ATM Channel Management

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1 Hosted by: Presented by: ATM Channel Management

2 Agenda Introduction Marketing at the ATM ATM Availability Management Software Deployment Future of Channel Management Q & A

3 Introduction ATM Channel Management Today, many credit unions are focused on improving the member experience, reducing costs and generating revenue through their self service channel. With rising member expectations, credit unions are often challenged with the complexity of managing necessary functions to support their ATM channel, including content delivery, ATM uptime, software updates and more. - Connect with members for increased branding and selling opportunities at the ATM - Maximize ATM availability and operations without adding capital expense - Maintain an efficient and compliant software deployment program, that meets the changing dynamics of the financial industry

4 Marketing at the ATM Market Trends ATM deposits will increase Withdrawals will decrease but remain essential ATMs will become substitute tellers Personalization and targeted marketing will become standard Advanced functionality will rise 100% 9% 10% 11% 11% 12% % 10% 11% 12% 13% 9% 7% 6% 6% 5% 18% 19% 20% 22% 23% OTHER TRANSFERS INQUIRIES DEPOSITS WITHDRAWALS 20 55% 54% 52% 49% 47%

5 Marketing at the ATM Member Trends The Next Generation of Members Same financial needs; different behaviors and attitudes towards technology More sensitive towards high prices and fees Less loyal Won t tolerate technology limitations Less responsive to traditional marketing Generation Y Generation X Ages Expect interactivity Ages Expect customized experience Baby Boomers Ages 43 and older Appreciate convenience of ATM but desire a personal touch

6 Marketing at the ATM Benefits Growth and Retention Generate Revenue Improve cross selling - Enhance dialogue with existing members - Mine member data to generate sales offers Market to non-members - Advertise services to foreign members Build brand loyalty - Reward and encourage member loyalty Achieve higher conversation rates compared with less effective media Example: Reports show conversation rates as high as 5 percent with targeted marketing.

7 Marketing at the ATM Benefits Enhance Member Experience Increase Member Satisfaction Empower member to define ATM experiences - Makes transactions more personalized - Makes offers more targeted / appropriate Communicate with members regarding their personal financial issues through relevant, specific offers and reminders Make it easier for members to use the self-service channel Example: Financial institutions have reported average transaction reduction times by 75 percent.

8 Marketing at the ATM Benefits Improve Operational Efficiency Reduce Costs Low-cost delivery of marketing and advertising messages Automated cross selling Migrate key messages from more expensive media to the self-service channel

9 Marketing at the ATM Benefits Diebold Customer Case Studies Campaigns are being used to increase member adoption of services at other channels (i.e. mobile banking, bill payment) Theme banners are being utilized to communicate community initiatives Campaigns are driving points redemption for reward programs to the self service channels, decreasing costs from members redeeming in the branch - Financial institutions have seen 17 percent points redemption rate

10 Marketing at the ATM Benefits Diebold Customer Case Studies The ATM channel is being used to reduce the cold calling target list thereby cutting outbound call costs Use of welcome screens have been successful in promoting new features on the ATM PAN based display campaigns are being used to remind members to activate their newly issued debit cards Use of language options has acquired new members segments for credit unions

11 Campaign Types Content Delivery Diebold s Solution Introductory Screens Welcome Please Wait Thank you Interactive Campaigns Interactive questions, prompt screens, coupons Personalization Personalization settings include language selection, fast cash amount and receipt option Campaigns Screen choices are triggered by location of ATM, BIN or on-us /foreign transactions

12 POLL QUESTION When do you plan to implement an ATM Marketing Solution? 1. We already have an ATM marketing solution 2. Plan on implementing in the next 0-6 months 3. Plan on implementing in the next 6-12 months 4. No plans as of yet, but am interested in an ATM marketing solution

13 Optimize Channel Management Availability Management Services Increased Efficiency and Uptime Achieve efficiencies and enhance member experience by increasing the availability of the self-service network Delivers entire range of possible status messages, directly from the ATM or the institution, providing specific, detailed information about the nature of the problem Completely automates ATM feel availability management business processes

14 Optimize Channel Management Availability Management Services Drive Operational Efficiencies Minimizes downtime cost Monitors and manages network availability efficiently and effectively Validates service performance at your finger tips Analyzes failure trends for ATM status monitoring in order to migrate from an event-driven process to a predictive maintenance model

15 Optimize Channel Management Availability Management Services Support Security and Risk Management Secures monitoring and remote Access Fewer onsite visits or touches at the ATM Increases visibility and enhanced notification for fraudulent attempts and security breaches

16 Optimize Channel Management Availability Management Services Improve the Member Experience Increases member satisfaction for its members through increased terminal availability Fewer failed customer interactions, less downtime

17 Optimize Channel Management Availability Management Services Increase Growth and Retention Improves Credit Union operations by providing customized data dashboards with valuable information pertinent to daily activities Enables real-time business decisions for entire ATM network with intelligent data reports Understand and trend member demand to help determine appropriate placements of terminals

18 Optimize Channel Management OpteView Resolve Diebold s Solution Key Differentiators Multi-vendor Network-device agnostic Supports over 3,300 statuses Provides complex workflow and configuration flexibility Ability to correct many faults without a site visit Provides per ATM or a per site view Ability to display actual transaction volumes per ATM Forecasted transaction volumes Expansion to other branch devices

19 POLL QUESTION How many suppliers do you contract with to maintain your ATM (could include, but not limited to, cash vendor, on-site fix, remote repair, etc.)?

20 Software Deployment Software Deployment Offers a Low-cost Patch Deployment Option that Provides: Increased member satisfaction Confidence in ATM security & compliance Timely deployment of Agilis and Windows XP Pro patches EPP data retrieval to assist with regulatory audits EJ retrieval provides remote access to ATM journal files Reduction of costly routine site visits to ensure compliance Private and secure transactions between application endpoints

21 Software Deployment Agilis Software Patches and Updates Electronic Journal Encrypted PIN Pad Microsoft Security Patch Updates

22 Software Deployment Agilis Software Patches and Updates Stack Management Remotely pull the current software stack PCI Requirement Maintain a policy that addresses information security Electronic Journal Encrypted PIN Pad Microsoft Security Patch Updates

23 Software Deployment Agilis Software Patches and Updates Electronic Journal Encrypted PIN Pad Encrypted PIN Pad EPP hardware model numbers, serial number and firmware information PCI Requirement PCI PIN transaction, security program Microsoft Security Patch Updates

24 Software Deployment Agilis Software Patches and Updates Electronic Journal Remote access to ATM Journal Files PCI Requirement Protect stored cardholder data Electronic Journal Encrypted PIN Pad Microsoft Security Patch Updates

25 Software Deployment Agilis Software Patches and Updates Electronic Journal Encrypted PIN Pad Microsoft Patch Management Timely Deployment of Windows XP Pro Patches PCI Requirement Develop and maintain secure systems and applications Microsoft Security Patch Updates

26 Software Deployment Software Deployment Diebold s Solution Cataloging Known Vulnerabilities & Patches Enterprise Compliance Policy Asset Management Program Audit and Assessment Program Corporate Deployment Policy Software Deployment System Testing and Acceptance of Patches Change Management System

27 POLL QUESTION Do you have a remote SW distribution strategy for your ATM channel? 1. Yes 2. No

28 Optimize Channel Management Improving Processes. Increasing Connectivity. Opportunities for Future Eco-System Credit Union or Third Party Transaction Processing Delivery Channels Diebold Service Operations and Integrated Services

29 Optimizing Channel Management Integrated Services Offering

30 The Evolution of Management Key Differentiators Innovation. Service. Experience. 15 years experience in outsourcing services Comprehensive approach to financial and security outsourcing Services-based infrastructure Integrated back-end systems and processes End-to-end program management Value-add business metrics and reporting v v

31 You can also us at for more information. Q & A

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