leveraging video to enhance the atm experience · kathy o’masters, branch supervisor, missoula...
TRANSCRIPT
Kathy O’Masters, Branch Supervisor, Missoula Federal Credit Union,
Susan Steele, Solutions Portfolio Executive, Diebold Incorporated,
Leveraging Video to Enhance the ATM ExperienceCase Study
Susan SteeleSolutions Portfolio Executive, Diebold, Incorporated
• 18 years within Financial Industry
• Experience developing products solutions, professional services,
security and consulting services in the financial industry
Susan SteeleSolutions Portfolio Executive, Diebold, Incorporated
• 18 years within Financial Industry
• Experience developing products solutions, professional services,
security and consulting services in the financial industry
Expanding the Transaction Set
17.4%
9.2%
7.1%
7.0%
6.7%
5.4%
5.4%
5.1%
4.9%
4.8%
4.7%
4.1%
3.6%
3.3%
2.3%
1.7%
1.5%
1.3%
1.2%
1.1%
0.9%
0.6%
0.5%
0.1%
Check Cashing | On-Us Customer
Check Cashing | On-Us Non-Customer
Deposits | Commerical | Check
Consignment Items | Cashier's Check | Check
Withdrawals
Deposits | Personal | Straight | Cash
Deposits | Personal | Straight | Check
Deposits | Commerical | Cash
Deposits | Commerical | Cash & Check
Deposits | Personal | Less Cash
Cash Advance | Non-Customer
Deposits | Personal | Straight | Cash & Check
Cash Advance | Customer
Check Cashing | Not-On-Us Customer
Consignment Items | Money Order | Cash
Consignment Items | Cashier's Check | Cash
Deposits | Personal | Straight | Transfer
Payments | Cash
Payments | Check
Check Cashing | Not-On-Us Non-Customer
Consignment Items | Money Order | Check
Deposits | Personal | Split
Payments | Cash & Check
Payments | Transfer
Teller Transactions Sorted by Percent of Overall Teller Costs
Available via self-service Not yet available via self-service
Source: Diebold Research and Analysis
Cost Per Transaction via Channel
Average Transaction Cost in the U.S. (includes labor and IT costs)
Source: CEB TowerGroup
$0.00 $1.00 $2.00 $3.00 $4.00 $5.00
Online
IVR
Mobile
ATM
Branch
Call Center $4.04
$4.00
$0.61
$0.19
$0.17
$0.09
Proof of Performance
• Pleasanton, California
• Ten branches and eight additional ATM locations
• Serves nearly 50,000 members
• Services offered include: home and personal loans,
retirement planning to investment services and
youth savings programs
1st United Services Credit Union
1st USCU Maximized Efficiencies with Diebold Integrated Services
and Deposit Automation technology.
• Exceeded 4 percent goal of increasing branch ATM transactions
• ATM transactions increased from 46,918 in January 2010 to 88,532 in March 2013
• Expects to see total per-ATM operating profit contribution of $20,431 over five years
• Able to repurpose teller staff and save $4,000 per year on consumables
Proof of Performance1st United Services Credit Union
Branch TransformationTechnology is a Driving Factor
Transaction migration and comprehensive solutions are key to a successful
branch transformation strategy.
• Concierge Video ATM
• Deposit Automation
• Branch Performance Series (In-line Terminal)
Concierge Video ATM
WHAT DOES IT DO?Engages consumers in two-way video conversation with a call
center representative or financial services expert at the ATM
EXPANDED SELF-SERVICE TRANSACTIONS• Authorize withdrawal limit exceptions
• Override holds
• Increase funds availability
• Allow cardless transactions
• Provide additional account access
• Offer official check printing
• ATM screen visibility for customer service representative
• Streamlines operations by migrating transactions to the
self-service channel - saving $3.39 per transaction
• Maximize teller efficiency by promoting increased
self-service utilization of the ATM
• Expand market footprint without the cost of a staffed branch
• Extend the opportunity to deliver a personal touch outside
of regular business hours (on-demand)
• Propose and fulfill targeted marketing opportunities
• Connect consumers with financial service experts
• Upgradeable to leverage existing assets
Efficiencies Gained with the Concierge Video ATM
Concierge Video ATMConsumer Experience
When will this check clear?
Can I withdraw extra cash?
How do I use the new deposit function?
Consumer Experience
Concierge Video ATM
Use Case ScenarioOne-to-one Marketing
Necessities For Success
Define Key Goals and Objectives and
Deploy Units Accordingly
Thoughtful Consideration of
Geographic Location
Detailed Training and Proactive
Communication Plan for Members
and Staff
Extended Call Center Hours to
Support Weekend and Evening
Member Needs
Branch Transformation
Credit Unions must explore how the branch channel can be better integrated
into a multichannel approach to ensure a successful business model.
A Key Industry Topic
DRIVE EFFICIENCIES
Consistently reassess how you could conduct business more effectively through
transaction migration, streamlining and outsourcing.
MITIGATE RISKS
Take steps to bolster consumer, asset, network and brand safety as new
channels yield new security concerns.
ENHANCE CONSUMER EXPERIENCE
Focus branch engagements on meeting the specific long-term objectives of a
consumer for maximum retention.
IMPROVE SALES EFFECTIVENESS
Create a more retail-oriented branch environment, empowering employees to
act as consultants, too.
Kathy O’MastersBranch Supervisor, Missoula Federal Credit Union
• 20 years within Credit Union Movement
• Sales, Service, Operations, Training and Human Resources
• ATM Operations Experience
About Missoula Federal Credit Union (MFCU)
Define Key Goals and Objectives and
Deploy Units Accordingly
Thoughtful Consideration of
Geographic Location
Detailed Training and Proactive
Communication Plan for Members
and Staff
• Founded in 1956 – providing financial services for over 57 years
• A $400 Million community chartered credit union
• Serves three Montana counties with 44,000 members
• Pride in delivering customer service excellence to our members while adopting a wide variety of products and services
Missoula Federal Credit Union is one of the largest credit unions headquartered in Montana and has been a Diebold customer for over 25 years.
Concierge Video ATM Pilot
Define Key Goals and Objectives and
Deploy Units Accordingly
Thoughtful Consideration of
Geographic Location
Detailed Training and Proactive
Communication Plan for Members
and Staff
Extended Call Center Hours to
Support Weekend and Evening
Member Needs
Long standing partnership with Diebold for self-service delivery channels,security and drive-up solutions.
Why Diebold Was the Trusted Partner
Pilot objective was to evaluate the member’s reaction to a new self-service
channel in the areas of marketing, security and experience.
• Provides a solution to members outside of the delivery channel
• Enabled us to visually connect with members to answer questions, fulfill
marketing opportunities and process call center capable transactions from the
ATM
• Offering real-time, face-to-face interactions with members we would not
typically interact with
• Opteva® units enabled smooth migration requiring no extensive hardware
upgrades
• Promote one-on-one marketing opportunities using Diebold’s Agilis® Campaign
A Proactive Communication Plan for Members and Staff
Define Key Goals and Objectives and
Deploy Units Accordingly
Thoughtful Consideration of
Geographic Location
Detailed Training and Proactive
Communication Plan for Members
and Staff
Extended Call Center Hours to
Support Weekend and Evening
Member Needs
MFCU formerly communicated to staff that they were partnering with Dieboldto pilot Video Concierge Services to it’s members.
• Leverage branch and call center staff to
promote the service to members
• Encouraged members to demo the chat
service and provide feedback through a
lottery approach
• Displayed signage at the pilot branches
• Branch vice presidents and supervisors
play a key role in promoting the service
• Media coverage: local news stations and
newspaper
MEDIA COVERAGE
Concierge Video ATM Pilot
Define Key Goals and Objectives and
Deploy Units Accordingly
Thoughtful Consideration of
Geographic Location
Detailed Training and Proactive
Communication Plan for Members
and Staff
Extended Call Center Hours to
Support Weekend and Evening
Member Needs
Call Center Impacts
The MFCU Call Center played a critical role in expanding the types of
transactions and services offered through the self-service channel.
• Member account maintenance
• Member account questions
• Member inquiries relative to new products
and services
• Cross-selling and member education
• Having the ability to communicate effectively
with members in a video environment
Pilot Achievements Within 90 days
Define Key Goals and Objectives and
Deploy Units Accordingly
Thoughtful Consideration of
Geographic Location
Detailed Training and Proactive
Communication Plan for Members
and Staff
Extended Call Center Hours to
Support Weekend and Evening
Member Needs
Realized the value that Concierge Video can deliver to members outside ofthe delivery channel.
• 8200 campaign displays in 90 days
• 227 YES responses
• Usage was evenly divided between two sites:University = 100 and Downtown =120
• Positive member feedback
• Liked the face-to-face interaction
• Overall confidence in the solution
• Minimum security concerns
In Conclusion
Define Key Goals and Objectives and
Deploy Units Accordingly
Thoughtful Consideration of
Geographic Location
Detailed Training and Proactive
Communication Plan for Members
and Staff
Extended Call Center Hours to
Support Weekend and Evening
Member Needs
Concierge Video was simple migration with a high adoption rate. It expanded our delivery channel and help to gain insight to service preferences.
• It is a viable solution for servicing face-to-face
when a traditional branch is not accessible
• Learned that members are accepting of a video
chat delivery channel
• Determined that the service solutions that MFCU
members would find most beneficial
Thank You