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TRANSCRIPT
How to use assisted self-service devices
to deliver outstanding customer
experience
18th October 2018
#ATMEurope2018
Mark Aldred – Head of International Sales – Auriga
Sérgio Magalhães - IT Development Director- MillenniumBCP
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MillenniumBCP in the World
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MillenniumBCP in the World
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Cost reduction continues… …making Millennium bcp one of the most efficient banks in the Eurozone
1H2018 MillenniumBCP Hilights in Portugal
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Completed cycle of operational turnaround….
… with very important
projects in Retail
Network
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DIGITAL
TRANSFORMATION
CUSTOMER
EXPERIENCE
INNOVATION &
CUSTOMER ENGAGEMENT
PROCESS
SIMPLIFICATION
&
EFFECTIVENESS
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All these projects building the path to the Future of the Retail
Network …
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▪ The Reality of the Branches:
▪ Some people don’t believe in Branches… and CASH is not necessary…
Do we need Branches and use Cash in the digital age?
▪ Physical branches are still the
major channel of customer
acquisition and cross-selling that
fuels revenue growth!
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And the end of Cash already “being announced”…
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But “being announced” doesn’t mean “the end of Cash…”
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And the use of Checks is declining…
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41623646
3184 2836
0
2000
4000
6000
2014 2015 2016 2017
Checks Issued
Customers Love Cash and Checks… at least in Portugal!
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Banco Português do Atlântico Porto, 1965
“Teller-Assisted” started more than fifty years ago…
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…and fifty years later we decided to launch…
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Teller Assisted Units play an important role transforming the branch
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Bridging The Physical and The Digital…
The customer Journey
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Deposit
for
Companies
Ponto Millennium
High
Tra
nsa
cti
onality
TotalPersonal relation
Mixed
Segments
(Mass
Market
+
Personnel
Management)
Personal
Management
Millennium
Center
Low
Mass Market
Traditional “as is”
with Tellers
Self Assisted Branches
Traditional only
S2S
The Future| Different Formats
Self Assisted Branches
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Customer Servicing| Comparing with other devices
Cash RecyclerTeller Assistend
Unit
Cash Withdrawal (Notes)
Entrega para depósito de notas
Entrega para depósito de moedas
Entrega para depósito cheques
Emissão de cheques
Emissão de Extratos A4
Consultas
Transferências
Recirculação de notas (ECB artº6)
Contadora notas (c/fitness + faceamento)
Depósito e levantamento de moedas €
Depósito e digitalização de cheques
Pagamentos de cheques
Sistema de videoconferência
Transações cashless (homebankig, Multibanco e Rede Interna)
Customização pessoal/cliente - favoritos
Agendamento de contacto
Consulta e envio por email de documentos pdf
Pagamento serviços e impostos (c/leitor de código de barras)
com cartão ou em numerário (com realização de trocos)
STC – Sistema de transferência segura de Cash
Reforços ou subscrição de aplicações
Autenticação: várias opções
Publicidade, CRM, produtos e formação
New
Branch Teller
ATM CAT
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Teller
84% Deposits
MTM
52% Deposits
ATM
15% Deposits
Transactionality of the customers deposits across the “endpoints”
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Transactional Efficiency and Self-Assisted Experience
Treasury
"Out of hours"
Possibility to carry out
transactions outside the
branch's opening hours
24% transactions
after the branch
is closed
Deposits and
withdrawals of
checks and cash
Possibility to make
deposits and withdrawals
of notes and coins and
choose denomination
15% deposits
6% withdrawals
Withdrawals
above the ATM
limits
Possibility of withdrawals
> 400 €/ day
28 % of the
withdrawals
“Cardless”
Accessibility
New forms of
authentication -
Multichannel Code
3% of the
operations
Remote
AssistenceIncludes video and
audio
Teller service
24h in self-
assisted
approach
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Self-Service Area 24/7 with Arca Teller Assisted Unit
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Self-Service Area 24/7 with Glory Teller Assisted Unit
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Let’s take a look…
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A Multivendor Solution was built
Same Client and User Interface in
Glory and ARCA Teller Assisted Units
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…with the same UX in all the Millennium touchpoints!
Work in progress…
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Building the interface…
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…and we hit the goal for Innovation!
The Most Innovative Bank(% de Clientes 1º Banco que elegem o próprio Banco)
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…and we have the results!
The “formula” and the challenge stills the same: “Keep it close to Customer…”
The closest Bank for the customers(% de Clientes 1º Banco que elegem o próprio Banco)
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…and the awards!
https://www.atmmarketplace.com/articles/banking-fintech-innovators-
recognized-with-bank-customer-experience-awards/
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How to use assisted self-service devices to
deliver outstanding customer experience
Key Takeaway #4
Key Takeaway #1
It’s a Journey, not a destination
(Sprints and Cycles)
Key Takeaway #3
Focus on the Customer &
Employees
(UX, CX, Culture & Training)
Key Takeaway #2
It’s about a all Retail Network,
not a single location
(Formats and Footprint are
very important)
