ATM & Cash Innovation Europe 2017: London, 13rd-14th June 2017

Transcription

1 ATM & Cash Innovation Europe 2017: London, 13rd-14th June 2017

2 Leveraging cash automation and technology for a new branch experience Matteo Baido Head of IT Innovation London, 14 June 2017

3 UBI Banca is a major player in the Italian retail banking industry Net Assets Territory coverage 4.5m Customers 1,916 Branches 4 5 2,310 Cash-out ATMs 321 Cash-in/out ATMs

4 2016 Strategic Plan announces a re-think of the distribution model Integrated multichannel distribution Model Footprint review New Branch concept Full customer access to all banking channels Omnichannel commercial promotion (70% of products sold cross channel in 2020) Branches network enhancement for private customers Simplification of branches territorial distribution Branch renovation of more than 40% branches =1646 New concept 700 Former UBI Branches Bridge Banks Nuova Banca Marche Nuova Banca Etruria Nuova Carichieti Total UBI Branches Footprint Rationalization Target 2017 Update of Strategic Plan

5 The project started with the definition of the new Customer Experience driven by a Customer expectation survey Distinctive Customer Experience Digital Innovation Bank Brand Awareness 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

6 The role of the branch in the new distribution model Branding Recognition and awareness Acquisition Customer Service Model Transaction automation Commercial impact maximization Customized customer experience Digital equipment for staff support On-time, simple and dynamic communication Services remotization Specialized advisory For relevant moments Project Challenges Cash, Checks and Passbooks management Education Digital migration Architectural Indoor-outdoor connection Armored entry elimination New meeting and support experience areas Digital and omnichannel education areas Different privacy-level areas

7 Modular branch model adaptable to different formats Always on Video Rooms High-value consultants position with higher privacy level and desktop sharing customer interaction Video Conference for Remote Specialists interaction Advisory room to run informal and digital interactions Advisory Meeting Room High Value Advisory Consultants position for basic, people & family advisory Video Room Advisory Showcase Assisted self Service Assisted self service machine for low value added transactions External and Self Showcase for communication, Open Branch concept Ext. Self Education Cash-in and cash-out accessible 24/7 Welcome Waiting Customer Digital Development (in team with the consulting area) to welcome and address customer Lounge area to foster dialogue and online content exploration Education area to educate the customers to the best product/service usage Welcome

8 Showcase Needs 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 Pag. 8 Solutions Digital Showcase Messages with simple and innovative layout Indoor transparency

9 Dynamic showcase for higher brand awareness Branding in the local area Full branded showcase Centralized Dynamic Digital Signage Video Rooms Advisor y External and Self Welcome Synergies between digital and analogical solutions for an Innovative communication to strengthen the local brand awareness First step into customer relationship improvement Pag. 9

10 Self Service Needs Safe and comfortable area for quick self service transaction (24/7) Idea of openness and easy access Solutions Wide space in the lobby Cash-in and Cash-out ATM Armored entrance removal Pag. 10

11 Next generation recycling ATM available 24/7 in a safe lobby 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 Our Technology Partner Selection: why we choose Auriga Video Rooms Advisory External and Self Welcome 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 ATMs), 12% in Western Europe Pag. 11

12 Enhancing ATM frictionless User Experience with standard and new Technologies A proven pathway to gain more from our existing ATM investments From Staff time saving to Customer time saving Technologies implemented Integrating the next generation functions also in existing ATM ATM + QR code Digital Frontend Cardless Withdrawal 17 different ATMs models 2 different hardware vendors Smart ATM Menu Pag. 12

13 Reception Needs Personalized experience and improve customer satisfaction Customer education to select the right interaction channel Effective customer management Pag. 13 Solutions Dedicated staff for reception, assistance and education to digital & self service channels Information support to direct the Customer to specific areas Digital queue management

14 A new customer-oriented and value-added way to welcome the customer Tech supports proactive reception Video Rooms Advisory External and Self Welcome The welcome desk can give first assistance, information and quick services to the customer The Digital Assistant can also show the digital education area to the customer Staff can assist customers in medium complexity transactions Queue management Enhanced customer experience and education Pag. 14

15 Education Needs 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 Pag. 15 Solutions 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.

16 Implementing dedicated areas where Customers can discover digital channels Omni-channel education for the best inbranch experience Video Rooms External and Self 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 Advisory Welcome Pag. 16

17 Teller Needs Customer time optimization Branch staff time optimization Giving an assistance level based on Customer needs and values Solutions New Self-Assisted technologies for basic operations Digital devices for a paperless experience Comfortable furniture Pag. 17

18 Strong automation of the in-branch operational area Automation of the most used services Video Rooms Advisory External and Self Welcome Assisted Self teller allows the Customer to manage low/medium complexity transaction. Each Assisted Self Teller can free up to 0.8 Full Time Equivalent of teller s time. Still one classic teller for high complexity transaction and to keep offering choice of human interaction. Dematerialization of teller documents Pag. 18

19 Making transactions shift to frictionless self-services A proven pathway to affordable innovation and Branch Transformation The evolution path towards Assisted Services Possibilities are the Fuel for Growth Pag. 19

20 Assisted Self Tellers implemented with an incremental approach aiming at 91% of transactions potentially automated The Assisted Self Teller rollout project Step 1 Basic Transactions Cash-out Cash-in Transactions history MAV Cash exchange RAV Postal Bills Step 2 Evolved Transactions Optical Character Recognition Tax payment forms S. Credit Transf. Check-in with any bank card Step 3 Marketing Integration Specific pricing CRM integration Contractual docs Login with Internet banking credentials or OTP Customer communications 91% Checkbook issuing Banker s draft Passbook withdrawal Passbook deposits Foreign currency Certificates NO SELF 9% Potentially automated Step 2 Test of different hardware makers Step 1 Pag. 20

21 Advisory Needs 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 Solutions Meeting areas with comfortable spaces for face-to-face advising with different privacy levels Smart Desk, staff workstation Technologies for real time offering Pag. 21

22 Advisory in private and semi-private areas for the best experience s fitted out offer the right level of privacy needed Video Rooms External and Self The smart desk connected with Wi-Fi in the whole Branch allows the advisor to move from the office to the semiprivate and private rooms with laptop Customer value added advisory is made in a more comfortable way with a maximized relationship Advisory Welcome Pag. 22

23 Remote Advisory Needs Giving skilled advisory even with no in-branch specialist Integration of traditional and evoluted solutions Solutions Video conference for remote specialists Dedicated meeting room for remote communication Pag. 23

24 Advisory in small branches can be managed with Remote Specialists Specialist advisory for all branches through remote channels Videoconference rooms enable us to provide high value added service even in small Branches Remote advisory for mortgages, insurance and other services Video Rooms Advisory External and Self Welcome High level service for small branches Pag. 24

25 Technology enables a personalized customer journey Recap: Branch equipped for an omnichannel experience Video Rooms Technologies implemented Laptop Graphometric signature Video Room Digital showcase Cash-in/out WI-FI Branch Customer Management Outside /self service area Next Technologies Customer Management Systems Branch Analytics Gamification Queue Remote Booking Advisory area CSA Digital signage Interactive Totem Tablet Welcome area Beacons Notification Customer Identification Pag. 25

26 Thank you