Optimizing ATM Transactions with Intelligent Deposit Webinar for Credit Unions Handouts
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The document discusses the implementation and benefits of intelligent deposit systems in the banking sector, focusing on improving operational efficiency, enhancing member experience, and generating revenue. It highlights trends, challenges, and solutions provided by NCR, along with case studies demonstrating successful deployments and customer satisfaction. The text emphasizes the importance of streamlined deposit processes to retain customers and drive growth.
Optimizing ATM Transactions with Intelligent Deposit Webinar for Credit Unions Handouts
- 1. August, 2011 Optimizing ATM Transactions with Intelligent Deposit
- 2. Agenda • Trends in the banking market • Business issues solved by Intelligent Deposit • Member experience • Case studies • The Solution NCR Confidential 2
- 3. Paul Verra, NCR Malon Updike, NCR The Next Evolution of Intelligent Deposit
- 4. Polling Question #1 Have you deployed deposit automation (no envelope)? 1. Yes 2. No NCR Confidential 4
- 5. Common Issues Common Financial Institution Issues Reducing the cost of transactions, a closer focus on teller costs Enabling revenue-generating transactions beyond deposit to account; e.g., bill payment Transaction-centric to sales-centric branches 24x7 convenience for members Eliminating disputed deposit transactions NCR Confidential 5
- 6. Trends in the financial service market Risk Mitigation Intelligent Deposit, Fraud Regulatory Cost Multivendor Remote Deposit Management Compliance Reduction Strategies Capture & Truncation Managing Operations Manage Cost & Control Risk Member Member Merged Branch Intimacy & Experience Mobile and Channel Experience Loyalty Personalization Online Integration Redesign Focusing on the Member Grow Revenue & Improve Service NCR Confidential 6
- 7. Business issues solved by Intelligent Deposit Cost reduction through operational efficiency Member experience Revenue generation “The self-service channel we provide “We are selling more credit cards and housing enables consumers to carry out loans, and the repayment of these can transactions quickly, at a time and actually come through the Express Cash location that suits them.” Deposit Machines.” - Daniel Stancu, Global Transaction Services, - Cillia Thang, IT Project Manager, HSBC Citibank Romania NCR Confidential 7
- 8. Polling Question #2 What issue would you like to resolve by implementing Intelligent Deposit? 1.Cost reduction through operation efficiency? 2.Enhanced member experience? 3.Revenue generation? 4.Expanded footprint? NCR Confidential 8
- 9. Operational Efficiency How does the cost of accepting deposit transactions at the teller compare with accepting them at the ATM?
- 10. Improving branch efficiency APTRATM Self-Service Assistant Member deposit Branches and the back office will make fewer adjustments amounts match /per-year-saving time, postage, and member frustration Faster diagnosis and resolution the member receipt of faults With faster and easier fault identification and resolution, staff Onboard tuition for spend less time fixing/maintaining and more time selling new and inexperienced staff Less time spent on 2x faster identification and resolution of issues FLM tasks Branches spend millions of hours/per year supporting teller deposits Less time processing ATM deposits in Faster and more accurate With NCR SelfServ™, branch staff will spend less time the branch fault identification and supporting the ATMs and errors will be virtually eliminated resolution Minimize SLM escalations, improve staff training NCR Confidential 10
- 11. Business services Address the problems faced by your business members 24x7 service critical to time-poor business members Intelligent, daily deposit-based transactions Bulk cash deposit Multiple check deposit Bill or loan repayment - through a credit union’s self-service network Effective cash flow solutions Cash and check immediately validated, deposited value credited in realtime Supports “last-minute” payment of bills, repayments and other payment transactions Reduce check deposit cost, fees and fraud Enhanced funds availability NCR Confidential 11
- 12. Revenue Generation What initiatives do you have to sell more products and services within your branches?
- 13. Revenue generation Revenue Generation Release branch staff to sell Generate revenue from fees/service charges/commission Minimize SLM escalations, faster and easier staff training NCR Confidential 13
- 14. Member Experience What impact does queuing have in the branch and on member experience?
- 15. Polling Question #3 Do you still have members coming into your branch/lobby/drive through to make a deposit transaction? 1. Yes 2. No NCR Confidential 15
- 16. “95% of consumers associate the level of service they receive in the branch with the overall impression they have of the financial services provider.” - Synergistics Research Corporation NCR Confidential 16
- 17. The member experience… Will it make you or break you? • Research has shown that a large FI could experience a swing in revenue by as much as $242M depending on the levels of the customer experience it provides. • FI revenues could change by $242 million. A large FI with customer experience in the top quartile could end up with $43 million of additional purchases and $51 million of lost business avoided, resulting in an additional $94 million of revenue. FIs in the lowest quadrant, however, can end up dropping $148 million below the norm. • Getting the member experience right can help deliver tangible business results. • Attract and retain members. • Sell more products and services per household/members. NCR Confidential 17
- 18. Improving the member experience Faster Transaction No More Envelopes & Real-Time Printing Member deposit amounts Missing envelope is a common match the member receipt member frustration Faster print and shorter receipts with 2ST™ Technology Extended Deposit Check images printed on the Cutoff back of receipt providing proof of deposit Credit Unions can extend the cutoff as they are no longer Members get dependent upon processing Timely Credit to the physical checks Their Deposits Immediate credit for validated cash, even checks Proof of deposit via itemized receipt including the check image NCR Confidential 18
- 19. Member migration = acceptance Added Member Reduced Time Convenience Spent Queuing 24x7 Intelligent Deposit 30 minutes reduced to services 7 minutes More accessible and available Intuitive and Easy to Use Fast Transaction Compact and intuitive user Speed interface maximizes adoption Around 60 seconds Consistent user versus 3 minutes experience in any average at the teller location NCR Confidential 19
- 20. In summary… Operational Member Revenue Generation Efficiency Experience NCR can unleash cost NCR has the only platform With a compact and savings of up to 25% per that puts time back into intuitive user interface, teller for deposit the hands of your branch fast transaction time, transactions. NCR is the staff. With the highest coupled with on-screen only solution provider that reliability levels and a imaging and industry- allows you to eliminate state-of-the-art full motion leading printing paper waste and print video lead through, staff technology, NCR SelfServ check images on both sides spend less time fixing. is the only ATM in the of the receipt. With the marketplace to deliver an highest levels of availability, unrivalled and fulfilling you can reduce the cost of user experience. deposit acceptance and processing. NCR Confidential 20
- 21. How Do I Start? Improving operational efficiency Point-of-Service Exceptional member Experience Solutions experience Expand Branch Footprint NCR Confidential 21
- 22. Case studies Look what members have achieved with Intelligent Deposit from NCR
- 23. Extraco Bank, USA Deliver to customers the opportunity to bank where, when and how they wish Business Integrate the advanced functionality in their ATM network Challenges Support the new model without sacrificing brand image and hard-earned, valued relationships already established with its customers A total end-to-end solution—offering hardware, unrivalled APTRA software The Solution Accept and validate cash and checks in real time Extraco branded and trademarked their machines, renaming them “iTMs” to distinguish them from their traditional cash dispensing ATMs with the help of NCR consultants Within two months, cash and check deposits had exceeded 1,100 transactions per month The Results The response from customers was so positive that it prompted the order of additional NCR SelfServ ATMs Six months after their installation, Extraco was processing over 8,800 deposits per month (equivalent to approximately three FTEs if the same transactions were carried out in the branch). “One of the main reasons why Extraco made the move to NCR was that it demonstrated a real understanding of self-service. It not only matched our strategy, it enhanced it. NCR had to prove its hardware, its software and its ability to provide an excellent service to us. On all counts, they’ve more than exceeded our expectations.” -Sandra Dixon, EVP/Group Executive, Operations NCR Confidential 23
- 24. Consumer Payments – Citibank, Romania New bill payment collection channel for corporate customers to reduce late payments and high processing costs Business Easy identification of payments to facilitate consumer adoption Challenges Reliable 24-hour payment channel able to cope with variable climate User-friendly solution that identifies payee, amount and issuer The Solution Accept and validate cash in real time with overpay credited toward next payment Reliable channel handling high volumes of transactions in adverse environmental conditions Citibank further strengthened its relationship with its customer base and is attracting new corporate customers The Results Bank is generating per transaction fee income and improving brand awareness 2,000 payments per month, increasing cross-selling opportunities “The self-service channel we provide enables consumers to carry out transactions quickly, at a time and location that suits them.” -Daniel Stancu, Global Transaction Services, Citibank Romania NCR Confidential 24
- 25. ABNB Federal Credit Union - USA Expand coverage in Chesapeake Virginia Business Challenges Gain competitive advantage in a highly competitive market Attain minimum of 6% market share in 3 mile radius Deposit Automation ATM that accepts checks and cash The Solution End-to-End image processing of the checks to reduce CIT costs 24 x 7 image deposit capability Now processing 5,000 more deposits a month with no increase in staff The Results Cost to provide the new service is one-fifth the previous costs fro envelope processing Member feedback has been very favorable and members have quickly accepted new technology “The cost efficiencies make it practical for any size institution to deploy deposit automation…A picture is worth a thousand words.” - Carl Ratcliff, President and CEO NCR Confidential 25
- 26. The Solutions
- 27. Polling Question #4 Assuming a touchscreen ATM, what is the optimum number of 'touches’ your members should make in order to complete a deposit transaction: 1. 0-4 2. 5-7 3. 8-10 NCR Confidential 27
- 28. Deposit evolution in the US. Single check Envelope deposit and cash deposit Bunch check Bunch check deposit and cash deposit NCR Confidential 28
- 29. The Solutions
- 30. End-to-end deposit processing ATM Network Host Distributed Capture Check Images Check and Cash Deposit Transactions Physical Checks ATM Check NCR Bunch Processor Note Acceptor NCR Confidential 30
- 31. The Best Member Experience • Deposits as easy as 1-2-3 • Single Bunch • Cash and Checks • One Slot Insert NCR Confidential 31
- 32. The Scalable Deposit Module (SDM) Single member interface • Accepts up to 50 notes or checks • Up to 1800 notes and 1600 checks capacity • Supports mixed cash and check deposits* • Checks inside safe • No coin dispenser restriction * Depending on software and host environment NCR Confidential 32
- 33. SDM overview NCR Confidential 33
- 34. Questions?
- 35. Thank you! Contact Information: Malon.Updike@ncr.com 770-418-4660 Paul.Verra@ncr.com +31 35 60 32 935 www.nafcu.org/ncr NCR Confidential