Omni-Channel Capture: An Evolving Strategic Direction

Transcription

1 Omni-Channel Capture: An Evolving Strategic Direction Vijay Balakrishnan, StratEx LLC Denis Bergeron, NCR Xan Kasprzak, Ensenta Corporation Joe Gregory, Orbograph Corporation November 6, 2015 Be sure to tweet about the #RDCSummit and

2 StratEx LLC Global payments consultancy Strategic planning Product roadmaps Business process improvement Alliances and channels Go-to-market programs Vendor evaluation Copyright 2015, RemoteDepositCapture.com 2

3 Today s Agenda Omni-Channel broad sweep, NCR Omni-Channel risk and policy, Ensenta Omni-Channel enabling infrastructure, Orbograph Questions and discussion Copyright 2015, RemoteDepositCapture.com 3

4 The Evolving Strategic Direction Centralized sorter capture Back Counter Sorter on a Rope Silo d solutions based on back counter architecture Technology drivers- browser/thin client, bandwidth, mobility Environmental drivers- changing branch model, consistent user experience, segmented risk and other policy administration Early days. Future direction? Copyright 2015, RemoteDepositCapture.com 4

5 Omni-Channel Capture: An Evolving Strategic Direction Denis Bergeron, Director of Product Management, Payments Solutions, NCR November 6, 2015 Be sure to tweet about the #RDCSummit and

6 NCR Focus: Consumer Meets Business Every day made easier More than 550 million transactions every single day, all over the world FINANCIAL RETAIL HOSPITALITY TRAVEL STADIUMS THEATERS No. 1 65% No. 1 4 of Top 6 +40% 6 of Top 10 ATM software & install base; 12M online & 6M mobile banking users NCR global share in Retail Self Checkout Solutions NCR position in restaurant Point of Sale solutions Global airlines rely on NCR for passenger enablement NFL, MLB, NBA & NHL stadiums that rely on NCR to power their fan experience US Theater circuits use NCR solutions; also, Fandango Copyright 2015, RemoteDepositCapture.com FY 2014 REVENUE: 6 $6.591 billion (+7.6% year over year)

7 Why Omni-Channel?: Customers Expect It Apple seamlessly integrates Omnichannel in its service delivery 3. Pick-it Up 1. Reserve Online 2. Get Confirmation Online Branch Call Centre People expect brands to allow them to move seamlessly between different channels (Forbes, October 22, 2015) Continuity of experience Instantaneous and coordinated information Copyright 2015, RemoteDepositCapture.com 7

8 Why Omni-Channel?: Bank Require It Omnichannel banking will be the outcome of rapid digital channel growth, combined with strong customer factors that sustain branches. Factors driving digital banking COST SAVINGS Factors sustaining branch banking CUSTOMER TRUST Grow revenue more efficiently Lower costs Branch networks are expensive to operate and the digital cost to serve is significantly lower. CUSTOMER ADOPTION OF DIGITAL Digital is now the most high touch channel because it offers customer convenience. Branches are becoming lower touch. CUSTOMER SATISFACTION Customers trust local branch staff considerably more than national bank brands. CUSTOMER SERVICE PREFERENCES Despite high digital adoption, customers still typically prefer to use the branch for some types of interaction. BRANCH ROLE IN SALES Manage risk Unlock amazing consumer experiences Most branch networks have not delivered sufficiently high customer satisfaction to prevent migration to digital channels. Copyright 2015, RemoteDepositCapture.com Even digital natives are dual citizens of the physical world. Convenient branch location is the most frequent reason for account switching. 8 Source: The Age of Omni-channel Banking, Transform UK

9 What is Omni-Channel (and How Does RDC Fit In)? Omni-channel is multi-channel done right (VP Customer Care, Time Warner) Single Channel Multi Channel Omni Channel Customers experience a single touch-point Customers offered multiple channel choices Choose the one that is most appropriate for customer (and bank) Enterprise may have a single view of the customer but operate in functional silos Customers receive a seamless, consistent experience across touchpoints Enterprise leverages single view of the customer in a coordinated way 9

10 Omni-Channel Capture CREATE RICH TRANSACTIONS ACROSS ALL CHANNELS Build seamless, cross channel experiences Ability to re-start, resume transactions & span channels Support transaction reversal/undo in all channels Centralized risk management by customer segment not necessarily by channel Develop a single customer view Persist all the information in one place for simpler use by channel applications Understand customer preferences Tailored interaction with the customer Bank or Vendor provided cross channel GUI Layer Remote Deposit Acquisition and Management Enterprise Services Intelligent Routing and Workflow CONTINUITY Integration to Core Systems

11 Omni Channel Considerations Enhances New Branch Operating Models Consistent Experience Requires Solid Understanding of Each Channel (And the Customers Who Use It) All Customer Touch-points, Physical & Digital Must Be Seamlessly Connected (Although You May Not Want to Use All the Tools in Your Tool Box All At Once) Implement a Centralized, Integrated System Benefits Exist for the Retail Bank & Operations (Strong, collective business case) 11

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13 Omni Channel Capture Xan Kasprzak, Director Major Accounts & Risk Management Ensenta November 6, 2015 Be sure to tweet about the #RDCSummit and

14 RDC is a Balancing Act Customer Experience Risk and Compliance Operational Efficiencies Copyright 2015, RemoteDepositCapture.com 14

15 Omni Channel Complicates Customers Selfselect Treated similarly Managing risk Universal API Core Multiple vendor integration requires a Universal RDC API and Common Risk Platform Copyright 2015, RemoteDepositCapture.com 15

16 Optimizing the User Experience Common Messaging Limits by Customer Group Deposit History with Images Real-time posting Fund availability Copyright 2015, RemoteDepositCapture.com 16

17 Optimizing Risk Mitigation RDC Channels - Shared Limits and Risk Controls Customer Experience Efficiency Risk Efficiency Risk & Efficiency Business Day Limits Items <Amt Items >Amt Items >Amt Items >Amt Trx ># route to Aggregated Daily w/out regardless of RF regardless of RF Groups FI Description route for Needs Review Deposit >AMT MICR/AMT RF route to Needs route to High Risk account status Queue Reject Auto Approve Review Queue Queue Gold Preferred Customers $100 $2,500 $5,000 $5,000 3 $50,000 Silver Business Users $100 $1,500 $5,000 $5, $25,000 Bronze default General Customers $50 $1,200 $1,200 $2,500 3 $4,000 New User Ensenta maintained based on date of first mobile deposit $0 $500 $500 $100 2 $2,500 Copyright 2015, RemoteDepositCapture.com 17

18 Optimizing Operational Efficiency Copyright 2015, RemoteDepositCapture.com 18

19 Bringing it all together Risk Mitigation Customer Experience Efficiency 19

20 Omni-Channel Capture Focusing on A Consistent Customer Experience Joe J Gregory Vice President Marketing Orbograph November 6, 2015 Be sure to tweet about the #RDCSummit and

21 Lines of Business CHECK RECOGNITION, IMAGE ANALYSIS, FRAUD PREVENTION HEALTHCARE PAYMENTS AUTOMATION CENTER (HPAC) 19 Years of Continual Process Improvements Check Processing Automation for any workflow 5 Years of Innovation Delivering Healthcare Payments Automation within Revenue Cycle Management

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23 For A Consistent Customer Experience 23

24 A New Way is Needed Multi-Channel Real-time Image Validation *POS, OTC, Inclearings 24

25 Paper-Originated Deposited items Cash checks Split deposits 25

26 Transaction Processing Goals Everytime: Consistent client experience Anytime: Available 24 hours per day Real-time: Within a few seconds Anywhere: Ubiquitous Risk mitigation: Fraud Errors Compliance 26

27 Challenges ATM Real-time, amount validation, fraud Kiosk User experience, transaction ease RDC Automation, balancing, ease of use, cash management, payer/payee fields Mobile Transaction acceptance, risk, endorsement, duplicates, fraud POS Implementation, accessibility, Check 21 Tablet Client experience 27

28 Optimizing Validation vs. Intervention Select thresholds Tune system Build scenarios for use cases Channel Document type Amount 28

29 Self Service Simulation Copyright 2015, RemoteDepositCapture.com 29

30 No Information Overlooked

31 Deployment Web Services/IIS or Self/Local hosted Owhere Test Cloud Integrator Service Bureau Banks 31

32 Use Cases: Business Value Self service Branch transformation Customer experience Process automation/ efficiency Fraud prevention & security Data Marketing 32

33 About The Presenters Denis Bergeron NCR Contact Info : Denis.Bergeron@ncr.com Xan Kasprzak Ensenta Corporation Contact Info: Xan@ensenta.com Joe Gregory Orbograph Corporation Contact Info: Joe.Gregory@orbograph.com Vijay Balakrishnan StratEx LLC Contact Info: Vijay@stratexglobal.com Copyright 2015, RemoteDepositCapture.com 33

34 Copyright 2015, RemoteDepositCapture.com Questions?