On the Radar: The full-service self-service ATM
Ovum, an independent market research firm and consultancy based in Britain, has had a look at assisted teller technology from Wincor Nixdorf and determined that it should be on the radar for retail banks that are “undertaking projects that aim to change the culture of branches and enhance customer engagements.”
In fact, Ovum wrote up the technology in a recent edition of its “On the Radar” research note series. The series highlights new technologies and enterprises that introduce innovative ideas, products or business models.
Jaroslaw Knapik, a senior analyst on the Ovum financial services technology team, authored the research note, “On the Radar: Wincor Nixdorf’s Tablet-Based Assisted Teller Solution.” In the paper he answers two important questions:
- How does a tablet-based assisted teller solution meet the needs of banks looking to enhance their customer engagement strategy?
- Why put a tablet-based assisted teller solution on your radar?
Knapik wrote, "The role of a teller in a bank branch is becoming more service- and sales-oriented." It’s the briefest of answers, which the research note goes on to explain in greater detail.
The starting point for the service is the CINEO C4090. The device provides functionality for deposits, withdrawals of banknotes and coins, printing of account statements and other documents, automated check processing and bill pay with or without staff assistance.
The machine provides the convenience customers expect in a simple transaction. The addition of tablet-based assisted teller functionality enables the one-on-one support a customer requires when a “simple” transaction turns out to be more complicated than expected.
When a customer logs onto the system with a bankcard, the teller assist tablet creates a screen for that transaction, including detailed background about the customer’s financial status and product history with the FI.
With this information at their fingertips, staff can anticipate a number of customer service scenarios, the research note explained:
[A] tablet integrated with an ATM in a branch is likely to have a broad set of uses. It can provide relevant customer information, enable tellers to approach customers in a way that is relevant to them, provide next best actions, and generally be used not only as a servicing tool but also as a sales support or lead identification tool. The launch of the solution is Wincor Nixdorf's first step in its journey, but banks must also look at the roadmap, and consider how best to utilize the solution with today's functionality and how it can be developed further.
The tablet can turn what might have been a substandard customer experience into an interaction that leaves the customer feeling well served, Wincor Nixdorf vice president Uwe Krause said. “If a customer needs help at the terminal, the employee is on hand with the tablet and can, for example, carry out transactions that are otherwise only offered at the counter such as authorizing withdrawals above the defined cash limit.”
Problem averted, loyalty enhanced.
The following video demonstrates the Wincor Nixdorf tablet-based assisted teller solution in action.
Suzanne Cluckey / Suzanne’s editorial career has spanned three decades and encompassed all B2B and B2C communications formats. Her award-winning work has appeared in trade and consumer media in the United States and internationally.
Source: ATM Marketplace