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ATMs – Focusing on the Customer |
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 It can be easy to forget that the ATM channel is the most heavily used touchpoint by consumers. It has been deployed by financial institutions around the globe for decades to extend their footprint. While it was the first 24/7 channel and is often viewed as a mere cash dispenser, the ATM is now evolving into a new era of increased functionality.
Many ATMs now run under Microsoft Windows which allows for all kinds of advancements, particularly in the area of the user interface. Today, consumers enjoy a much more user-friendly graphical interface that often includes touchscreens. The Windows environment permits much richer interfaces and content, plus the ability to personalize and streamline the screens to each user’s preference for language, withdrawal amount, etc.
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ATM Integration Strategies to Capture Customers |
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 For the first few decades of the ATM industry, the ATM environment was well defined. Financial institutions would buy ATMs from a limited number of manufacturers; these ATMs would run software provided by the hardware vendor; and, in most cases, the ATMs would also be serviced by these same providers. The result was a stable operating environment that helped support the emergence of this important banking delivery channel.
Based on the 2006 ATM Deployer Study, the most comprehensive study of the U.S. ATM industry with data covering over 134,000 ATMs, 26% of U.S. ATMs are currently running Windows. However, ATMs are poised to change significantly as deployers migrate from OS/2 to Windows and from proprietary software to open standards. Within two years, the adoption of Windows-based ATMs will grow to 63% of the installed base. Moving to Windows-based ATMs offers at least three important advantages:
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Check 21 Opens New Competitive Landscape |
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 Remote check capture, both at bank branches and company offices, has
gone from a concept to a competitive edge in banking during the last
year.
The major banks have gone from pilots to rollouts, said Steve Buchberger, senior vice president at Wausau Financial Solutions.
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Charter Bank's New Encryption Device - the Keyboard |
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 At Charter Bank in Bellevue, WA, multi-factor authentication will soon
be as close as a keyboard. The bank is using an application from
BioPassword, an Issaquah, WA company, to capture a user’s unique typing
rhythm and then use that rhythm to validate his identity the next time
he logs in.
With BioPassword running on a Windows server, a
user with an existing user name types in his password 10 times. The
server learns the unique rhythm of his typing and creates a profile and
establishes a strong authentication process without using a token or
thumbprint reader.
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Rabobank’s TV Banking Reaches Out to Customers in Their Easy Chairs |
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 On the one hand, Rabobank in the Netherlands is a modern, fast-growing,
bank with 50 percent market penetration in its home country that takes
pride in challenging convention and looking for new opportunities. On
the other hand, with a history that dates back more than a hundred
years, deep roots in agriculture, and a branch in virtually every town,
it has prided itself on a reputation as a respected, comfortable
community bank, with strong bonds to local neighborhoods.
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Tracking ATM Cash |
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 A vendor provides the link between banks that have technology galore, and armored car companies that may have old IT systems or none at all.
Ever wonder how come the local ATM never runs out of twenties? Or
why no other ATM does either? Morphis, Inc. software can predict the
demand at a particular ATM (more demand over the weekend in an ATM near
a sports arena, less for a central business district with little
shopping) and get the cash delivered, track the delivery transaction,
report to the bank and send out the bill for delivery.
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The Bank of Hawaii Engineers an ATM Mainframe Migration to Windows |
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 The Bank of Hawaii depends on its ATM network to provide cash to
tourists, serve the customers of the credit unions that have service
agreements with the banks, and to support local businesses by providing
currency and rolls of coins through its Super ATMs. The $10.2 billion
bank, which operates 500 ATMs throughout Hawaii, Guam, American Samoa,
Palau and Saipan, processes about three million transactions a month.
So
when the bank’s ATM software contract with ACI was coming up for
renewal, it began looking for alternatives to the Tandem – now HP
Nonstop – system that was at the core of its ATM operations.
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Gonzo Wealth Management Advice |
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 At BAI’s Retail Delivery Conference & Expo last year, Terence Roche and Steve Williams from Cornerstone Advisors of Scottsdale, AZ, ran a highly provocative session on “The Myths and Realities of Sales Culture” in banking. Highlights included the tip that a drawn-out account opening where a bank employee tries to capture a comprehensive view of the customer for future cross-selling opportunity doesn’t fool customers, and they don’t like it...
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Banking Strategies for a Rapidly Changing Marketplace |
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 Consumers have more choices than ever before when it comes to handling their finances. Many institutions are struggling to find the right mix of retail and commercial strategies, as well as the optimal way to combine their self-service, online and branch channels. Some financial services firms focus on ‘convenience,’ others on ‘service,’ and still others on the ‘customer experience.’ Some analysts argue that any institution’s success in retail banking demands a continual investment in their business and a close monitoring of changing trends in technology and customer behavior – all backed by a management team that has a strategic clarity to their approach.
We asked industry leaders for their insight on what marketplace trends to be most focused on today and going forward; some of the more innovative strategies they have seen applied; the role technology plays in determining strategy; and how they help FIs compete in this rapidly changing marketplace.
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