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TRANSCRIPT
NBG offers Banking Services in remote locations using ATM Cash Recycle and i-Bank Pay Spot
Georgia BotsikaHead of ATM Channel Digital Channels Division
ATM & Payments Innovation Summit Madrid 17-19 October 2018
02
Agenda
1. National Bank of Greece
2. The new banking model - digital transformation
3. Digital transformation drives banking business
4. Statistics of Digital Channels in NBG
5. ATM Cash Recycle in i-bank stores
6. ATM Cash Recycle in retailers
7. Banking Services in the Greek Islands
8. Customer Experience
9. NBG Benefits
10.Future Plans
03
National Bank of Greece - Overview
National Bank of Greece
Founded in 1841, enjoyed the right to issue banknotes until the establishment of the Bank of Greece in 1928
Strongest financial group in Greece
• ~26% of the market share in retail banking in Greece with > 9,3 m deposit accounts
• >482 Full Retail branches +
• > 56 Small Branches
NBG Group
• Now operating in 7 countries
• Assets of 65 € m (FY2017)
• 11,200 total group staff
• 578 branches
NBG is a key player in Greece, servicing >9,3 m customers
4
Net
NBG Eurobank Alpha Bank Piraeus Bank OTHERS TOTAL
Branches 482 385 458 559 170 2.054
On-site ATM 792 489 621 865 172 2.939
Off-site ATM 674 403 499 1.133 63 2.772
Total ATM 1.466 892 1.120 1.998 235 5.711
% ΑΤΜ 25,7% 15,6% 19,1% 35,0% 4,1% 100%
ratio
ΑΤΜ / Branch3,0 2,3 2,4 3,6 1,4 2,8
On-site / Branch1,6 1,3 1,4 1,5 1,0 1,4
Off-site / Total46% 45% 45% 57% 27% 49%
as of 30/06/2018
ATM Market Share in Greece
The new banking model - Digital transformation
Internet Banking
ΑΤΜ/APS
Contact Center
Branches Net
Customer
Mobile Banking
POS
06
Digital Channels from 2010 to 2017
Internet Banking Mobile Banking
Active Users Active Users
New Internet
Banking
Capital
Controlsi-bank New Mobile
Banking
Capital
Controlsi-bank
Total Digital Revenues (IB, MB, ATM) Transaction transition
* adjustment
*
31%
47%
22%
2016
Branches
ATM / APS
IB / MB
28%
45%
27%
2017
Branches
ATM / APS
IB / MB
2018 E
Electronic
Channels
> 75%
Electronic Channels
69%
Electronic Channels
72%
07
Bill payments via 3rd Party Networks
Registered
Merchants
Transactions
Active Merchants
Devices+30%
211 th.
16,6 mn
+75%
+62%
696
496
748
+24%
+21%
1078
828
1182
626 th.
52,1 mn
Total
362
320
412
415 th.
35,6 mn
-14%
-17%
-18%
+14%
+5%
+10%
+4%
+10%
+29%
+18%
300 300
To reach 2,000 spots total in
2018
20
12
22
0,05 th.
0,005 mn
08
Digital Transformation drives banking business
Branches Contact CenterATM APS
POS
Internet Banking
Mobile Banking i-bank Pay Spot
Digital channels provide the banking services needed in places where branches are expensive to maintain.
09
NBG Digital Channels Transactions Statistics
• ~1466 machines in 2017
•~3.6m debit cards, >2m used monthly
• >140m transactions of value >16bn
• ~8000 transactions per ATM per month
• >74m withdrawals of value > 14bn
• >4m deposits of value ~1.4bn
•~400K registered users
•Rapid significant growth especially in iphone users
•Mobile banking available to most smartphone types
•> 900K registered users
•Double digit growth in users yoy
•Extended list of transaction types and payments
• ~ 500th incoming calls
• >130 outgoing calls
• 86% < 20 sec answering time
• > 1000 registered merchants
• ~ 800 active merchants
• Extended list of transaction types and payments
ATM Types in National Bank of Greece
213%
61%
45455%
24029%
10112%
ATM ΜΕ BNA - RECYCLING
NCR GBRU
DBL GBRU
NCR BNA
DBL BNA / ENA
WIN BNA
120082%
27218%
ATM Instalation
TTW
LOB
77895%
445%
ATM Deposit online
Branches /
onsite
offsite
as of 31/08/2018
011
ATM is still a frequently used digital channel
2014 2015 2016 2017 2Q 2018
number of transactions 111.893.098 130.085.460 134.368.555 140.694.998 69.551.731
value of transactions 16.509.479.169 17.351.934.243 16.868.428.672 16.038.165.660 7.635.871.328
2014 2015 2016 2017 2Q 2018
number of withdrawals 67.974.971 79.702.837 74.809.617 74.107.486 36.497.475
value of withdrawals 14.762.888.382 15.596.718.628 14.957.677.737 13.852.991.589 6.536.246.495
average of withdrawal amount 217 196 200 187 179
2014 2015 2016 2017 2Q 2018
number of others (deposits, payments,
interactions) 43.918.127 50.382.623 59.558.938 66.587.512 33.054.256
Value of others (deposits, payments,
interactions) 1.746.590.787 1.755.196.895 1.910.724.980 2.184.996.914 1.099.138.315
0
20
40
60
80
100
120
140
160
2014 2015 2016 2017 2Q 2018
Vo
lum
e m
n
total transactions withdrawals others
0
2.000
4.000
6.000
8.000
10.000
12.000
14.000
16.000
18.000
20.000
2014 2015 2016 2017 2Q 2018
Valu
e b
n
total transactions withdrawals others
012
NBG’s Business Plan for ATM Channel
• ATM to remain a key contact point to NBG customers
• Offer enhanced and competitive banking services
• Support pre-staged mobile transactions
• Offer personalized services
• Support Internet Banking transactions
• Decrease operational cost
• Increase cash deposits
013
NBG Recycle Cash to decrease ATM cost in specific business areas
1.i-bank stores – the new digital branch model
• Need to support a high volume of transactions
• Satisfy customer need for cash deposit
2.Retail Customers
• Offer Instant Cash, a new banking service
3.Remote Areas – Greek Islands
• ATM is “the bank”, since no branch is available in
small islands.
014
Significant milestones of ATM Cash Recycle in NBG
• 2000: The Starfish project started in 2000. Installation of 2
Recycling ATM in 2 islands (Sikynos & Psara)
• 2007: Installation of 6 Recycling ATM in 6 Branches in the
Metropolitan area of Athens and Thessaloniki
• 2009: Installation of 2 Recycling ATM in the new branch of NBG (i-
bank store)
• 2010 - 2012: Installation of 6 Recycling ATM in 3 new i-bank stores
(2 in Thessaloniki and 1 in Athens).
• 2015: New i-bank store in Larisa – installation of 2 Recycling ATM
• 2017-2018: Installation of 5 Recycling ATM in 2 i-bank stores
(Xanthi & Syntagma Sq. Athens)
• 2018: Installation of 3 Recycling ATM in islands (Kasos, Kythnos,
Amorgos)
PSARA
SIKINOS
Chios island
Mykonos Island
Naxos
Island
Ikaria islandTinos Island
Andros Island
Recycling ATM Phara
015
NBG New Branch Model i-bank store is supported by Recycling ATMs
Future points
- Patras
- Heraklion
- Ioannina
i- Bank Stores
- The Mall Athens
- Athens Metro Mall
- Kifissia
- Syntagma Square
- Aristotelous Square - Thessaloniki
- Medicosmos -Thessaloniki
- Larisa
- Xanthi
ATHENSPATRAS
LARISAIOANNINA
THESSALONIKI
HERAKLION
XANTHI
016
NBG i-bank stores
017
ATM Recycle Cash in i-bank stores
ATM_ID NAMEReplenishments
#
Withdrawals
#
Withdrawals
€
Deposits
#
Deposits
€
Deposits /
withdrawals %
NB0717H1 i-bank store Larissa 4 2.639 500.727 949 651.859 130%
NB07174Ri-bank store Mediterranean Cosmos Thessaloniki 1 3 2.675 514.989 453 278.148 54%
NB07173Q i-bank store Aristotelous Sq 3 2.521 470.379 395 251.148 53%
NB07176Ti-bank store Mediterranean Cosmos Thessaloniki 2 4 3.716 665.269 450 352.226 53%
NB08699Q i-bank store The Mall Athens 1 3 2.943 528.319 331 151.738 29%
NB08690R i-bank store The Mall Athens 2 4 3.736 628.434 345 130.959 21%
NB08691T i-bank store Kifissia Athens 1 2 1.628 417.529 199 80.369 19%
NB08694P i-bank store The Mall Athens 3 4 4.656 744.206 369 131.361 18%
NB08692T i-bank store Kifissia Athens 2 3 2.116 482.040 188 63.503 13%
0
100.000
200.000
300.000
400.000
500.000
600.000
700.000
800.000
0
1
2
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NB
0717H
1
NB
07174R
NB
07173Q
NB
07176T
NB
08699Q
NB
08690R
NB
08691T
NB
08694P
NB
08692T
i-bank stores
Replenishments # Withdrawals € Deposits €
018
NBG Recycle Cash in Specific Retail Customers
ATM_ID NAME Replenishments # Withdrawals # Withdrawals € Deposits# Deposits €
Deposits /
withdrawals
%
NB086954 Froneri Hellas Ice Cream S.A. 16 183 27.676 625 1.116.023 4032%
NB07173Z Super Market Gountsidis AE Drama 5 2.250 499.846 131 259.816 52%
0
200.000
400.000
600.000
800.000
1.000.000
1.200.000
0
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2
3
4
5
6
7
8
9
10
NB
07173Z
NB
086954
Retail Customers
Replenishments # Withdrawals € Deposits €
019
NBG Cash Recycle in the Greek islands
CRETE
KASO
S
SANTORINI
MYKONOS
KYTHNOS
FOURNOI
SIKINO
S
CHANIA
AMORGOS
ATHENS
Chios islandPSARA
Naxos
Island
Ikaria islandTinos Island
Andros Island
Samos island
Kos island
Folegandro
s Island
Serifos Island
Syros Island
XanthiKavala
THASOS
ATHENS
020
Main Challenges for Greek Banks to support customers in the Islands
• CIT Cost
• Time to reach ATMs (6h, 12h, 24h)
• Ferry’s Timetables (daily for big islands, every second day for most, once a week for some)
• Weather conditions – Departure’s detention
• Intense seasonality in demand – Population (inhabitants + visitors) might vary *10 or even *20
• Availability and capacity of 3rd Party Providers and Partners
• Security issues (Police force capacity, Stand-by personnel per ATM, Increased security measures)
• Infrastructure issues (Power and/or communication outages)
021
Two digital channels support transactions in the Greek Islands
Recycling ATM in Kasos
i-bank pay spot:an integrated payment service in cash or
debit/credit card for retail stores
• Bill Payment Q
• Cards
• Loans
• Telco’s
• …….
• Payment of Public
Authorities Depts:
• Tax Depts
• Road Depts
• …….
Recycling ATM Transactions:• Withdrawals
• Money transfers
• Mini statements
• Deposits
• Bill payments (Cards,
Loans,
Telco's, etc)
• Balance Inquires
Personalized Campaigns and Marketing
022
NBG Recycle Cash in the Greek Islands
SANTORINI
Mykonos Island
KYTHNOS
SIKINOS
ATHENS
Naxos
Island
Tinos Island
Andros Island
Folegandros
Island
Serifos Island
Syros Island
THASOS
XANTHIKAVALA
023
Greek Islands - Efficient ATM Cash Recycle
ATM_ID NAME Replenishments # Withdrawals # Withdrawals € Deposits# Deposits €Deposits /
withdrawals %
NB0869L8 Merichas Kythnos 1 1.353 242.273 133 267.033 110%
NB0717V0 limenaria Thasos 3 2.001 446.499 368 263.461 59%
NB0717N4 Phara 2 510 115.289 119 56.689 49%
NB0869N4 Sikinos 1 451 98.635 81 34.821 35%
NB0869I0 Oia Santorini 4 2.620 465.815 208 139.539 30%
0
50.000
100.000
150.000
200.000
250.000
300.000
350.000
400.000
450.000
500.000
0
1
2
3
4
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10
Meri
has
Kyth
no
s
lim
en
ari
a T
haso
s
Ph
ara
Sik
ino
s
Oia
San
tori
ni
Recycling ATM in islands
Replenishments # Withdrawals € Deposits €
024
CRETE
KASOS
SANTORINI
MYKONOS
Kythnos Island
FOURNOI
SIKINOS
CHANIA
AMORGOS
Naxos
Island
Ikaria islandTinos Island
Samos island
Kos island
Folegandros
Island
Serifos Island
Syros Island
NBG Recycle Cash in the Greek Islands
SFAKIA
025
Greek Islands – non efficient ATM Cash Recycle
ATM_ID NAME Replenishments # Withdrawals # Withdrawals € Deposits# Deposits €Deposits /
withdrawals %
NB0869I7 Myconos 4 3.239 562.538 316 101.218 18%
NB0869N3 Fournoi ikaria 2 1.188 223.454 53 29.118 13%
NB0869N6 Aigiali Amorgos 1 2.192 333.053 91 32.413 10%
NB071747 Platanias Chania4 2.104 382.199 82 20.567 5%
NB0717R9 Fry Kasos 1 429 83.425 16 4.205 5%
NB071751 Sfakia Chania 3 1.179 272.809 14 5.604 2%
0
100.000
200.000
300.000
400.000
500.000
600.000
0
1
2
3
4
5
6
7
8
9
10
Meri
has
Kyth
no
s
lim
en
ari
a T
haso
s
Ph
ara
Sik
ino
s
Oia
San
tori
ni
Recycling ATM in islands
Replenishments # Withdrawals € Deposits €
026
Customer Experience
• Bank’s presence in places where no branch is established
• Bank’s presence in places where branches are closed
• Full Digital Banking Services
• Bill Payments supported by different channels
• Cash Deposit Capability
• Capability to pay bills by cash or debit/credit card
027
NBG Benefits
• Bank’s presence in places where no branch is established
• Bank’s presence in places where branches are closed
• Customer satisfaction
• One more step to digitalization
• Increase number of transactions
• Increase deposits
• Decrease transaction cost
• Work on the next generation ATM
028
Future Plans
1. NBG will expand the service model to the islands of:
• Astypalaia,
• Folegandros,
• Serifos
2. NBG will enhance the ATM transaction offering
implementing :
• Pre - staged Mobile Transaction
• Web transaction
SERIFOS
FOLEGANDROSASTYPALAIA
Amorgos island
Naxos
island
Sikinos islandIos island
Milos island
Paros island
Antiparos islandSifnos
island
Santorini island
029
In the Greek Case Study
Cash Wins the War
Thank you
Georgia BotsikaHead of ATM Channel
Digital Channels Division