delivering an enhanced atm and store experience · 2013. 10. 18. · the industry often build...
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Delivering an Enhanced ATM
and Store Experience
Jonathan Velline
Head of ATM Banking & Store Strategy
© 2013 Wells Fargo Bank, N.A. All Rights Reserved.
Las Vegas
October 21, 2013
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Meeting Customer
Expectations
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The industry often build multi-channel strategies
around cost savings
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$1.36
$4.04
$0.61
$0.17 $0.19$0.09
$0.29
$1.78
$0.16 $0.14 $0.14$0.04
$0.0
$0.5
$1.0
$1.5
$2.0
$2.5
$3.0
$3.5
$4.0
$4.5
BranchTeller
ContactCenterAgent
ATM ContactCenter
IVR
MobileBanking
OnlineBanking
Labor Plus IT IT Only
Cost per Transaction by Channel in US Banking: Labor and IT Costs Compared to
IT Costs Only (USD)
Source: CEB Towergroup, October 2012
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Channels are mostly fixed costs; average cost per
transaction doesn’t always tell the right story
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ATMs byTransaction Count
And, customers use multiple channels; new channels just add to cost to serve.
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We need to constantly evolve
our customers’ experiences
Our customers are asking for more – the bar is
being set by experiences outside of our industry
Our competitors are doing more – the bar within
the industry is being raised
Our regulators are demanding more – they’re
focused on the customer too
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The ATM Business at
Wells Fargo
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Wells Fargo has a history of ATM innovation
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The Wells Fargo You Know Me ATM Introduced in 2007
Immediately address customers
in their preferred language.
My Favorites, three transaction
short-cuts, based on customer
transaction patterns.
Receipts by text or email.
Award winning ATM Cash
Tracker feature helps customer
manage their finances
Charitable Donations provide a
convenient way for customers to
support their community.
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Wells Fargo now customizes the entire experience
for every customer at every ATM
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Remembering What Customers do Most
@WellsFargo new set up on the ATMS is freakin AWESOME!!!! good job! #happycustomer
Love the new customized @wellsfargo ATM's!! Knows my typical transactions and even knows my birthday!
Hey @Ask_WellsFargo, I love your new ATM software. It's so easy to use, and the "most used" function makes it really to do stuff in a rush!
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Services that Make Customers Happy Over 1 billion receipts through text or email
Love the email receipt option at the wellsfargo ATM.
Wells Fargo emails my ATM receipt to me. So awesome
Kudos @wellsfargo for offering emailed receipts from ATM deposits. Very cool!
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Gratitude for Community Support Over $3 million raised for charity
.@WellsFargo is doing a wicked cool thing, accepting donations to #HurricaneSandy relief funds at their ATMs!
Stopped at the ATM to get cash. @WellsFargo offered to let me donate to the Red Cross from the ATM so I did. #geniusidea
If you bank @wellsfargo you can donate to #sandy relief at your ATM right now.
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Bringing ATMs closer to your customers New NCR SelfServ37 weatherized walk-up ATM
Compact
Full functionality
Weatherized
Goes more places
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The Wells Fargo
Store Experience
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Meeting Customer Expectations at the Teller Line Eliminating paper process; consistent cross channel experiences
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Paper Slips Touchscreens
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Meeting Team Member expectations for Technology New Teller interface simplifies transaction workflow
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The Neighborhood
Bank
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Neighborhood Bank
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Neighborhood Bank Lobby after business hours
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Neighborhood Bank Lobby During Business Hours
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Neighborhood Bank
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Customers can request team member assistance Combining Teller and ATM technology
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Bankers see customer details and can assist
through tablet interface
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Customer Transaction Overview
Account Detail
Transaction Detail
Approval
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Meeting Customer
Expectations
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Prioritizing Design by Constituents Start with the user, not the business case
1. Team Members
2. Customers
3. Community
4. Shareholders
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© 2013 Wells Fargo Bank, N.A. All Rights Reserved. Confidential.