirtual perpetuum mobile because onceit has started the monetary cycle runspractically autonomously. This is due tothe fact that our business customersconstantly keep the recycler well filled.

In what configuration does theNeunkirchen Sparkasse operateits KEBA recycler?

JOHANN UNGERSBÖCK: We offerdeposits, withdrawals and accountoverdrafts via the machine. It is fittedwith four recycling cassettes and anacceptance box in which any unfitbanknotes can be stored. The automatic

authenticity check raises the efficiencyof our entire cash handling in thebranch. For example, we can immedia-tely use the notes from the KEBA recy-cler at the counter or in the ATM.

And what does the technical equip-ment in your foyer look like?

JOHANN UNGERSBÖCK: In additionto the recycler, in the foyer we also havean ATM, a coin counter, a coin roll de-vice, a statement printer and the KEBARondo 4 scanning transfer terminal.Therefore, we offer practically the com-plete range of volume business in thefoyer. As far as I know, with the recyclerwe possess the most modern self-ser-vice technology in our district and havethus underlined our intention to repeat-edly set innovative benchmarks in theregion. �

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Interview

At its main branch, the Sparkasse Neunkirchenhas replaced its deposit terminal with a KEBAATM with cash cycle technology. The system hasbeen in operation since March and Johann Un-gersböck, the Customer Centre manager andKurt Rohringer, the head of Investment and CostManagement at the Sparkasse Neunkirchen, areable to report on the initial experience gained.

Almost aperpetuummobile

Johann Ungersböck Kurt Rohringer

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This KEBA system made its debut at the CeBIT 2007 andlast October it was approved by IT Solutions. Moreover,since the beginning of October 2008, it has been in opera-tion at Austria’s Sparkasse banks. The product in questionis the KePlus R6, the latest KEBA ATM with cash cycletechnology and Steiermärkische Bank und Sparkasse AGcan already report on its experiences with the new cashrecycler.

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ImTrend_Success story

According to an initial résumé by WilliSchenekar, the head of Sales Organi-zation at the Steiermärkische Bankund Sparkasse AG, “The R6 facilitatesconsiderable costs savings and offersboth the optimum use of investmentsand fully mature technology.” For overa year, cash recycling has been thetopic on everyone’s lips and the switchis being rapidly pushed through at theSparkasse banks. However, the ques-tion arises as to whether or not thetechnology also fulfils expectations inpractice? Pilot operations at one of thelargest branches of the Steiermärki-sche Sparkasse were intended to pro-vide the answer.

The Citypark branch, a high-frequencylocation in a Graz shopping centre,was selected as an ideal test bed.Self-service deposits have long beenpart of the bank’s business and theRondo R4 installed for this purposeshowed good use of capacity, al-though additional transfer potentialwas still available. The new self-serviceconcept contained the following focalpoints:

• Installation of a second machinefor deposits and the removal of oneATM.

• The repositioning of all the cashsystems.

• An analysis of the remaining depositpotential.

• Explanations, information and inten-sive customer assistance through aconstant staff presence in the self-service zone.

A targeted spatial concept

At the suggestion of the KEBA special-ists and following contacts with theSparkasse banks possessing initialexperience with cash cycle operation,a completely new spatial concept wasprepared for the foyer area. The firststep in this process involved an analy-sis of customer requirements and theirpaths in the self-service area.

The target was “the best possible plac-ing of the cash cycle systems in orderto achieve a high level of acceptanceof the devices that would also extendto withdrawals.” Finally, the self-service

functions were deliberately arrangedin a spatial regard and combined inline with frequency, mono- and multi-functionality, or in larger units. A majoraspect of this concept was also thedetermination of customer controlsand a constant employee presenceover several weeks in this newly de-signed, high-frequency area of theself-service foyer.

Optimized deposit andwithdrawal ratio

Steiermärkische Sparkasse used theKEBA cash recycler in branches ofdiffering sizes, including large outletssuch as the Citypark, medium-sizedoutlets (e.g. Sparkasse Stainz) andsmall outlets (e.g. Sparkasse Fohns-dorf). The same concept was used inall cases and identical results wereobtained everywhere:

• Both the Rondo 4 and the KePlusR6 provided highly reliable cashcycle operation.

• Around 70 per cent of the depositedbanknotes can be recycled.

Cash recyclingin practice

• If the volume of deposits is markedlyhigher than that of withdrawals (anideal ratio would be 2:1) and a con-siderable share of withdrawals at abranch (50% and above) can bebrought into the cash recycling cy-cle, then cash recycling functions inan optimum manner and feeding ishardly necessary for the withdrawalfunction.

Free employee capacity

Willi Schenekar, “In business manage-ment terms, on the one hand cashrecycling brings cost savings due toa reduced number of device interven-tions as system filling and emptyingis less frequent. On the other hand,additional investments in further cashrecyclers must be considered as thesystem disposition in our pilot branchCitypark indicates.

However, of decisive importance is thefact that the transfer of time-consum-ing, counter transactions to the self-service areas liberates considerablevolumes of employee capacity for cus-

tomer consulting.” Therefore, in thecoming year Steiermärkische Sparkas-se will continue to invest in self-servicedeposits. The head of the SalesOrganization, “At present, we have50 ATMs for deposits in orty branches.Above all, we will use the necessaryexchange of the obsolete ATMs for theinstallation of deposit systems withcash cycle technology either directlyor in a ‘ring exchange.’

From the perspective of the Steiermär-kische Sparkasse, the decisive suc-cess criteria for the switch to cashrecycling are:

• A balance between ATMs and cashrecyclers.

• Carefully considered device placing• Comprehensive customer instruction

and information over many weeks.

Willi Schenekar, “This means greaterpreparations (planning and investment)and realization (customer support), butthese are unavoidable in order to en-sure the sustained cost-efficiency ofthe investments.”

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SteiermärkischeSparkasse in brief

Steiermärkische Sparkasse is thelargest regional bank in southernAustria and after the Erste Bank,Austria’s second largest Sparkasse.Its current total assets amount toEUR 13.2 billion. The bank hasbeen active in Styria for over 180years and in the course of time hasexpanded its business activities toSlovenia, Croatia, Bosnia-Herzego-vina, Serbia, Montenegro andMacedonia. Today, a workforceof some 5,500 look after roughly1.8 million customers at over65 locations in Styria and south-eastern Europe.

Due to the resulting free employee resources, self-servicedeposits already start to make sense at branches with some500 cash transactions. If in addition deposits clearly exceedthe volume of withdrawals, business case calculations showthe full effects of cash recycling.Willi Schenekar, head of sales organization, Steiermärkische Sparkasse

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ImTrend_News/Events

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OOn September 18, Baden near Viennawas once again the focal point of thebank and finance branch. For the fifthtime, the consulting company emotionbanking® invited all the banks andsavings banks in the German-speakingregion to the victor conference andgala, where KEBA had a presence asa sponsor. During the afternoon,numerous attendees attentively fol-lowed the presentations made at theinternational conference by leadingspeakers from China, India, Dubai

and Sweden. The participants wereable to hear at first hand how expertsperceive and shape the global dyna-mism within the banking industry.

At the evening visitor gala, 500 guestsenjoyed the suspenseful award pre-sentation to the winning banks underthe motto “orange passion.” Duringthis glamorous gala, Franz Bergerpresented the Volksbank Mittweidawith the main prize in the special“most innovative bank” category.

emotion banking & KEBAhonour the best banks in Germany and Austria

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TThe Sparkasse Contact Days took place in perfect weather on November 9-11, 2008 at St.Johann im Pongau. KEBA was againon hand and presented a KePlus X6 ATM with cash cycle technology for the deposit and withdrawal of banknotes and coins, aKePlus R6 ATM with cash cycling technology and palm vein scanner, as well as a KePlus U6 and a KeBin S6. The successful fairwas concluded with a splendid evening programme at Burg Hohenwerfen, where customers and exhibitors saw the event drawto a close in medieval surroundings with music, mulled wine and punch.

The successful fairwas rounded off bya splendid eveningprogramme in BurgHohenwerfen.

Sparkasse Contact DaysKEBA at the

Correction

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“From l. to r. Peter Kurz, Maku Informationstechnik GmbH, Franz Leitner and Werner Seiberl,KEBA AG, Burkhard Wolf, Maku Informationstechnik GmbH.

UUnfortunately, small errors sometimes occur. In the lastedition of “Im Trend”, in the article concerning the InnovativeWorlds in Oberhausen and Bremen, Mr. Novak was falselyreferred to as a Sparkasse Bielefeld employee. In fact heworks at the Sparkasse Bremerhaven. We apologize forthis error.

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ImTrend_News/Events

From November 18-21, a total of9,500 guests were enthralled by inno-vative and practical IT solutions forcompanies within the S FinancialGroup and were also able to discussthe latest trends.KEBA presented cost-efficient andsafe self-service banking in the shape

of its KePlus R6 and KePlus X6 sys-tems. In addition, software tools forthe analysis and optimization of KEBAATMs were also on display. All in all,KEBA’s exhibit at this year’s IT Forumwas a complete success, not least dueto the many interested parties presentand numerous exciting discussions.

KEBA at the

IT-Forum 2008Under the motto “Create value added. Together.” theFinanz Informatik opened its traditional IT Forum inFrankfurt/Main on November 18, 2008.

KEBA starts selling

Novotechcoin depositsystems inGermany

Novotech Banksysteme GmbH,which is based in Gallneukirchen, Up-per Austria, is a supplier of innovativebanking automation products. Since2007, close co-operation has existedbetween Novotech and KEBA, whichis characterized by sustainable inno-vation. Novotech’s SCM coin moduleis a core component of the KePlusX6, which apart from banknote recy-cling, combines coin deposit andwithdrawal capacity in a width of lessthan 900 mm. Moreover, from Janu-ary 1, 2009, in its role as a tradingpartner, KEBA also commenced thesale of the CS Master and CD Masterself-service coin depositing systemsin Germany. With two coin sacks, theKePlus CS Master offers a slimlinesolution for the paying in of <500coins per minute. The KePlus CDMaster offers a capacity of four coinbags with <1,000 coins per minute.Both systems offer convincing, paten-ted vertical transport and maximumimmunity to foreign bodies.

If you would like to receive moredetailed information concerningthese new KEBA trading products,please contact your KEBA custom-er advisor!

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ImTrend_Service automation

After the exceptional success of theten KePol pilot systems installed inCopenhagen, in July 2008 the DanishPost Office ordered a further 60 sys-tems from KEBA. These went intooperation in November throughoutDenmark under the name Døgnpos-ten. Following the ÖsterreichischenPost AG and Posten Norge, PostDanmark is now the third companyto be served by KEBA as a generalcontractor.

The Danish Post Office

orders another60 KePols!

A huge success with a tiny

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ImTrend_Service automation

In 1999, KEBA commenced the supply of the 4,400 lottery ticket acceptance points in Austria with the KEWin multimedia, a high-speed lottery terminal for medium-sized to large ticket volumes. In addition, since 2006 KEBA has also been supplying the Spanishlottery company STL (Sistemas Técnicos de Lotérias del Estados), which is responsible for the technical operation and servicing ofmachines for the Spanish lottery company LAE (Loterias y Apuetas des Estado). The German company JAXX also numbersamong KEBA’s customers, JAXX and KEBA facilitating unique lottery games at supermarket cash points throughout Germany.

KEBA lottery terminals area winning ticket!

With the introduction of the KeWinmicro lottery terminal at the WLA Con-vention and Trade Show in Rhodes,the KeWin lottery terminal family re-ceived a new addition. This now con-sists of terminals in two top quality,modular variations:

• The high-speed KeWin multimedia• The mid-volume KeWin micro

KeWin micro – the little lotteryterminal with gigantic performancecapacity

The youngest member of the KeWinterminal family, the KeWin micro, is thesuccessor to the KeWin mini. The newterminal was designed especially foruse in limited spaces, e.g. at super-market check-outs, or acceptancepoints with low to medium bettingslip volumes.Due to the endeavours of the KEBAdevelopment team and an outstan-

ding technical capability, the “baby” inthe KeWin family offers truly “grown-up” performance. In fact, it is the smal-lest terminal on the market with a fullrange of functions, which extend froma betting slip scanner and networkcommunication, to the print-out ofreceipts and user interaction by meansof various dis-plays. �

terminal!

The advantages ofthe KeWin micro ata glance

• A full range of lottery terminal func-tions in combination with a minimalfootprint.

• A modular structure that protectsinvestments and enables flexibleadaptation.

• Open PC architecture, which allowsthe application of various communi-cation solutions (e.g. Ethernet, Wireless LAN, GPRS/UMTS, …).

• High degrees of reliability and avail-ability that prevent sales losses.

• Fanless system control,which ensures especiallylow power consumptionand long service life.

• The processing oftickets up to DIN A6. Full-surface scanning andOCR/OMR evaluation al-low flexible ticket formatselection and the rapid in-troduction of new games.• Ergonomic design thatintegrates every move-ment into the operatingflow and supports theoperating procedure.

The debut of the latest addition to the KeWin terminal family, theKeWin micro, at this year’s WLA Convention and Trade Show inRhodes proved a complete success. This event, which was or-ganized by the World Lottery Association and the Greek lottery,OPAP, bore the motto, “Sharing the Values of Fortune.” and al-lowed the discussion of market trends and the presentation ofnew technologies.

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DHL cracks the million limit with the

Packstation

With his registration, Ulrich Wirthsfrom Siegburg became the one mil-lionth customer for DHL’s Packstationservice. And as a delighted ChristianBorger, the Packstation project mana-ger for DHL Paket Deutschland, ex-plains, “This figure clearly underlinesthat in the meantime the Packstationis just as much part of daily life as thepost office or post box. The Packsta-tion has really arrived among the Ger-man population and enjoys wideacceptance.” In addition, the round-the-clock availability of the Packsta-tions and their increasing presence,which also extends to rural areas, havehad a positive effect on the consumerbehaviour of DHL customers and havestrengthened mail order business. Ina recent study, 35 per cent of thosequestioned stated that they had orderedmore since becoming Packstationcustomers. Over a third of registeredcustomers use the Packstations sev-eral times per month.

At the end of 2008 around 1,500KEBA Packstations were already be inoperation across Germany and thesewill be supplemented by a further1,000 in 2009, which means that al-most 90 per cent of the German popu-lation will be able to reach one of the2,500 Packstations within ten minutes.

ImTrend_Service automation

In Germany, the highly successful KEBA KePol is known under thebrand name, “Packstation.” This leading last mile solution offerscomfort, which is finding increasing acceptance.

This figure clearlyunderlines that inthe meantime thePackstation is justas much part of dailylife as the post officeor post box. ThePackstation has reallyarrived among theGerman populationand enjoys wideacceptance.

Christian Borger, Packstationproject manager, DHL PaketDeutschland

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Source: DHL

Source: DHL