simplifying operations for financial institutions … · innovative solutions, enabling them to...
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INNOVATION CONFERENCE 2017
SIMPLIFYING OPERATIONSFOR FINANCIAL INSTITUTIONS WITH DIGITAL CONNECTED SERVICES
Venkat Ramamurthy, General Manager, Services Enablement, NCR
NCR Innovation Conference 2017: Confidential
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Pope John Paul – 2005
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3NCR Innovation Conference 2017: Confidential
Pope Francis - 2013
“Technology is a part of every experience”
Top 10 trends in Banking -2017, Capgemini
Macro Trends Driving and Enabling Digital Growth
4NCR Innovation Conference 2017: Confidential
Banks as a Platform (BaaP) is a complete shift in the banking business model, directly linking with FinTechs for their innovative solutions, enabling them to provide a one-stop shop for customers
78.8%Banking executives agree
on a FinTech Partnership
Banks Are Increasingly AdaptingPublic Cloud Services, as itprovides Flexibility and Agility
19.4%CAGR in IT spending for
Public Cloud Services
35-60%
Banks are looking to increasetheir Efficiency and Productivityby investing in Robotic ProcessAutomation (RPA)
Operational Expense
Reduction through RPA
$202B
Biometric authentication will help banks to combat identity theft, maketransactions more secure, and enhance the customer experience
Expected Value of
Cyber Security - 2020
Increasing digitization and connectivity has triggered an increase in incidents of data breaches, compelling banks to strengthen their security systems
$2.1B Estimated Cost of
breaches in 2019
Artificial Intelligence (AI) and cognitive technology enablebanks to speed up itsdigitization initiatives and provide targeted, customizedproducts and services
$19BAI enabled Hyper
Personalization$405B at Stake
Financial Institutions’ Strategic Priorities Aligned to Industry Trends
5NCR Innovation Conference 2017: Confidential
Sales & Services Transformation
Virtual Tellers & Video Based Advisors
Cybersecurity
Connected & Targeted Advertising
Payments
$152B
$97B
$67B
$405B
$43B
$46B
Connect interactions across multiple
channels by enabling intelligent,
personalized customer interactions that
blend physical and virtual experience
Cx
Automate customer questions and
transactions with self-service channels;
increase employee productivity
Employee Productivity
Layered security management to mitigate
physical, logical and network threat
vectors and protect brand integrity and
customer experience
Defense in Depth
Deliver targeted advertising and
marketing through email, social media,
online advertising, mobile devices, and
ATM; Leverage Big Data Analytics
Hyper Personalization
Enable consumers to use mobile phones to
pay for products and services; improve
customer convenience; and capture
underbanked markets. Horizontal
improvements in network efficiency,
collaboration, etc.
Connected Payments
Digital Transformation Success
75%OF BUSINESSES WILL HAVE
DIGITAL TRANSFORMATION
2020
NCR Confidential 6
“To be part of that 30 percent, business and IT leaders must be ready and willing to innovate rapidly from a business model, business process and technology perspective.”
- Julie Short, Gartner
Support models not aligned to strategic priorities
No real time insights
Complex and inefficient business processes
Defense in depth not adequate
30%Success
70% Non-functioning and ineffective Self Service channel
Our Digital Flywheel Driving Connected EconomyElevate customer and consumer experience via secured digital experience
Partner Ecosystem
Leverage API +Service
Orchestration
Recommendation engine
New segmented and personalized
offers and products
Design better interactions to drive
higher loyalty
Predictive analytics & insights
Peer group benchmarking
Segmented transaction and
interaction analytics
Omni Channel Support Interaction
Micro Services
Real Time Personalization & Segmented Insights
Connected Devices
Managed
Services
Managed Services Strategic Investments 2017+$40M in YOY investment
01
Omni Channel Support
$10M +
02
Big Data Analytics
$5M +
03
AI/ Robotic Process
Automation
$2M +
04
IOT
$5M +
Fit-For-Purpose Managed Solutions for Community Financial Institutions
9NCR – Confidential - Use and Disclose Solely Pursuant to Company Instructions
SecureKnow that your ATM network and your customers are protected with industry leading security infrastructure, tools, and best practices.
MonitorOversee your ATM network to detect (and predict) faults. 7X24 coverage for monitoring ATM status. Single point of contact to initialize and escalate ATM operational service requests.
MaintainEnsure the basic health of your ATM network with reactive service and backup management. NCR does this by using the best-in-class tools and certified people leveraging industry benchmarked processes.
ManageManage your ATM network with a suite of carefully designed and executed ITIL-based environment, set-up, problem and account management activities.
Integrated Managed Solutions bundles to meet your expectations on ATM network
availability and security at a price to meet your budget.
FIELDMACHINE SERVICEDESK
MANAGED SERVICESCASE MANAGEMENT
INTELLIGENT ANALYTICS
MACHINE TO
MACHINE
FIELD
DELIVERY
INCIDENT MANAGEMENT
PROBLEM MANAGEMENT
CHANGE MANAGEMENT
END-POINT MANAGEMENT
HUMAN REMOTE RESOLVEMACHINE AUTO RESOLVE ONSITE CE RESOLVE
PREDICTIVE SERVICES INCIDENT MANAGEMENT AUTOMATED REMOTE
RESOLVE
DEPLOYMENT SERVICES HW MAINTENANCE SERVICES DEPOT SERVICES
MINUTESSECONDS HOURS/DAYS
Integrated Managed Service Delivery
Guest Experience | Store Availability & Profitability | Operational Efficiency
Value of Managed SolutionsWhen a customer moves from a Maintained environment to a Managed environment; they can experience…
11NCR Innovation Conference 2017: Confidential
Response % Met
Resolve % Met
3%
4%
Service Levels
Downtime Per Incident
Downtime Per Incident in PPM
18%
16% Parts Usage
4%
Availability
Outliers (Workorders > 24 hours)
3% Onsite + Travel Time
13%
First Trip Resolution %
2%
CFI Availability Improvement Journey
Monitor and MaintainBasic monitoring and maintenance of one of your most important customer touchpoints.
Enable and DefendPlus includes all the benefits of Par, with an additional layer of confidence through software image backup and updated physical and logical security.
Secure and InteractPremier includes all the benefits of Pro, and even greater security and back up capabilities with greater governance and management to deliver the premier experience your customers expect.
Predict Pro includes all the benefits of Plus, with the ability to predict and proactively manage incidents and problems before they impact the consumer experience. Drive greater continuity through regulated power to your ATM network
PARPLUS
PROPREMIER
12NCR Innovation Conference 2017: Confidential
4 tiers, priced per ATM/month
Drives high ATM availability
Reduces security risk profiles
CFI Availability Improvement Journey
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You Can Experience:• Increased availability across the ATM channel• Fewer failed customer interactions• Reduced exposure across physical and logical threat vectors• Reduced total cost of ownership
12X7 HW maintenance
• 24X7 Monitoring• Parts Availability
improvement• SLA Management – Call
One• Remote Resolution• CE Dispatch Optimization
• Card Skimming Threat Mitigation
• Keeping SW stack compliant with Microsoft OS updates and APTRATM
updates.• Gold Disc Image Restoral
• Remote SW image restoral from 2nd Hard Disc partition
• Malware and application threat mitigation
• Lifecycle relationship mgmt.
• 20% SLM reactive work order conversion into predictive
• Mitigate power surges
Par Plus PremierPro
98.2%
98.5%
98.7%
99%
98.0% 200 bps 300 bps 200 bps 300 bps
Maintained Managed
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BoothExperience NCR Managed Services
Services and Security Operations
Center
“Finding and hiring new staff with the right skill set to manage our large fleet of ATMs and distributing software updates at that scale can be both challenging and expensive. By engaging NCR Managed Services, we reduce costs from taking these operations in-house, while leveraging the best talent and resources available.”
- Patti Melvin, AVP Citi National Bank
INNOVATION CONFERENCE 2017
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INNOVATION CONFERENCE 2017
APPENDIX
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MANAGED
POINTS OF
SERVICE
FIELD STOCKING
1,100+LOCATIONS AROUND
THE GLOBE
UNIQUE PARTSMANAGED
AND
MORE THAN
SUPPORTINGLANGUAGES
2015 IAOPOUTSOURCING
NON-NCRDEVICES
SERVICED
OFSERVICE
AVAILABILITY
15M
WE SERVICE A DEVICE
4SECONDS
600K+
2.6SECONDS
WE TAKE A CALL
180,000+
27001:2005
22301:2003
1002.5M
20M+
SERVICE
INCIDENTS
CUSTOMER ENGINEERS
13,00020,000SERVICES
PROFESSIONALS
IN
180+COUNTRIES
WORLD-WIDE
LOCAL
OPERATIONS
CENTERS
4
6.5M+CUSTOMER
DEVICESSERVICED
ISO CERTIFIED
VENDORSSUPPORTED
300
VIA REMOTESERVICE
MANAGEMENT
SERVICE
OPERATIONS
CENTERS
9
25
SERVICE REQUESTSREMOTELY RESOLVED
3M
NCR Innovation Conference 2017: Confidential 18
Integrated Managed Solutions Value Tiers
Par Plus Pro Premium
Monitor
7x 24 ATM Fault Monitoring - Reactive
7x 24 ATM Fault Monitoring - Proactive and Predictive
Advisory (Business Rules Health Check & Tuning)
Maintain
HW Maintenance (1st and 2nd Line)
Power Conditioning O O
Image X (Gold Disc) O
Image Back up and Restore
Secure
Physical Security (Skimming Protection)
Logical Security (WIN OS Updates, APTRA EDGETM Updates)
Logical Security (Whitelisting, Bios Mgmt.) O O
Manage
Incident Mgmt.(Escalation & Triage), Problem & Change Management
Remote Management
Configuration & Policy Management O O
Account Support
= Standard O = Optional
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Integrated Managed Solutions Highlights
• 7/24 Fault Monitoring: Automatic machine to machine real time alert notifications. Intelligent service request creation, automatic triage & escalation of service requests, and transaction monitoring.
• 7/24 Remote ATM Support: NCR @ Your Service is a secure easy-to-use, web-based tool that provides you direct access to NCR’s worldwide support infrastructure 24 hours a day, 7 days a week.
• 7/12 Maintenance Coverage: First Line Maintenance/ Single line Maintenance (SLiM), Second line maintenance.
• Account Support
In addition to Par,
• Skimming Protection: Protects against card skimming attacks and skimming alert management.
• Software Updates: Microsoft OS and APTRA™ (4 x Year)
• Gold Disc (Image X): Creation of ATM Image X (2 x Year) that is distributed and stored locally at the ATM or branch resulting in significant decreases in repair/restore time for issues requiring software
In addition to Plus,
• Predictive Services: Anticipate problems based on machine learning algorithm and big data on ATM components before they happen and perform full diagnosis and service dispatch if required before your consumer experience is impacted. Machine learning and service intelligence.
• Power Conditioning: Cleans and stabilizes facility power to the ATM. Address up to 70% of power anomalies both from the internal environment and out-side world with an isolated transformer with surge protection.
In addition to Pro,
Image Backup and Restore: Backup your SW application image (52 x Year) on your secondary partition of hard drive via a single, centralized management console. Universal Restore, Disk Imaging Technology, Centralized management, compression & deduplication, multiple backup destinations.
Application Whitelisting: Protects the software environment against unauthorized updates and malware. Zero-day protection, centrally monitored and managed.
BIOS Configuration Management: Remotely lock down your ATMs against attacks from external media, such as a CD or USB, attempting to boot directly at the ATM. With the updated BIOS, attempts to boot from an external drive will be stopped.
Par Plus PremierPro
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