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ATM & Cash Innovation Europe 2017: London, 13rd-14th June 2017
Leveraging cash automation and technology for a new branch experience
Matteo Baido Head of IT Innovation
London, 14 June 2017
UBI Banca is a major player in the Italian retail banking industry
2,310 Cash-out ATMs
4.5m Customers
1,916 Branches
321 Cash-in/out ATMs
1
2
3
5
4
Net Assets Territory coverage
2017 Update of Strategic Plan
1403
1916 +513 - 270 =1646
Former UBIBranches
Bridge Banks Total UBIBranches
FootprintRationalization
Target
Integrated multichannel distribution Model
2016 Strategic Plan announces a re-think of the distribution model
Full customer access to all banking channels
Branches network enhancement for private customers
Branch renovation of more than 40% branches
Simplification of branches territorial distribution
Omnichannel commercial promotion (70% of products sold cross channel in 2020)
Nuova Banca Marche Nuova Banca Etruria Nuova Carichieti
Footprint review
New Branch concept
700 New concept
Digital-Emotional Better Engagement New ancillary services No barriers (internal vs external)
Automation and self services Paperless and efficient processes Phygital customer Journey New technologies exploration
Modern and dynamic bank image Integrity and reliability From “closed” to “open” office
Distinctive Customer Experience
Digital Innovation
Bank Brand Awareness
The project started with the definition of the new Customer Experience driven by a Customer expectation survey
Branding Recognition and
awareness
• Transaction automation
• Commercial impact maximization
• Customized customer experience
• Digital equipment for staff support
• On-time, simple and dynamic communication
• Services remotization
• Indoor-outdoor connection • Armored entry elimination • New meeting and support experience areas • Digital and omnichannel education areas • Different privacy-level areas
Specialized advisory
For relevant moments
Cash, Checks and Passbooks
management
Education Digital migration
Acquisition Customer
Project Challenges Service Model Architectural
The role of the branch in the new distribution model
Video Rooms Area External and Self Area
Advisory Area Welcome Area
Modular branch model adaptable to different formats
Education area to educate the customers to the best product/service usage
Customer Digital Development (in team with the consulting area) to welcome and address customer
Lounge area to foster dialogue and online content exploration
Showcase for communication, Open Branch concept
Cash-in and cash-out accessible 24/7
Assisted self service machine for low value
added transactions
Consultants’ position for basic, people & family advisory
High-value consultants’ position with higher privacy level and “desktop sharing” customer interaction
Advisory room to run informal and digital interactions
Video Conference for Remote Specialists interaction
Showcase
Waiting
Assisted self
Service
Video Room
High Value Advisory
Meeting Room
Ext. Self Area
Welcome
Advisory
Education
Always on
Pag. 8
Needs Solutions
• Brand communication
• High impact on the Group values
• Clear messages on the services offer • To capture attention of prospects and
customers, encouraging them into the branch
• Digital Showcase • Messages with simple and innovative layout • Indoor transparency
Showcase
Pag. 9
Dynamic showcase for higher brand awareness
Branding in the local area
Centralized Dynamic Digital Signage
Full branded showcase
Synergies between digital and analogical solutions for an Innovative communication to strengthen the local brand awareness
First step into customer relationship improvement
Video
Rooms
Area
External and
Self Area
Advisor
y Area Welcome
Area
Pag. 10
Needs Solutions
• Safe and comfortable area for quick self service transaction (24/7)
• Idea of openness and easy access
• Wide space in the lobby • Cash-in and Cash-out ATM • Armored entrance removal
Self Service Area
Pag. 11
Enhanced Customer Experience
Quick Cash-in and out self services
Recycling cash in – out in every self service area
• Saving staff time for high value added transaction • Enhanced Customer Experience
Next generation recycling ATM available 24/7 in a safe lobby
Video
Rooms
Area
External and
Self Area
Advisory
Area Welcome
Area
Our Technology Partner Selection: why we choose Auriga
Full omnichannel solution Common management of the ATM and the ASD/ASST channels with integrated Mobile & Tablets support
Complete and highly modular solution Great flexibility to replace or augment our existing infrastructure to optimally balance functionality, time to market and investment objectives
Next-generation, Web-based, multivendor technology Smoothly introduce new services while reducing the TCO
Scope for enhancing customer experience WWS gives us the ability to actively enhance our customer satisfaction
Proven Multivendor & vendor independent solution Embraced by 67% of the market in Italy (over 33.000 ATMs), 12% in Western Europe
Pag. 12
A proven
pathway to
gain more from
our existing
ATM
investments
17 different ATMs models 2 different hardware vendors
Technologies implemented
ATM + QR code
Integrating the next generation
functions also in existing ATM
Cardless Withdrawal
Digital Frontend
Smart ATM Menu
From Staff time saving to Customer time saving
Enhancing ATM frictionless User Experience with standard and new Technologies
Pag. 13
Needs Solutions
• Personalized experience and improve customer satisfaction
• Customer education to select the right interaction channel
• Effective customer management
• Dedicated staff for reception, assistance and education to digital & self service channels
• Information support to direct the Customer to specific areas
• Digital queue management
Reception
Pag. 14
Tech supports proactive reception
The welcome desk can give first assistance, information
and quick services to the customer
Enhanced customer experience and
education
Staff can assist customers in medium
complexity transactions
Queue management
The Digital Assistant can also show the digital education area to the customer
Video
Rooms
Area
External and
Self Area
Welcome
Area
Advisory
Area
A new customer-oriented and value-added way to welcome the customer
Pag. 15
Needs Solutions • Making waiting time more comfortable
• Inform Customers about all the available services giving assistance and support
• Meet customer reporting requirements (Transparency Regulation)
• Encourage Customer adoption of multichannel and digital behavior
• Lounge area with waiting sofas • Free Wi-Fi for customers • Educational Tablet featuring video tutorial, DEMO and
APP concerning the bank products • Digital Banking transparency .
Education
Pag. 16
Omni-channel education for the best in-branch experience
Branch staff can start education sessions
Customer are taught how to use internet banking to fulfill their
needs in the best way
Free Wi-Fi Digital signage allows direct advertising about the new products Interactive screen to navigate simulators and product catalogues Video
Rooms
Area
External and
Self Area
Advisory
Area Welcome
Area
Implementing dedicated areas where Customers can discover digital channels
Pag. 17
Needs
• Customer time optimization
• Branch staff time optimization
• Giving an assistance level based on Customer needs and values
• New Self-Assisted technologies for basic operations • Digital devices for a paperless experience • Comfortable furniture
Teller
Solutions
Pag. 18
Automation of the most used services
• Still one “classic” teller for high complexity transaction and to keep offering choice of human interaction.
• Dematerialization of teller documents
Assisted Self teller allows the Customer to manage low/medium complexity transaction.
Strong automation of the in-branch operational area
Video
Rooms
Area
External and
Self Area
Advisory
Area Welcome
Area
Each Assisted Self Teller can
free up to 0.8 Full Time
Equivalent of teller’s time.
Pag. 19
A proven
pathway to
affordable
innovation and
Branch
Transformation
Possibilities are the Fuel for Growth
Making transactions shift to frictionless self-services
The evolution path towards Assisted Services
Pag. 20
Step 1 Basic
Transactions
Step 2 Evolved
Transactions
Step 3 Marketing
Integration
Cash-out
Cash-in
Transactions history
MAV
Cash exchange
RAV
Postal Bills
Optical Character Recognition
Tax payment forms
S. Credit Transf.
Check-in with any bank card
Specific pricing
CRM integration
Contractual docs
Login with Internet banking credentials or OTP
Customer communications
Checkbook issuing
Banker’s draft
Passbook withdrawal
Passbook deposits
Foreign currency
Certificates
9% NO SELF
Step 1
Step 2
91%
Potentially
automated
Assisted Self Tellers implemented with an incremental approach aiming at 91% of transactions potentially automated
The Assisted Self Teller rollout project
Test of different hardware makers
Pag. 21
Needs Solutions
• Providing advice in a comfortable way with the due privacy level
• Branch areas optimization
• New way to show bank products and offers
• Leveraging the branch visits, also for low frequency visitors
• Meeting areas with comfortable spaces for face-to-face advising with different privacy levels
• “Smart Desk”, staff workstation • Technologies for real time offering
Advisory
Pag. 22
Areas fitted out offer the right level of privacy needed
The smart desk connected with Wi-Fi in the whole Branch allows the advisor to move from the office to the semi-private and private rooms with laptop
Customer value added advisory is made in a more comfortable way with a maximized relationship
Advisory in private and semi-private areas for the best experience
Video
Rooms
Area
External and
Self Area
Advisory
Area Welcome
Area
Pag. 23
Needs
• Video conference for remote specialists • Dedicated meeting room for remote communication
• Giving skilled advisory even with no in-branch specialist
• Integration of traditional and evoluted solutions
Solutions
Remote Advisory
Pag. 24
Videoconference rooms enable us to provide high value added service even in small Branches
Specialist advisory for all branches through remote channels
High level service for small branches
Remote advisory for mortgages, insurance and other services
Advisory in small branches can be managed with Remote Specialists
Video
Rooms
Area
External and
Self Area
Advisory
Area Welcome
Area
Pag. 25
Recap: Branch equipped for an omnichannel experience
Technology enables a personalized customer journey
Welcome area
Outside /self
service area
Advisory area
Video Rooms
Area Cash-in/out
Video Room
WI-FI Laptop
Tablet CSA
Digital showcase
Digital signage
Graphometric signature
Interactive Totem
Branch Customer Management
Beacons
Customer Management
Systems
Notification
Customer Identification
Gamification
Queue Remote Booking
Branch Analytics
Next Technologies Technologies implemented
Thank you