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TRANSCRIPT
FOCUSONSALES
Banksneedtomakesurethatusingtheinteractivetellersresultsinstaffdevotingmoretimetosellproductsandservicesto
customersinthebranch.– “SixVideoTellerMistakestoAvoid”,AmericanBanker(March8,2016)
SMARTPHONEENABLEDATMS
§ Setupthetransactiononthesmartphone
§ GotoanyoftheFI’sATMs§ Enterone-timeusePIN,QRcodeoruseNFCtocompletethetransaction
§ Preventsskimming
§ Reduceswaittime§ CardsandPINsmaybecomeundesirableascomparedtoNFCandbiometrics
§ Pros:• Attractattentionto
branch• Uniquemarketing
opportunities
§ Cons:• Actualusagemay
belimited
ATTHEMALLSANDAIRPORTSecoATMandFuelRod…
IBEACONS
§ Apple’siBeacons workwithBluetoothLowEnergy(BLE)tointegratethephysicalandmobilechannels
§ EnablesaniOSorAndroidmobileapptoreceivetailoredpromotions,couponsandoffers
§ Customermusthavethemobileappinstalledandopt-intoreceivepersonalizedpromotionalalerts
§ Canbeactivatedwhenthemobiledeviceisnearaspecificoffice/ATMorataspecificlocationwithinabranch
LEVERAGINGIBEACONS
§ Welcomemessagewithlistofavailableservices§ Customerrecognition:Alertbranchstaffwithdetailsofthecustomer’srelationship
§ Personalizedproductoffers
§ Location-specificoffers:OfferRDCatthedepositslipcounter
§ Customereducation(e.g.protectingyouridentity)§ Surveys
§ MessagecustomersaftertheyuseanATM§ Post-visitretargeting
Source:10WaysiBeaconCanImproveBankingSales&Service(TheFinancialsBranch,May2014)
§ RetailNext:Facialrecognition
§ EuclidAnalytics:IdentifycustomersmartphoneWi-Fisignals
RETAILANALYTICS
Euclid Analytics for Retail BankingAs your retail bank evolves, you need to understand the
customer visitor patterns to make data-driven decisions. Euclid delivers the visitor information you need to inform key marketing and operation decisions from measuring the
effectiveness of specific promotions to understanding how customer behavior impacts the success of each branch.
SCHEDULING
§ Onlineappointmentschedulingthroughanychannel• Website• Online/mobilebanking• Emailcampaign• Socialmedia• Systematicallymatchcustomerneedstoappropriate
servicerepresentatives
§ Maximizeengagementsfromapoolofresourcesatvaryinglocationsandwithvaryingspecialtiesandskills
BranchSolutionsMatrix
AttractNew
Customers/Members
RetainCustomers/Members
EnhanceImage/Branding
ReduceFootprint
IncreaseEfficiency
AddCustomer
Convenience
ReduceExpenses
ExpandHours
CentralizeExpertise
ExpandGeographical
Reach
AttractaNew
Segment/Demographic
BranchDesign/Redesign ü ü ü ü üPop-Up/MobileBranches ü ü ü ü ü
CashRecyclers ü ü üInteractiveTellerMachines
(RemoteAssisted) ü ü ü ü ü ü ü ü ü ü ü
NextGenerationATMs ü ü ü ü ü ü ü ü ü üContactlessATMs ü ü ü üSelf-ServiceKiosks ü ü ü ü ü ü ü ü ü üTabletBanking ü ü ü ü ü ü ü ü
VideoConferencing ü ü ü ü ü ü üDigitalSignage ü ü ü ü ü ü
InformationalKiosks ü ü ü ü ü üAccountHolderVerification
System ü ü ü ü
WorkforceOptimization ü ü ü ü üUniversalBankers ü ü
CRMAssistedServiceProfessionals ü ü ü
PaperlessBanking ü ü ü üInstantCardIssuance ü ü ü
iBeacons ü ü ü üOnline/MobileBanking ü ü ü ü ü ü ü ü ü ü ü
VIRTUALBRANCH(MOBILEANDWEB)
§ Lowestcostpertransaction§ Largestadoption
§ Alwaysavailable§ Easiesttraining
§ Broadfunctionality§ Easy-to-leveragetargetedmarketingcapabilities
§ Dynamiccontent,in-sessionmessaging,chatandvideochatcanreducethelossofpersonalconnection
§ Createaconsistentlookacrosschannelswhilebalancingtheneedtosimplifytheexperienceasscreensgetsmaller
§ Chatandvideochat
§ Socialmediaintegration§ Marketinganalytics
§ Siteanalytics• Geolocationanddevicedetails• Trafficsources• Pagestatistics
VIRTUALBRANCH
§ Fulldebitcardmanagement§ Location
§ Transactiontype§ Merchanttype
§ Spendingthresholds§ Fraudalerts
§ Suspiciousactivityalerts
VIRTUALBRANCH
Itisimperativetoenablecustomers
Itisimperativetoenablecustomerstodecidewhere,whenandhowtheydotheirbanking.
BUILDACOMPREHENSIVEBRANCHTRANSFORMATIONPLAN
BranchTransformation
People
Process
Brand
DesignVirtualBranch
Technology
Budget
OPTIMIZINGDISTRIBUTION
§ Thevalueofthebranchwillneedtoberedefined
§ By2020,banksarelikelytohaveafargreaternumberofphysicalpointsofpresencebutfarfewertraditionalbranches
§ Bankswillmanagedistributionholistically,supportedbysharedplatformsthatdistributeproductsacrossallchannels
§ Competitivereachisnolongerdeterminedbybranchnetworksbutinsteadbytechnologyandadvertising
§ Banksneedtochoosewhatposturetoadoptagainsttheemergenceofnewcompetitorsandmodels;shapethefuture,beafastfollowerormanagedefensivelytoresistchange
Source:PwCRetailBanking2020
THANK YOU
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100ExecutiveBlvd,Southington,CT
860-678-0444
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