Bank journal No. 2_2008

Best practice at the Merchants Bank ImTrend_Editorial

Dear Reader

Apart from KEBA’s domestic markets in and , China and constitute two regions that are examined in this edition of “Im Trend.” You can learn more about the Chinese financial world, gain an insight into the China Merchants Bank and gather information about the Chinese service network for KEBA ATMs. In addition, there are articles about the positive experiences of the UniCredit Tiriac Bank with the KePlus R6 and “Success stories” relating to Austrian and German financial institutes. Last, but least, this issue of “Im Trend” not only contains interes- ting specialist articles about KEBA banking and service automation, but also concerning the company’s latest trade fair successes.

May I close by wishing you pleasurable reading and a successful start to 2009.

Yours sincerely, Franz Berger KEBA Banking and Service Automation Business Unit Manager

Contents International: 10 KePlus R6 machines for the UniCredit Tiriac Bank

4 Leader: Best practice at the Products:

14 Green cash handling – China environment-friendly KEBA Merchants cash recycling! 16 The teller assistance unit with cash cycle technology Bank and fitness check

S_2 Please contact us for further information

KEBA AG Postfach 111 A-4041

Fax: +43 732 7090-0 E-Mail: [email protected]

Success stories:

18 The latest KEBA technology for an innovative savings bank 20 A forum for contacts 23 Almost a perpetuum mobile 26 24 Cash recycling in practice Events, news: Service automation:

26 victor conference and gala 29 The Danish Post Office orders another 60 KePols! 27 KEBA at the Sparkassen Contact Days 30 A huge success with a tiny terminal! 28 KEBA starts selling Novotech coin deposit 32 DHL cracks the million limit systems in Germany with the “Packstation”

KEBA at the IT Forum 2008 Imprint: Owned and published by KEBA AG, 4041 Linz, Gewerbepark Urfahr, Postfach 111, Tel.: +43 732 7090-0, E-mail: [email protected], www.keba.com. Editors: Helena Balaouras, E-mail: [email protected], Uta Apfelknab, E-mail: [email protected], Layout: Andreas Mair, E-mail: [email protected], Editing: Helmut Maresch

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The China Merchants Bank, which was founded 21 years ago, is one of China’s most progressive financial institutions. It is the first Chinese bank to successfully extend its business activities to the retail banking sector and to this end has established a tightly knit network of self-service bank branches. The CMB was also one of the first Chinese banks to switch traditional banking transactions to the Internet and is currently a leader in the Internet banking sector. Moreover, the Bank started to provide its customers with banking cards at any early stage with the result that it is by far the largest Chinese supplier of debit and credit cards.

Best practice at the China Merchants

As Dr. Ma Weihua, the president and CEO of the China Merchants Bank, explains, “Our culture of innovation Acommenced in 1995 with the introduc- tion of the all-in-one card. This allows our customers to complete virtually every banking transaction on a self- service basis. Our mutually fruitful in- novation partnership with the Austrian KEBA AG also dates from this time. This teamwork has continued up to today, KEBA having supplied us with more than 2,000 multifunctional bank- note recycling ATMs, which offer maxi- mum ease of operation and reliability.”

In September 1999, the CMB

The China Merchants Bank, which has its launched its “all-in-one net” Internet headquarters in Shenzhen, is not one of platform and thus established a further, China’s very biggest banks, but is regarded as the nation’s innovation leader and one innovative milestone. Indeed, within of its most progressive financial institutes. just a few years the “all-in-one net”

S_4 Bank

established itself as the most important trading platforms. As at June 30, during the same period, 3.14 million clearing platform for e-commerce in 2008, the CMB had issued no less credit cards were sold with the result China and in 2003, the CMB won an than 46.46 million all-in-one cards, of that the numbers of CMB credit cards award from the respected International which 2.9 million alone were supplied in current circulation rose to 15.4 mil- Computer World Honors Program in the first half of 2008. In addition, lion. ¡ (CHP). Moreover, four years ago, the CMB became the first bank in China to opt for the promotion of business in 140,000 the retail and SME sectors. Since this decision, in the reseller segment alone, 120,000 the bank has shown average annual 100,000 growth rates of nine per cent. 80,000 Special card offers 60,000 Since the launch of the all-in-one card, 40,000 the CMB has continually expanded its card range. In the meantime, there are 20,000 special offers for administrative white- 2002 2003 2004 2005 2006 2007 collar workers, businesspersons, Founded 21 years ago with equity of EUR 10 million, today the CMB has equity of around young women and Chinese Internet EUR 8 billion and total assets of roughly EUR 140 billion.

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A tightly knit ATM network circulation with the vast majority of reform and opening up of the national holders (93.4%) owning debit cards. financial market. The Chinese banks, People in China needing money prefer However, the largest growth rates which form the main market element to make withdrawals via ATMs. Espe- relate to the credit card area, where have profited greatly from this develop- cially in the big cities there are tightly some 105 million cards are in circula- ment, their accumulated total assets knit networks of terminals, which are tion. The only inter-bank transfer rising between 2002 and 2007 from also nationally designated as ATMs system is operated by China UnionPay, EUR 2,370 billion to EUR 5,260 billion. (Automatic Teller Machines). The first which was launched in March 2002 During the same period, the number of ATM went into operation in the and comprises a union of the Chinese bad commercial bank loans dropped metropolis, which has around 17 million banks issuing cards under the auspi- from 24% (2002) to 7% (2007). The inhabitants, some twenty years ago. ces of the Chinese Central Bank. At pre-tax profits of the most important Today, approximately 130,000 such the end of March 2008, 203 banks commercial banks also rose from EUR machines are available throughout belonged to the UnionPay, including 3.6 billion to EUR 30 billion. the country and generally offer cash 35 foreign member banks. payment, transfer, account enquiry, Similarly high growth rates were also chequebook and bank settlement ser- China’s finance market demonstrated by the insurance sector, vices. In the meantime, the Chinese the number of suppliers having trebled population is well equipped with bank- In recent years and especially since to 110 between 2002 and 2007. ing cards. accession to the WTO (World Trade Half of these companies are of foreign On the March 31, 2008, closing date, Organization), the Chinese government origin and on average their accumula- 1.58 billion (!) banking cards were in has been pushing ahead with the ted total assets have risen annually by

S_6 Due to high levels of cash in circulation, ATMs play a central role in China. While European bank branches are generally equipped with one or two cash recycling machines, in China it is perfectly possible to find them in rows of ten.

18% to stand at EUR 3,000 billion. Bureau of Statistics announced that in In 2007 alone, some EUR 70 billion in the first nine months of the year, the premiums were obtained, which was Chinese economy grew by 9.9%. three times the figure achieved five China is now the world’s largest cosum- years previously. „ er of grain, meat, coal and steel and People in China the country’s production capacity is Securities business was no less needing money prefer exemplified by the daily manufacture of successful, the total assets of the to make withdrawals over a million tonnes of steel, more than nation’s 59 funds, which include via ATMs. Especially 14 million pairs of shoes and over 50 28 joint ventures, literally exploding in the big cities there million articles of clothing. from EUR 8 billion (end of 2001) to are tightly knit networks EUR 310 billion (end of 2007). Economic expansion has been accom- of terminals. panied by the growth of a new middle Profits from the consumer “ class. According to Merill Lynch, some revolution 300 million Chinese already dispose over assets of between EUR 100,000 – Since 1978, China’s GDP has risen 300,000 and a stable family income of annually by an average of 9.8% and in EUR 6,000 – 50,000. The World Wealth spite of the international, financial crisis Report for 2005 identified no less than this trend also continued in 2008. At the 320,000 Chinese millionaires on a dollar beginning of November, the Chinese basis. As a result, there is huge ¡

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demand for financial services through- corporate banks. The largest share- out Chinese society. Payments with holder (approx. 18% of stock) is the credit cards, instalments, overdrafts, China Merchants Group, which also mortgages and asset management, includes the logistics company, China as well as similar financial activities are Merchants International Holding. increasingly popular and above all, offer Among other activities this is involved innovative banks major opportunities in shipping, port operations and the for growth. production of paints and dyes. As opposed to the majority of the larger The CMB in close-up Chinese banks, the CMB does not have a major, foreign shareholder. The China Merchants bank was found- ed in Shenzhen in 1987 with one A top performer among the counter and a total of 36 employees. Chinese banks 21 years later, the bank numbers among the most important in China In terms of total assets, the CMB is with 41 branches in the nation’s largest China’s sixth largest bank and is a cities, 553 additional branches through- recognized brand in the domestic out the country, a staff of 22,000 and market. For the past four years, the 1,000 correspondent bank links in Chinese Banking Control Committee over 80 countries. The bank has some has constantly placed the CMB first 35 million retail accounts with around in the internal rankings of the commer- 300,000 top customers and roughly cial banking corporations in China. 250,000 business customers. On The receipt of awards has also repeat- average, total bank assets rose by edly underlined the leading role of the 29 per cent annually between 2002 bank among Chinese financial institu- and 2007 alone. Since April 2002, the tions. In the 2007 China Finance CMB is listed on the Shanghai Stock Fengyun Billboard, the CMB was des- Exchange (SSE) and is thus one of the ignated as having “The best banking country’s twelve joint, stock and system in China”, “The most satisfied

S_8 customers for online banking services ment. In addition, we had the courage available for the KEBA ATMs with cash in China” and “The most satisfied to break with certain Chinese banking cycle technology that the bank has in customers for credit card services in traditions. We have abolished the “iron operation. 120 service engineers are in China.” Moreover, the bank’s CEO, Ma rice bowl”, which excluded sackings, action for CBPM-KEBA, a joint venture Weihua, was selected as “The most the “iron salary”, which ruled out cuts, of the KEBA AG. They ensure the per- outstanding banker in China.” The and the “iron chair”, which meant that manent availability of a total of 3,000 highly reputable business magazine, managers could not be downgraded. ATMs. The CBPM-KEBA head office “Euromoney” selected the CMB as the These have been replaced by an is located in Beijing, while the service best bank in China in both 2005 and employee incentives scheme based organization is divided into five regions 2007, while the “Wall Street Journal” on efficiency and quality. with fixed service units in the country’s listed the CBM second among China’s Last, but not least, from the beginning 34 largest cities. ten most respected companies. we adopted an attitude to our custom- ers, which differed from the Chinese Special priority was allocated to the Efficiency and quality instead of norm. We introduced flowers and milk smooth servicing of the KEBA ATMs “iron traditions” into the branches, we work from a during last August’s Olympic Games. standing position, smile and most un- Both the expected increase in trans- CEO Ma Weihua, “The development of usually for China, approach the cus- action volume and the various environ- the Merchants Bank has been so rapid tomer directly. Right up to the present, mental and security restrictions im- because we have benefited from the our service philosophy is derived from posed by the Chinese government excellent economic and financial situa- the sunflower, which means that for us confronted CBPM-KEBA with a num- tion created through the reform and the customer is the sun and the Mer- ber of logistical challenges. For exam- opening up of China. The headquar- chants Bank, the flower. Accordingly, ple, during the Games, cars could only ters of the China Merchants Bank is as the bloom follows the sun, we be driven on every second day accor- located in the Shenzhen economic orientate ourselves towards the cus- ding to whether their number plates zone. Shenzhen is quasi a testing tomer and offer top quality service.” ended with an odd or even number. ground and a pioneer in the process Accordingly, the service teams at the of Chinese economic reform and liber- Full coverage equipment servicing Games’ venues were reinforced, the alisation. This fact has offered the availability of spare parts and consum- Merchants Bank a singularly liberal An important aspect of this service is ables increased, and reaction times situation for innovation and develop- the full coverage, servicing network reduced to a minimum. N

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R6s for the UniCredit

Since mid-November, the UniCredit Tiriac Bank’s thirty KePlus R6 ATMs have been running at full speed. These machines form the technical heart of the new branches with which the bank is expan- ding in Romania. All cash transactions are conducted via the ATMs and counter staff is no longer envisaged. Instead, bank personnel focus exclusively on sales tasks. With this in mind, the decision of the bank’s management to purchase the KePlus R6 was prompted primarily by the machine’s mature recycling technology, the software services offered and the speed of implementation. As Cristian Cosmescu, the Business Network Development Manager of the UniCredit Tiriac Bank explains, “In view of the high levels of cash circulation, recycling is the key to bank branch effective- ness in Romania.”

The merger of the HVB Tiriac Bank 20071). As compared to 2006, total and UniCredit Romania in July 2007 assets increased by around 10.7 %, resulted in the creation at a stroke of loans to customers were up by 20.5 % TRomania’s fourth largest bank. This and customer deposits were roughly had the declared strategic objective of 15 % higher. At the end of 2007, the rapid organic growth at a time that bank had almost 600,000 customers, could not have been more favourable. including over 45,000 companies. The pace of expansion in the banking market and banking competition in Continuing economic growth Romania is virtually without global par- allel, as underlined by a glance at the The basis for this success is provided balance of the UniCredit Tiriac from by the Romanian economy, which for

S_10 Tiriac Bank

„In view of our high cash circulation levels, automa- tion is the key to efficient banking in Romania.“

Cristian Cosmescu, Business Network Development Manager, UniCredit Tiriac Bank

a number of years has been growing Romanian National Bank (BNR), in assignments. They focus on the sale of faster than the EU15 average. Roma- 2007 these sums amounted to some savings and home savings products, nia’s GDP practically doubled between five billion euros and the trend is up- financing and insurance, etc. We 2004 and 2007 alone, rising from EUR wards. The percentage of this amount handle cash-related transactions ex- 60.8 billion to EUR 114.7 billion. More- actually physically transported into the clusively via our multifunctional ATMs over, GDP growth of over six per cent country is dropping, while the volume and the employees in these small is anticipated for 2008, while the EU of bank transfers is rising. branches have practically no contact 15 are on the brink of recession. with cash.” Above all, the Romanian economy has Thirty new bank branches in been fuelled by the sizeable increase fifteen months Recycling is the key technology in investment within the framework of EU-financed projects and uninterrup- In the roughly 18 months since the The recycling technology provided by ted high levels of consumer spending. merger, the UniCredit Tiriac has the KEBA systems plays a key role in In 2007, average net monthly wages opened over thirty new branches. the substitution of cash business. amounted to EUR 317, which was a These are all small units and follow an Daniel Ghiulea, “Cash recycling is the comparatively low figure, but nonethe- identical concept, as explained by main reason why the use of ATMs is so less almost 40 %(!) higher than in the Daniel Ghiulea, the bank’s Operations efficient. We encourage SMEs to per- preceding year2). Further, significant Channels Manager, “We operate these form cash-in operations and individuals impetus for the economy is provided branches with reduced teams, which to complete cash-out operations, thus by the money that expatriate Roma- are seldom involved in operational pro- minimizing the cost of processing and nians send back to their homeland. cesses and transactions and can transporting cash. At the same time, According to estimates from the therefore concentrate on their sales by decreasing the number of ¡

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necessary employees, we have been The UniCredit Tiriac able to reduce our service and main- Bank S.A. in brief tenance costs and last, but not least, we need less floor space for the bran- • Total assets EUR 3.7 billion ches, which has a positive effect on • 153 branches rent expenditure.” • Approx. 600,000 customers Another important feature of the KEBA ATMs in use at the UniCredit Tiriac is The UniCredit Tiriac Bank is the their exchange function. As previously product of the merger of the Banca mentioned, large sums of foreign Tiriac, which specialized in individual exchange are sent to Romania and and SME business, the HVB Bank, therefore the R6s not only accept the which primarily served major corpo- leu, but also euros and US dollars. rate companies and multinationals in Furthermore, in order to be able to Romania, and the UniCredit Roma- pay out the most precise amounts nia, which focused on medium- possible with a minimum denomina- sized companies. In combination, tion of 1 RON = approx. EUR 0.27, these banks now form one of the the UniCredit Tiriac has adopted an country’s leading banks. 40 % of extremely pragmatic approach by bank stock is owned by the former rounding to 1 RON. In addition, using tennis star, Ion Tiriac, whose Tiriac the KEBA ATMs customers can also vices. This is especially attractive to Holdings Group (vehicle trading, real settle accounts by cashless payment our corporate customers, who often estate) will have sales in the current and internal transfers. require certain cash services after nor- year of around EUR 2.2 billion and mal banking hours. The ATMs are fast, thus join Romania’s leading compa- Access to top quality services secure and from the perspective of nies in terms of sales (OMV/Petrom: the customers, more favourable than EUR 3.76 billion, Lukoil: EUR 2.29 Moreover, as Cristian Cosmescu adds, counter business, even if they do not billion, Dacia: EUR 2.15 billion, “We have created a win-win situation. possess a banking card. In such Arcelor/Mittal: EUR 2.0 billion) 3). Using the ATMs, our customers have cases, one of our staff provides a card 24-7 access to first class banking ser- for a one-off transaction. As far as the

S_12 „ It is evident that a bank branch, which handles its entire cash business via ATMs is bound to be less expensive to run and more efficient than a branch with counter staff. Today, this applies equally to Romania, Germany and Austria. “ Cristian Cosmescu, Business Network Development Manager, UniCredit Tiriac Bank

selected KEBA as the supplier for the to invest clearly evident. This is under- first thirty cash recycling machines at lined both the expansion plans of the its branches. This also represented an UniCredit Tiriac described here and the initial order for KEBA AG from the Uni- Banca Comerciala Romana (BCR) This Credit Group. Apart from being im- major bank, which was purchased by pressed by the overall concept of the the Erste Bank Group at the end of KePlus R6, first and foremost the cus- 2005 already has KEBA R5 ATMs in tomer was convinced by KEBA’s inter- operation. national references and the short delivery time offered by the company. The KEBA S.R.L. branch in Bucharest In fact, all the machines were in the was founded three years ago and its field by the end of October, which was main assignments involve the sale and possible due to the fact that KEBA has customizing of machines in line with its own subsidiary in Romania. This not Romanian requirements and software only undertook the installation and development. In addition, the Roma- start-up of the machines, but also the nian subsidiary is also answerable for appropriate software adaptation and the installation and maintenance of all implementation. In addition the KEBA KEBA machines in Romania and for subsidiary has also assumed respon- this purpose has created an effective, sibility for the servicing and repair of mobile service crew and a local stock the machines for the next three years. of spare parts. Alexander Pühringer, bank is concerned, due to the multi- the KEBA S.R.L. CEO, “Our aim in functional ATMs it has its cost struc- Mobile service teams Romania is to prepare package solu- ture under better control because it can tions together with local banks, which now offer the least profitable services KEBA is the only supplier of ATMs with will stand out due to maximum prof- with markedly lower overheads.” its own branch in Romania. As a result, itability and customer acceptance.” N it can offer both customer and market Customized by KEBA proximity. From KEBA’s perspective both are highly attractive as the need 1) Bank Austria, Annual Report 2007, CEE Division. 2) German-Romanian Chamber of Commerce: Following comparative test installations for automation among Romanian Romanian Economic News from August 27, 2007. 3) Allgemeine Deutsche Zeitung for Romania, online in spring 2008, in May UniCredit Tiriac banks is enormous and the willingness edition from June 10, 2008.

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Green cash handling – environment-friendly KEBA cash recycling!

Increasing CO2 emissions generated through the use of fossil fuels such as coal, oil and natural gas are regarded as the main cause of global warming.

„One cash In 1997, the Kyoto Protocol was recycling device agreed as a supplement to the United Nations Framework Convention on alone saves IClimate Change (UNFCCC) with the the volume of aim of cutting CO2 emissions and reduc- CO2 emitted ing global climate change with all its by 174 cars. negative consequences. For the first That is green time, the Kyoto Protocol established cash handling binding target values for greenhouse gas emissions and foresaw average from KEBA! annual cuts in emissions during the “ obligatory period (2008 – 2012) of 5.2 % as compared to 1990.

Reduced environmental impact through cash recycling

Traffic continues to be one of the “problem children” with regard to the achievement of emission reduction targets. According to ECRA Emission

S_14 Certificate Registry Austria GmbH this sector has failed to demonstrated a re- duction in greenhouse gas emissions and on the contrary, shows an increase.

The trips made by money transporters, which emit roughly 280 g of CO2 into the atmosphere during every kilometre driven, also contribute to environmen- tal pollution. Therefore, the reduction of such journeys by means of cash recy- cling constitutes a contribution to envi- ronmental protection.

Emission savings in figures travelled between stops, which means emissions of 428,400 kg p.a. that every year the 1,700 ATMs sup- Conversely, through a closed cash According to data from GSA (Geldser- plied by the GSA cause roughly cycle, cash recycling reduces the num- vice Austria) a money transporter re- 102,000 stops, a total of 1,530,000 ber of stops by 50 or even 70 per quires around 60 stops per ATM and km driven and the consumption of cent, which leads to a significant cut year. In addition, some 15 km are 306,000 l of fuel. This adds up to CO2 in greenhouse gas emissions! N

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Kendo CM24 and Kendo CM18 are teller assistance units fitted with cash cycle technology and fitness checks for the optimum organization of the cash point area.

The teller assistance unit with cash cycle technology and fitness check

S_16 The advantages of Kendo emanate notes paid in bundles of up to 200. 1,000 banknotes/roll and four roller from a closed, local cash cycle and the This virtually automatic cash handling modules with a capacity for up to guarantee that banknotes are suitable enhances customer satisfaction levels 500 banknotes/roll, which provides Tfor circulation. This means that depos- due to a reduction in waiting times and total storage capacity for 6,000 ited notes are automatically scrutinized, also raises cost efficiency due to the banknotes. checked with regard to their authen- profitable use of personnel in the con- ticity and fitness, and fed to the appro- sulting area. • The Kendo CM18 has eight roll stor- priate note store. As a consequence age modules with capacity for up to they are immediately available for the Simple cash handling 500 banknotes/roll, which provides next, precise withdrawal and the total storage capacity for 4,000 amounts of cash kept at the counter The Kendo CM24 offers a withdrawal banknotes. are reduced to a minimum. unit on both its operating surfaces, while the Kendo CM18 has a single Safe cash handling The Kendo system also offers an opti- withdrawal unit. The safes do not mum response to the prevailing spatial require opening for filling and empty- The Kendo CM24 and Kendo CM18 and organizational requirements. The ing, are available for use by several are available with differing safes. The Kendo CM24 provides standing opera- operators and dispose over an opera- respective security wishes of banks tion, while the CM18 allows a sitting ting panel for the display of status re- can be met with everything from a day position and therefore both machines ports. All the main components are safe to an UL 291 and a CENIII. assist bank personnel during cash easily accessible, which ensures sim- In addition, each KEBA teller system transactions. Naturally, the machines ple servicing, while cash settlement offers two secured bank (cash) boxes. are also suitable for online integration and transfers are simplified through The Kendo teller systems can be con- into existing bank computing net- internal position management. nected to bank systems as required works. The KEBA teller systems each by means of an RS232 interface or via possess eight roll storage mod- Ethernet. The fact that cash reserves Cost-efficient cash handling ules, which can be filled with any are constantly under lock and key denominations and currencies. greatly reduces the risk of robbery. Both teller systems dispose over a Moreover, should such an emergency deposit unit, which is capable of auto- • The Kendo CM24 has four roll stor- occur, the Kendo can activate a silent matically recognizing and checking age modules with capacity for up to alarm. N

A closed cash cycle

• Cash authenticity and fitness checks • Deposits and withdrawals of eight differing types of banknote • Eight roll storage modules • Automatic banknote recognition • Two secured bank (cash) boxes

S_17 ImTrend_Success story The latest KEBA technology for

Founded in 1848, the Sparkasse Ostprignitz-Ruppin has been firmly anchored in its region for 160 years. 125 employees in 16 branches look after their customers with a great deal of expertise and commitment. The Sparkasse regards retail customer business as a focal point and is thus a reliable partner in banking matters for the entire local population. Moreover, the bank also sup- ports business operations and in spite of the growing intensity of the competition in the financial services sector and increasingly difficult economic conditions, was able to point to total assets of EUR 883.1 million for the 2007 financial year.

The new Sparkasse branch in the league Mathias Mergemeier from the REIZ shopping centre in Neuruppin, Organization Department are highly which was opened in October 2007, satisfied, “Due to its excellent posit- Tsets exceptional benchmarks and ioning in the branch and its attractive serves as a magnet for customers Logically, an R6 in a shopping centre design, the KePlus R6 is already in from throughout the local region. The is largely used for withdrawals, which greater use than other similar devices.” branch has no doors and thus the can be smoothly completed in five, How-ever, due to the fact that the R6 interior is open, light, friendly and ten, twenty and fifty euro configura- is not advertised as a deposit machine, transparent. In addition, it also offers tions. And although the ATM must be the ratio of deposits to withdrawals the same opening hours as the shop- refilled every three days, the branch in the branch is roughly 1:3. In this ping centre and therefore bank custo- manager Lars Knospe and his col- connection, the Sparkasse manage- mers can complete deposits and withdrawals and non-cash transac- tions between 7 a.m. and 10 p.m.

During consulting business hours, the bank employees look after their cus- tomers in four open and easily acces- sible niches while an island located in the middle of the bank covers the most important self-service area. This not only contains two ATMs and two Rondo 4print+ machines, but also a KePlus R6 cash recycling system. For ease of servicing, the height of the self-service island is adjustable, thus permitting simple access to the technical components of the equip- ment. For normal operations, the island is simply hydraulically lowered.

The Sparkasse has long been a KEBA customer and was extremely satisfied with the company’s Rondo4 cash- cycle +R5. Accordingly, it opted for the R6, which has succeeded the R5 and offers improved performance, design and ergonomics. Moreover, this new technology fits in perfectly with the Sparkasse’s modern concept.

S_18 r an innovative savings bank

tion, the staff can switch from one niche to another.

Bank customers are addressed both upon arrival and, in particular, when leaving the branch at a welcome desk in the entry area. They are offered as- sistance and informed about advertis- ing promotions. Moreover, in addition to the consulting niches, there are also two closed meeting rooms, which permit the greatest possible discretion. The Sparkasse also delights shopping fans with a locked parking area for supermarket trolleys, which makes visits to the branch as pleasant and stress-free as possible.

ment wishes to initiate more intensive marketing measures in future in order to achieve still greater use and avail- The Sparkasse remains convinced of ability of the KEBA cash recycler. the probity of its choice of the KePlus According to Mathias Mergemeier, the ATM. For this reason, other branches KePlus R6 is mainly used as machine are currently being examined with for deposits by businesspersons from regard to the installation of KEBA cash the shopping centre and the surroun- recyclers. The management at the ding area. As a rule, deposits by pri- Neuruppin branch is looking for a fur- vate persons and withdrawals of coin ther reduction in counter business rolls are traditionally completed with hours, in order to actively direct cus- the assistance of a member of the staff tomers to the self-service systems and at the counter, which has modern thus facilitate the increased use of glass panelling. personnel for sales purposes. The new KePlus ATMs for deposits and with- drawals, as well as banknote recycling and coin deposits and withdrawals However, the Sparkasse team can al- represent the perfect tool for the trans- ready be used on a flexible basis. The fer of standardized, labour-intensive consulting niches are easily locked and business transactions to the self-ser- are only occupied as needed. In addi- vice zone. N

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A forum for contacts

When customers enter the new Sparkasse Pöllau they immediately find their way around. On the right is the non-cash area with statement printers and transfer boxes, and on the left, the cash area with an ATM and a KePlus R6 along with just three service points, which are permanently staffed. Therefore, upon arrival at the bank, customers not only see a clearly structured self-service area, but make visual contact with a member of the counter staff. Indeed, it was precisely these features that were allocated special priority during the modifications made to the bank during 2008. A con- ventional foyer was no longer required, but instead a forum in which personal contacts could occur between customers and bank personnel.

S_20 Together with KEBA, the Sparkasse Pöllau developed a new spatial concept for its main branch, within which the customer service area forms an imaginary rectangle with an entry on one side and the employees and service desks on the opposite side. To the left and right are the self-service de- vices, which are clearly divided into a cash and non-cash area.

zone can be closed off through glass the machine. For example, in spite of walls, but this is merely to allow conversion work throughout the bank, access to self-service outside counter the vast majority of commercial custom- business hours. However, during nor- ers were introduced to the machine mal daily operations, the self-service and today, the bulk of deposits now and advisory areas merge through the take place using the recycler, which service desks, which are located in offers numerous advantages over the the immediate vicinity of the terminals. night safe previously employed: Johannes Kielnhofer, “Our customers should never have the feeling that they • The customer can immediately see have been left alone with the machi- how must they have paid in and nes. They will always find a contact following the transaction are pro- person at the three service desks from vided with a confirmation/receipt of whom they can obtain assistance at the number of banknotes deposited any time, or if required, will complete and their value. the desired transaction on the self-ser- • Following an authenticity check, cus- vice device.” tomers receive immediate feedback as to whether a counterfeit or unfit Above-average, self-service note had been paid in and had re- quotas quired removal. According to Johannes Kielnhofer, • The amounts deposited are credited who is responsible for organization at The Sparkasse Pöllau has never had to account on the same day, even the bank and is also the Loan Depart- to worry about the acceptance of self- when the deposit takes place on a mentA manager, “Prior to the start of the service among its customers, which Saturday. building work, we considered a diver- even before the conversion of the sity of spatial concepts. What we did bank, were among the highest within Cash comes from the ATMs not want was a huge hall with self- the entire Sparkasse sector. A satisfied service islands scattered throughout its Johannes Kielnhofer, “However, follow- In addition to the night safe, the Spar- entire area. Instead, we were looking ing the changes things have improved kasse Pöllau has also replaced the to create clear, functional structures in still further. We believe this is due to main cash point with the KEBA recy- the bank, in order to provide our cus- our new spatial and service concept, cler. Johannes Kielnhofer, “We have tomers with the best possible orien- not to mention the banknote recycler completely restructured our cash sys- tation and thus guarantee the rapid from KEBA.” tem. A major consideration in this con- completion of their banking business.” nection was the creation of greater Accordingly, in the new Pöllau Spar- Although with its functional range, the security throughout the entire custom- kasse there is no longer a spatial se- device represented terra incognita for er sector. Cash is now only supplied paration between the self-service and Sparkasse Pöllau customers, they via an ATM and although we have a customer support areas. The terminal have rapidly become accustomed to small amount at the service desks, ¡

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there is no longer a main cash point. first floor is occupied exclusively by Those requiring cash and lacking a internal departments, such as accoun- card can turn to our service employees. ting and risk management, and a large contacts These provide a replacement card team room has been created on the complete with the amount and the de- ground floor, in order to allow em- nominations required, which the cus- ployees to prepare for telephone calls tomer can then collect from the terminal.” or meetings with customers in peace. The employees on the service desks Should large quantities of coins or are substituted at regular intervals and banknotes be withdrawn, a separate the three desks are permanently discreet cash point is created to which manned during counter business the employee and the customer can hours, which are also markedly longer withdraw at any time. Discretion and than those at many other banks. Even security play a significant role through- on Fridays, the bank is fully staffed and out the new spatial concept of the generally open to its customers until Sparkasse Pöllau and therefore “be- 5 p.m. hind” the service area, there are eight consulting rooms available for undis- Johannes Kielnhofer is especially turbed customer discussions. pleased by the fact that the new spatial concept has had a clearly positive The bank as a contact point effect upon the willingness of people to communicate, “As we have placed The conversion of the Sparkasse Pöl- the machines on the periphery, the lau (first construction phase) took six central area of the bank forms a small months. The historical building in the meeting-place. People stay for a few centre of the town was subjected to moments, chat with one another and sensitive renovation and has been en- leave the bank together. The farm larged with a modern extension on the shops that we have in the bank enrich side facing the main square. All the these meetings still further. These are rooms used by customers are on one also supported by exhibitions and level and offer barrier-free entry. The other events.” N

„We wished to create a spatial situation within which customers can move freely and informally, while at the same time finding extremely clear functions with regard to equipment and handling, which allows them to find their way around intuitively and quickly complete the desired transactions.

Johannes Kielnhofer, head of Loan Departmant/Organization, Sparkasse Pöllau “

S_22 Interview

Almost a perpetuum mobile

At its main branch, the Sparkasse Neunkirchen has replaced its deposit terminal with a KEBA ATM with cash cycle technology. The system has been in operation since March and Johann Un- gersböck, the Customer Centre manager and Kurt Rohringer, the head of Investment and Cost Management at the Sparkasse Neunkirchen, are able to report on the initial experience gained.

How did your customers react drawals is keeping pace with deposits. initially when confronted with Indeed, during the periods when we the new recycler instead of the shut down the ATM, both activities deposit terminal? were more or less in balance. Our head cashier, Walter Burdein, was de- JOHANN UNGERSBÖCK: As you can lighted and uttered he throwaway probably guess, the customers con- remark that one day he would prob- tinued to utilize the new machine in ably also be recycled by the new exactly the manner to which they were machine! accustomed with the old terminal. In Johann Ungersböck Kurt Rohringer other words, they used it mainly for How often do you have to service deposits. This was in spite of signs the KEBA ATMs? and information concerning the with- authenticity check raises the efficiency drawal function. However, people are KURT ROHRINGER: The service engi- of our entire cash handling in the creatures of habit and therefore we neers come once a week, primarily for branch. For example, we can immedia- helped a little in order to raise the with- checks and if required, to empty the tely use the notes from the KEBA recy- drawal frequency. machines. As far as machine feeding is cler at the counter or in the ATM. concerned, the recycler operates as a Helped? virtual perpetuum mobile because once And what does the technical equip- it has started the monetary cycle runs ment in your foyer look like? JOHANN UNGERSBÖCK: Yes, for practically autonomously. This is due to example prior to the weekends we the fact that our business customers JOHANN UNGERSBÖCK: In addition posted a colleague in the foyer, who constantly keep the recycler well filled. to the recycler, in the foyer we also have showed customers how to make with- an ATM, a coin counter, a coin roll de- drawals using the new machine. Alter- In what configuration does the vice, a statement printer and the KEBA natively, we shut down the adjacent Neunkirchen Sparkasse operate Rondo 4 scanning transfer terminal. ATM from time to time, in order to in- its KEBA recycler? Therefore, we offer practically the com- troduce customers to the recycler plete range of volume business in the through a little gentle pressure. JOHANN UNGERSBÖCK: We offer foyer. As far as I know, with the recycler deposits, withdrawals and account we possess the most modern self-ser- And that worked? overdrafts via the machine. It is fitted vice technology in our district and have with four recycling cassettes and an thus underlined our intention to repeat- KURT ROHRINGER: Apparently. In acceptance box in which any unfit edly set innovative benchmarks in the the meantime, the number of with- banknotes can be stored. The automatic region. N

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Cash recycling in practice

This KEBA system made its debut at the CeBIT 2007 and last October it was approved by IT Solutions. Moreover, since the beginning of October 2008, it has been in opera- tion at Austria’s Sparkasse banks. The product in question is the KePlus R6, the latest KEBA ATM with cash cycle technology and Steiermärkische Bank und Sparkasse AG can already report on its experiences with the new cash recycler.

According to an initial résumé by Willi • Installation of a second machine functions were deliberately arranged Schenekar, the head of Sales Organi- for deposits and the removal of one in a spatial regard and combined in zation at the Steiermärkische Bank ATM. line with frequency, mono- and multi- Aund Sparkasse AG, “The R6 facilitates • The repositioning of all the cash functionality, or in larger units. A major considerable costs savings and offers systems. aspect of this concept was also the both the optimum use of investments • An analysis of the remaining deposit determination of customer controls and fully mature technology.” For over potential. and a constant employee presence a year, cash recycling has been the • Explanations, information and inten- over several weeks in this newly de- topic on everyone’s lips and the switch sive customer assistance through a signed, high-frequency area of the is being rapidly pushed through at the constant staff presence in the self- self-service foyer. Sparkasse banks. However, the ques- service zone. tion arises as to whether or not the Optimized deposit and technology also fulfils expectations in A targeted spatial concept withdrawal ratio practice? Pilot operations at one of the largest branches of the Steiermärki- At the suggestion of the KEBA special- Steiermärkische Sparkasse used the sche Sparkasse were intended to pro- ists and following contacts with the KEBA cash recycler in branches of vide the answer. Sparkasse banks possessing initial differing sizes, including large outlets experience with cash cycle operation, such as the Citypark, medium-sized The Citypark branch, a high-frequency a completely new spatial concept was outlets (e.g. Sparkasse Stainz) and location in a Graz shopping centre, prepared for the foyer area. The first small outlets (e.g. Sparkasse Fohns- was selected as an ideal test bed. step in this process involved an analy- dorf). The same concept was used in Self-service deposits have long been sis of customer requirements and their all cases and identical results were part of the bank’s business and the paths in the self-service area. obtained everywhere: Rondo R4 installed for this purpose showed good use of capacity, al- The target was “the best possible plac- • Both the Rondo 4 and the KePlus though additional transfer potential ing of the cash cycle systems in order R6 provided highly reliable cash was still available. The new self-service to achieve a high level of acceptance cycle operation. concept contained the following focal of the devices that would also extend • Around 70 per cent of the deposited points: to withdrawals.” Finally, the self-service banknotes can be recycled.

S_24 „ Due to the resulting free employee resources, self-service deposits already start to make sense at branches with some 500 cash transactions. If in addition deposits clearly exceed the volume of withdrawals, business case calculations show the full effects of cash recycling.

Willi Schenekar, head of sales organization, Steiermärkische“ Sparkasse

• If the volume of deposits is markedly tomer consulting.” Therefore, in the higher than that of withdrawals (an coming year Steiermärkische Sparkas- ideal ratio would be 2:1) and a con- se will continue to invest in self-service siderable share of withdrawals at a deposits. The head of the Sales branch (50% and above) can be Organization, “At present, we have brought into the cash recycling cy- 50 ATMs for deposits in orty branches. cle, then cash recycling functions in Above all, we will use the necessary an optimum manner and feeding is exchange of the obsolete ATMs for the hardly necessary for the withdrawal installation of deposit systems with function. cash cycle technology either directly Steiermärkische or in a ‘ring exchange.’ Sparkasse in brief Free employee capacity From the perspective of the Steiermär- Steiermärkische Sparkasse is the Willi Schenekar, “In business manage- kische Sparkasse, the decisive suc- largest regional bank in southern ment terms, on the one hand cash cess criteria for the switch to cash Austria and after the Erste Bank, recycling brings cost savings due to recycling are: Austria’s second largest Sparkasse. a reduced number of device interven- Its current total assets amount to tions as system filling and emptying • A balance between ATMs and cash EUR 13.2 billion. The bank has is less frequent. On the other hand, recyclers. been active in Styria for over 180 additional investments in further cash • Carefully considered device placing years and in the course of time has recyclers must be considered as the • Comprehensive customer instruction expanded its business activities to system disposition in our pilot branch and information over many weeks. Slovenia, Croatia, Bosnia-Herzego- Citypark indicates. vina, Serbia, Montenegro and Willi Schenekar, “This means greater Macedonia. Today, a workforce However, of decisive importance is the preparations (planning and investment) of some 5,500 look after roughly fact that the transfer of time-consum- and realization (customer support), but 1.8 million customers at over ing, counter transactions to the self- these are unavoidable in order to en- 65 locations in Styria and south- service areas liberates considerable sure the sustained cost-efficiency of eastern Europe. volumes of employee capacity for cus- the investments.”

S_25 ImTrend_News/Events

emotion banking & KEBA honour the best banks in Germany and Austria

On September 18, Baden near Vienna and Sweden. The participants were was once again the focal point of the able to hear at first hand how experts bank and finance branch. For the fifth perceive and shape the global dyna- Otime, the consulting company emotion mism within the banking industry. banking® invited all the banks and savings banks in the German-speaking At the evening visitor gala, 500 guests region to the victor conference and enjoyed the suspenseful award pre- gala, where KEBA had a presence as sentation to the winning banks under a sponsor. During the afternoon, the motto “orange passion.” During numerous attendees attentively fol- this glamorous gala, Franz Berger lowed the presentations made at the presented the Volksbank Mittweida international conference by leading with the main prize in the special speakers from China, , Dubai “most innovative bank” category.

S_26 KEBA at the Sparkasse Contact Days

„The successful fair was rounded off by a splendid evening programme in Burg From l. to r. Peter Kurz, Maku Informationstechnik GmbH, Franz Leitner and Werner Seiberl, KEBA AG, Burkhard Wolf, Maku Informationstechnik GmbH. Hohenwerfen.“ The Sparkasse Contact Days took place in perfect weather on November 9-11, 2008 at St.Johann im Pongau. KEBA was again on hand and presented a KePlus X6 ATM with cash cycle technology for the deposit and withdrawal of banknotes and coins, a KePlus R6 ATM with cash cycling technology and palm vein scanner, as well as a KePlus U6 and a KeBin S6. The successful fair Twas concluded with a splendid evening programme at Burg Hohenwerfen, where customers and exhibitors saw the event draw to a close in medieval surroundings with music, mulled wine and punch.

Correction

Unfortunately, small errors sometimes occur. In the last edition of “Im Trend”, in the article concerning the Innovative Worlds in Oberhausen and Bremen, Mr. Novak was falsely Ureferred to as a Sparkasse Bielefeld employee. In fact he works at the Sparkasse Bremerhaven. We apologize for this error.

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KEBA starts selling Novotech coin deposit systems in Germany

Novotech Banksysteme GmbH, which is based in Gallneukirchen, Up- per Austria, is a supplier of innovative banking automation products. Since 2007, close co-operation has existed between Novotech and KEBA, which is characterized by sustainable inno- vation. Novotech’s SCM coin module is a core component of the KePlus X6, which apart from banknote recy- cling, combines coin deposit and withdrawal capacity in a width of less than 900 mm. Moreover, from Janu- ary 1, 2009, in its role as a trading partner, KEBA also commenced the sale of the CS Master and CD Master self-service coin depositing systems in Germany. With two coin sacks, the KePlus CS Master offers a slimline solution for the paying in of <500 coins per minute. The KePlus CD Master offers a capacity of four coin bags with <1,000 coins per minute. Both systems offer convincing, paten- ted vertical transport and maximum immunity to foreign bodies.

If you would like to receive more detailed information concerning these new KEBA trading products, please contact your KEBA custom- er advisor! KEBA at the IT-Forum 2008 Under the motto “Create value added. Together.” the Finanz Informatik opened its traditional IT Forum in Frankfurt/Main on November 18, 2008.

From November 18-21, a total of of its KePlus R6 and KePlus X6 sys- 9,500 guests were enthralled by inno- tems. In addition, software tools for vative and practical IT solutions for the analysis and optimization of KEBA Fcompanies within the S Financial ATMs were also on display. All in all, Group and were also able to discuss KEBA’s exhibit at this year’s IT Forum the latest trends. was a complete success, not least due KEBA presented cost-efficient and to the many interested parties present safe self-service banking in the shape and numerous exciting discussions.

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The Danish Post Office orders another 60 KePols!

After the exceptional success of the ten KePol pilot systems installed in Copenhagen, in July 2008 the Danish APost Office ordered a further 60 sys- tems from KEBA. These went into operation in November throughout Denmark under the name Døgnpos- ten. Following the Österreichischen Post AG and Posten Norge, Post Danmark is now the third company to be served by KEBA as a general contractor.

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A huge success with a tiny

KEBA lottery terminals are a winning ticket!

In 1999, KEBA commenced the supply of the 4,400 lottery ticket acceptance points in Austria with the KEWin multimedia, a high- speed lottery terminal for medium-sized to large ticket volumes. In addition, since 2006 KEBA has also been supplying the Spanish lottery company STL (Sistemas Técnicos de Lotérias del Estados), which is responsible for the technical operation and servicing of machines for the Spanish lottery company LAE (Loterias y Apuetas des Estado). The German company JAXX also numbers among KEBA’s customers, JAXX and KEBA facilitating unique lottery games at supermarket cash points throughout Germany.

S_30 terminal!

The debut of the latest addition to the KeWin terminal family, the The advantages of KeWin micro, at this year’s WLA Convention and Trade Show in Rhodes proved a complete success. This event, which was or- the KeWin micro at ganized by the World Lottery Association and the Greek lottery, OPAP, bore the motto, “Sharing the Values of Fortune.” and al- a glance lowed the discussion of market trends and the presentation of new technologies. • A full range of lottery terminal func- tions in combination with a minimal footprint. With the introduction of the KeWin ding technical capability, the “baby” in • A modular structure that protects micro lottery terminal at the WLA Con- the KeWin family offers truly “grown- investments and enables flexible vention and Trade Show in Rhodes, up” performance. In fact, it is the smal- adaptation. the KeWin lottery terminal family re- lest terminal on the market with a full • Open PC architecture, which allows ceived a new addition. This now con- range of functions, which extend from the application of various communi- sists of terminals in two top quality, a betting slip scanner and network cation solutions (e.g. Ethernet, Wire modular variations: communication, to the print-out of less LAN, GPRS/UMTS, …). receipts and user interaction by means • High degrees of reliability and avail- • The high-speed KeWin multimedia of various dis- ability that prevent sales losses. • The mid-volume KeWin micro plays. N • Fanless system control, which ensures especially KeWin micro – the little lottery low power consumption terminal with gigantic performance and long service life. capacity • The processing of tickets up to DIN A6. Full- The youngest member of the KeWin surface scanning and terminal family, the KeWin micro, is the OCR/OMR evaluation al- successor to the KeWin mini. The new low flexible ticket format terminal was designed especially for selection and the rapid in- use in limited spaces, e.g. at super- troduction of new games. market check-outs, or acceptance • Ergonomic design that points with low to medium betting integrates every move- slip volumes. ment into the operating Due to the endeavours of the KEBA flow and supports the development team and an outstan- operating procedure.

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DHL cracks the million limit with the Packstation

„This figure clearly underlines that in the meantime the Packstation is just

Source: DHL as much part of daily life as the post office or post box. The In Germany, the highly successful KEBA KePol is known under the Packstation has really brand name, “Packstation.” This leading last mile solution offers arrived among the comfort, which is finding increasing acceptance. German population and enjoys wide With his registration, Ulrich Wirths At the end of 2008 around 1,500 acceptance. from Siegburg became the one mil- KEBA Packstations were already be in “ lionth customer for DHL’s Packstation operation across Germany and these Christian Borger, Packstation service. And as a delighted Christian will be supplemented by a further project manager, DHL Paket Deutschland Borger, the Packstation project mana- 1,000 in 2009, which means that al- ger for DHL Paket Deutschland, ex- most 90 per cent of the German popu- plains, “This figure clearly underlines lation will be able to reach one of the that in the meantime the Packstation 2,500 Packstations within ten minutes. is just as much part of daily life as the post office or post box. The Packsta- tion has really arrived among the Ger- man population and enjoys wide acceptance.” In addition, the round- the-clock availability of the Packsta- tions and their increasing presence, which also extends to rural areas, have had a positive effect on the consumer behaviour of DHL customers and have strengthened mail order business. In a recent study, 35 per cent of those questioned stated that they had ordered more since becoming Packstation customers. Over a third of registered customers use the Packstations sev- eral times per month. Source: DHL

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