Branch network transformation

Branch network transformation – a journey of improvement and discovery

Anna PankrazSales Manager EECA

Wincor Nixdorf International GmbHGlobal Indirect Sales

© Wincor Nixdorf International GmbHBRANCH NETWORK TRANSFORMATION - MOLDOVA ICT SUMMIT 2016

Evolution of the Bank Branch

1400‘s 1800‘s 2000‘s 2020‘s

From simple interactions… …to high-end advisory services. From a formal relationship… …to trust and enriched experience.


Our vision

© Wincor Nixdorf International GmbH

From small beginnings...

BRANCH NETWORK TRANSFORMATION - MOLDOVA ICT SUMMIT 2016

Nixdorf Computer AG founded by Heinz Nixdorf.

Integrated with Siemens AG.

Launched as Wincor Nixdorf.

Now Europe’s leading technology partner for retailers and retail banks.

Pioneering innovations in cash handling and Branch Network Transformation.

Global presence: Over 9,000 people. 3 manufacturing facilities. Legal entities in 42 countries. Reaching over 130 countries.


...to global leadership


Leading companies trust in the solutions of Wincor Nixdorf.

21 of world’s Top 25 banks are customers of Wincor Nixdorf. 19 of Europe’s Top 20 banks are customers of Wincor Nixdorf.


From investment in innovation…


Proven ability to enhance customer interaction

and make banking more human with integrated channels, simplified processes and more efficient operation.

Track-record of innovation – including

1,549 patents and a history of world firsts.

60+ years of German engineering, design & in-house manufacturing expertise ensures quality and reliability.

4% of net sales every year is reinvested into R&D.

Over €99m invested in R&D to stay at the forefront of innovation.

Trusted partner for 85 of the world’s top 100 retail banks – including 21 of the world’s top 25 Banks, and 19 of Europe’s top 20 banks.

60+years


...to branch network transformation

Have you ever thought of who will be your customer in 2020?

By 2017, retail banks will be spending in excess of $16.5 billion on branch-based technology, along with making investments in other (physical and digital) channels in order to improve performance and deliver a better user experience.

Source: IDC,

End-to-End Benefits of a Transformed Branch Network


From multiple channels...


Market

Branch today Customer todayBranch remains key for high-end advisory services - 63% of mobile generation prefer the branch as the channel for account opening.

Source: IDC

Branch1980s

Online “Anytime”2000s

Mobile “Anywhere”2010s

Omni-channel “Anything”201Xs


...to human experience end-to-end


We believe: We understand: We transform:

Human demand for cash will remain – but banks will move away from physical contact to cash.

The customer experience will determine the success of a retail bank.

Branches are key to differentiation – but future branches will be completely integrated with the digital world and 30% more efficient.

Banking is a fundamentally human experience.

Branches must transform to thrive in a digital age.

This is a journey – and retail banks need a guide along the way.

The branch and its network, cutting costs by 25%.

The retail banking experience, with 35% more new business opportunities.

The end-user experience, with 25% more touchpoints and improved service.


The new branch network will not be one size fits all


The right mix of branch types is important

Relationships

100% Focus on Customer

Interaction

100% Automation

Presence

24/7 Customer Service

Innovation

100% Direct Experience

Transaction / ConvenienceSales / Relationship / Product Complexity

Cash Service

Shop in ShopSelf Service

Mini Compact

ExpressMobile

Community CenterFull-Service

Service Point

Flagship


From transforming the human experience



Our Branch Network Transformation Offering


To achieve 25% more touchpoints and 30% higher branch efficiency by transformation of the branch network.

To achieve 35% more business opportunities bytransforming the customer experience in the branch.

To implement processes that support branch staff to focus on sales and advising customers.

We accompany banks in their branch transformation journey Based on an end-to-end human experience

Branch typologie based on required customerservice models.

Assisted services bridging the gap between digital transaction and personal interaction.

Automation of branch processes enhancing access to bank services while increasing branch efficiency.


Teller-initiated solutionsTransforming the way branch staff work


Services initiated by branch staff and finalized by customer through various channels, e.g. Mobile, Self-Service, customer operated ATS.

Allowing cashless branches. Enabling cardless transactions. Boosting migration from teller

to self-service while keeping personal touch point.

Offering complete range of teller services.

Automated cash solutions free staff for higher-value conversations.

Extended, flexible Hardware and Software portfolio answering to your specific needs enabling relevant formats.

End-to-End integration expertise to ensure a seamless implementation of multiple channels.


Mobile-Service initiated solutionsThe technology – CINEO C2020

Initialization Finalization

Identification1 Time PIN generation

QR code

Authorization

QR code Cash

touch tap cash

Transaction Safe

CINEO C2020


What’s in it for your bank? Better total cost ownership Fast and easy integration Improved security Higher customer loyalty Attractive for new target groups (gen. Smartphone) Eco-friendly Space-saving

CINEO C2020 – The smart way to cash


Self-Service initiated solutionsThe technology – CINEO C4090


More than 90% migration of all personal customer teller transactions to assisted self-service through modular and flexible solutions:

View and manage accounts. Cash withdrawal of up to 4 denominations (notes and coins). Cash deposit of up to 4 (notes and coins). Cheque deposit. Money transfer between own accounts or to someone else. Bill payments as well as cash bill payments. Book appointment with staff.


Teller MigrationExample: Barclays

MIN

I/ S

hop

in S

hop

Full

Serv

ice


DBS Retail Banking Transformation

Meeter Greeter Quick Transcations Waiting Hall Customer iPads


Video teller solut ionsRemotely guiding the user journey

Enhance the human experience and provide assisted service 24/7 with a flexible and customer-oriented solution.

Remotely-controlled ATM The customer, without a card, starts

the transaction by pressing a button. This connects them to a video teller,

who asks for identification. The teller then guides the user through

getting cash, paying bills and more. If needed, the teller can directly control

the ATM to ease the user experience.

Standard self-service ATM

The customer can use the ATM as standard, with their card and PIN.

If assistance is needed, the user presses a button to start a video session.

A video teller will be connected to answer questions and guide the transaction.



Customer ReferenceBBVA Compass

A NewDrivethru

Experience…



Fast and convenient, Full functionUser friendly

EXAMPLE: MINI Assistance Modes via Video

Assistance modeenhance ATM transactionse.g. higher limits, overwrites get used to the ATM,personal guidancecall for help at any point

Full navigation by tellereverybody can use the ATMCardless Authorizationenhance ATM transactionse.g. higher limits, overwrites personal interaction



Teller Migration with Assisted Self-ServiceVirtual Teller Machine of “Get In Bank” (Poland)

Inside

Deployed in Airports, Supermarkets, and Malls (Retail Traffic) 20 units in product since the start of 2014 –200+ planned Increasing distribution points and adopting to new customers Immediate account opening, credit card issuing or mini loans



Customer ReferenceCBA Australia


Branch Network Transformation by Wincor Nixdorf

A Transformational Journey Thank You

Anna Pankrazmail to: [email protected]

Technology

Branch network transformation