Multi Vendor Software in the Self-Service environment. Arindam Laha Vice President Professional Services, Asia Pacific Diebold

Transcription

1 Multi Vendor Software in the Self-Service environment Arindam Laha Vice President Professional Services, Asia Pacific Diebold

2 Five Financial Self-Service Trends Multi-vendor environments are the norm, not the exception User experience expectations are higher than ever Mobile integration is changing the way consumers interact with your self-service channel. The ATM channel has become a strategic, vital touchpoint between your organization and your consumers. Analytics capabilities are enabling banks to differentiate through service and customization. 2

3 Current Industry Challenges BUSINESS PROCESS CHANGES TRANSACTION MIGRATION MONITORING CHALLENGES HIGH COST INCONSISTENT USER EXPERIENCE LONG DEPLOYMENT CYCLES NON-PERSONALIZED INTEGRATION ISSUES SUPPLIER DEPENDENCE TRACKING & ANALYSIS LOW CONVERSION RATES CERTIFICATION, APPROVALS INTEGRATION ISSUES COMPLEX ARCHITECTURE COMMODITIZED CUSTOMER EXPERIENCE SECURITY NON-TARGETED MARKETING TRANSACTION MIGRATION 3

4 Liberate Your Self-Service Channel BUSINESS BENEFITS Seamingless & Standardized UX Segmented & Targeted Campaigns Scalability & Flexibility Reduced Cost Increased Speed-To-Market Facilitate Cross Selling OPERATIONAL & TECHNOLOGY BENEFITS Reduced Complexity Future Proof Reduce Dependency on External Suppliers Improve Efficiencies 4

5 Multi-Vendor Software Features Value Added Functionalities Terminal Apps & Tools Stateless option FIT Client (Thick or Thin) Customer toolkits Operations Management Asset Management Software Management Deposit Management Troubleshooting Management Content Management CRM Personalization Campaign Management Branch Self-Service Advanced Transactions Denomination Choice Cardless Transactions Payments Video w/ Remote Teller Assisted Service Terminal Health & Status Customer Monitoring Assist with Teller Transaction Migration Profile & Customer Segmentation Pre-authorization & Over-ride Next Best Offer 5

6 User Experience Benefits 6

7 Enabler for Branch Transformation, FIT & Advanced Technologies Zero Touch Mobile Banking HTML5 UI Session in the Cloud Transaction Gateway App Store Real time Analytics 7

8 Shift Your Thinking DATA CONSUMPTION & BUSINESS ROLE MANAGEMENT BIG DATA Core Systems Legacy Applications Web Services CRM Digital/Online/Mobile BIG DATA Gateways / APIs / Middleware ESB Know Me Wow Me Save Me Money Engines Rules Personalization Adaptive/Predictive Workflow Generate Revenue Be More Efficient Improve Customer Satisfaction 8

9 MVS Platform View: Agile, Agnostic, fully upgradeable GIVES YOU THE BEST OF ALL WORLDS WITH THE FREEDOM TO CHOOSE THE CONFIGURATION SINGLE SW APP FOR MULTIPLE HW VENDORS/ MODELS OPEN/ FLEXIBLE MESSAGING FOR SWITCH, WEB SERVICES, ETC. 91x / NDC Ready SMART SOLUTION TODAY WHICH GROWS TOMORROW Revenue Deployment Operations Environment 9

10 It s All About Sharing Information 1. Branch Transformation Turn data into efficiency & customer satisfaction - More pressure on self-service & lifting its visibility - Uptime (proactive modeling) & user experience matter 2. Know Your Customer Use data to deliver insights for business decisions inside & outside the ATM channel - Get closer to your customer understand their relationship with money & with you - ATM is the only link between offline & online spending 3. Drive Revenue Use data to turn interactions into opportunities - Do not let precious customer interactions slip through your fingers - Users at ATMs are known use information to engage them - Highly targetable & actionable 10

11 "As we strive to offer new and diverse services to our customers, adapting to their financial and banking needs, it's imperative that our software solution has the capability to communicate with multiple systems and facilitate a seamless omnichannel experience. By leveraging Multi-Vendor software, we will have the ability to support any ATM, regardless of the manufacturer, across more than 1,200 branches and 7,000 ATMs in Mexico. Rafael Arana, chief operating officer, Banorte 11

12 12 Thank you