Keba Customer Magazine Issue 1/2015

IM TREND KEBA CUSTOMER MAGAZINE ISSUE 1/2015

Usability as the key to the digital revolution Saving costs with user-friendly ATMs

Sparkasse Bodensee: Quality not quantity Company

Company 2 Usability as the key to the digital revolution

Products/Trends The user in 4 Design for all focus 6 Saving costs with user-friendly ATMs Usability as the key to Austria the digital revolution 8 Oberbank: “With self-service everyone’s a winner!”

10 Schelhammer & Schattera: “Pioneering developments cannot be an end in themselves!” The digital society The merger of private and Germany working life We have long been in the middle of 13 KEBA strengthens its team in a digital revolution that is compara- As a side effect, omnipresent digital Germany ble with the industrial revolution of technology is also penetrating ever- 14 Mainz in carnival mode the 19th century. This latest upheaval deeper into our daily lives, as exem- was triggered by the introduction of plified by the tablet for reading in bed, 16 Sparkasse Bodensee: the personal computer over twenty the car as a communications centre Quality not quantity years ago and has resulted in the fact and the smartphone as our health that anybody can be a user and an data manager. Indeed, in 2014 the International expert. While for a long period uni- number of mobile phones in the world versal learning was limited to a small exceeded the global population total 18 ChiantiBanca: An increased focus group of persons with a vast range for the first time. on self-service of knowledge, today know-how has been democratized and is available to Permanent accessibility has resulted Service Automation all, because owing to the internet and in the steady coalescence of work 20 Automated parcel delivery is electronic mass media, information is and leisure. Matters relating to the lat- gaining momentum disseminated very rapidly and the vol- ter are quickly dealt with during work ume of data available on this planet breaks, while many use their leisure th 22 Austrian Post installs its 100 continues to grow. time in order to keep up to speed with collection station events in the workplace. A knowledge explosion Energy Automation Human-to-human 23 The 10,000th KeContact P20 The time factor involved in this so- communications wallbox called knowledge explosion has been radically reduced. For as opposed This trend has enormous conse- The Ice Bucket Challenge to the roughly one hundred years quences for the manner in which reloaded required for the doubling of knowledge companies address their customers. at the beginning of the 19 th century, Instead of B2B- and B2C-communica- today this only takes five years. More- tions, h(uman)2H-communications are Owned and published by: KEBA AG, 4041 Linz, Gewerbe- park Urfahr, Phone: +43 732 7090-0, [email protected] over, by 2020 a doubling of know-how in demand during which every individ- Editor: Nina Lang, Pictures: Gregor Hartl, Fotolia Layout: Claudia Gujon, Translation: John Cima is set to take a mere 72 hours. ual user is the focus of attention.

2 IM TREND Company

This is due to the fact that for some Technologies must be barrier-free Usability as a product time, no special skills have been and suitable for uncomplicated, intu- design element required for the operation of the new itive employment. Accordingly, usa- technologies and therefore irrespec- bility is the key to the current digital At KEBA, usability, or the ease of tive of whether they are young or revolution. operation and operational simplicity, old, technology fans, mothers, retir- is a central element in product devel- ees, or children, all users wish to and In an expert blog from the Austrian opment. An “easy to use” aspiration can employ modern applications and Federal Ministry of Education and means that all our products are con- products easily and intuitively. Research, Prof. Alexander Mädche stantly targeted on the needs of the remarks that: “Those that see usa- user and thus create an optimum link This constitutes a major opportunity bility as a peripheral topic have failed to the technical problem solution. for companies, but a no less massive to recognize the digital revolution.” challenge for all product managers Moreover, even if this issue is more Our approach to human enterprises and developers. complex for companies and manufac- lends expression to thinking that is turers, for customers and end users not only oriented towards the future, For these reasons, user-friendliness it will become ever simpler and then, but is also always aimed at serving is a major factor in the success- and only then, are high acceptance humanity. ful acceptance of new applications. levels guaranteed.

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

IM TREND 3 Products/Trends

Design for all Product designers discover the “grey panthers”

It all began with the introduction of personal computers over 20 years ago. Suddenly, everyone was a user, there were no longer just a few experts, or a selected circle of specialists, and the need for sophisticated operating skills ceased to exist.

This new user group consisted, and still consists today, of people with a diversity of prior knowledge levels and differing personal and demographic backgrounds. Moreover, irrespective of whether they are old or young, with or without an affinity for technology, mothers, pensioners, or persons with a physical disadvantage, all of them wish to use products simply and intuitively. And this demand represents a challenge for every product manager people are not abnormal, but simply also have a higher inhibitive thresh- and designer. members of one target group among old with regard to technology. In addi- many others with special needs.” tion, we know from studies that they At KEBA, usability, which means the have fewer cognitive abilities and operability of a product and the related The fact that this particular target group less prior knowledge and patience. ease of use, is a central factor in prod- also possesses enormous purchas- This poses product design problems, uct development. For this reason, ing power is also more than reason which in the final analysis can nonethe- KEBA employees got the chance to enough for many designers to include less lead to benefits for other users.” turn directly to Prof. Manfred Tscheligi, and account for it during their initial who is an expert in the field of human- thoughts regarding new products. The first question however, is how to computer interaction and usability, for discover what users want? The per- inspiration and information. Older users have special character- sonas approach, workshops and role istics that simply emanate from day- playing represent only a fraction of the In recent years, the phrases “age to-day situations. For example, Prof. methods employed. The “AgeMan” appropriate product design” and Tscheligi quotes the fact that they are developed by the University of Cam- “design for the elderly” have been in far more critical than middle-aged per- bridge has proven to be very help- increasing usage. sons, who are still working. The latter ful with regard to understanding the have to use technology and IT on a needs of older users through self- However, according to Prof. Tscheligi daily basis. “Therefore technology experience and KEBA employees have these should give way to the better term is obligatory and one is familiar with also been able to try out this invention “usability and design for all”. His plea is its frustrations. However, older peo- for themselves. that: “Stigmatization should end. Older ple are voluntary users, who may well

4 IM TREND Products/Trends

As one of the main characteristics and challenges of the 21st century, the ageing of the world’s population is steadily becoming the focus of increasing international attention. Our society is changing and the age boom, the spread of technology and the influence of new media are impacting upon every area of life.

The “AgeMan“ at a glance

Using the “AgeMan” anyone can obtain an idea of what it is like to live with various sight impediments and painful diseases such as arthritis and gout. The KEBA “guinea pigs” were also amazed and partly shocked as the weight of the “AgeMan” very quickly tired them. In addition, the operation of displays with a simulated cataract also constituted a major challenge.

Beyond mobiles for seniors, etc. the topics of “age appropriate design”, “design for all” and “usability” are certain to confront us with growing regularity and we hope that Prof. Tscheligi with his “AgeMan” has provided food for thought.

Interview with Univ.-Prof. Dr. Manfred Tscheligi

IM TREND 5 Products/Trends

Saving costs with user-friendly ATMs

Interactive approaches Erich Pichler, During user experience optimization Head of Product Management and with regard to self-service machines, Systems at KEBA two main groups of people have to be considered. Bank customers are nat- “The user experience of ATMs has an urally of primary importance, however enormous influence on customer the equipment operators (bank staff satisfaction levels and branch and/or financial services suppliers) cost-efficiency.” should not be forgotten. Their expe- riences in connection with self-service systems have a tangible influence on branch cost-efficiency as Erich Pichler describes on the basis of the following saved in terms of money handling better usability brings faster and supe- case study. costs alone. rior ATM operation, as well as improved availability levels owing to fewer If average German cost rates are An improved errors. If it is assumed that a better applied, the utilization scenario of a problem-solving quota user experience can raise the average self-service cash recycler handling level of machine availability by half of a 4,000 deposits and 1,200 withdraw- Equipment operators that also enjoy percentage point, the annual savings als per month provides the following an improved user experience are also per machine would amount to roughly economic assessment, which has to able to solve a larger number of prob- € 775. account for three effects: lems autonomously with the result that less servicing is required. Assuming In total, the savings emanating from Higher self-service use that owing to an enhanced user expe- these three effects come to over rates rience and simpler operation the prob- € 4,000 per machine and year. This lem solving quota can be raised from is a considerable sum in terms of the Customers subject to a pleasant user 30 to 70 per cent, this will result in ser- overall costs for a self-service ATM. experience in connection with self-service cost savings of around € 450 p.a. vice ATMs demonstrate higher levels Additional effects emanat- of machine acceptance and therefore Increased availability ing from an improved user undertake more self-service transac- experience tions. Accordingly, ATMs providing a A negative user experience when superior user experience contribute to employing a self-service ATM machines These savings are supplemented by a higher self-service quota. leads to an increase in operational additional effects that have an indirect errors (e.g. forgotten cards, coins in influence on the image and hence the Subject to the premise that through the cash slot, false or insufficient error cost-efficiency of the bank. A 0.5 per improved customer machine accept- correction...) that have a direct impact cent reduction in availability affects an ance one can transfer an additional on machine availability. Furthermore, average of 60 customers per year. The 120 deposits to the original 1,200 (i.e. additional service costs and expenses customer perception that the ATM is another 10 per cent), approximately for the handling of transactions at “out of order again” can also cause the € 2,900 per ATM and year can be the counter also result. Conversely, loss of a client.

6 IM TREND Products/Trends

Smartphones, tablets, apps and co. have changed the way in which we communicate and interact. Moreover, every user has a certain expectation that these technologies can be employed in other areas of our lives. Accordingly, the focus is increasingly on “user experience” and this also applies to self-service banking systems.

In the following article Erich Pichler, KEBA’s Head of Product Management and Systems, explains the influence that this development is exerting not just in direct relation to banking customers and employees, but also branch cost-efficiency.

Savings potential derived from Conversely, an available, simple-to- operate ATM can lead to the capture an enhanced user experience of new clients and contribute to greater customer satisfaction. Therefore, the self-service machine represents a possibility for differentiation and the creation of customer loyalty. New customer gains / Prevented customer loss Optimized user experience € pays off 5,000

Intuitive ATMs offering optimized user Increase in machine availability € 775 experience create enhanced employee from 97.5 to 98% and customer satisfaction. The former are pleased to service the machines Increase in employee quickly and the latter enjoy their fre- € Total 450 problem-solving rate quent use. € 4,125 from 30 to 70%

A positive user experience in connection with a self-service ATM is more than a “nice to have”. The application Rise in the self-service quota € 2,900 example quoted shows the tangible Pay-ins from 70 to 77% effects on cost-efficiency and the savings effects amounting to several thou- sand euros per machine and year.

€ 0 Consequently, the ROI on higher pur- per machine per year chasing expenditure is achieved faster than anticipated.

IM TREND 7 Austria

“With self-service everyone’s a winner!”

For a number of years, the Linz-based Oberbank has been pursuing an approach that has resulted in its development from a small, regional bank into a proven, independent, international financial partner. The fact that this strategy has proven to be successful is demonstrated by branch openings in eastern Austria and neighbouring countries.

With this in view, “Im Trend” talked to Brigitte Haider, the Oberbank AG’s Private Customer Manager, regarding self-service strategy, branch concepts and future technologies.

For how long have the Oberbank and In the meantime, you have switched 3 Banken Gruppe (3 Banks Group – KEBA been working together? entirely to ATMs with a closed cash Oberbank, BKS, BTV) 109 cash recy- A joint safety deposit box project was cycle. clers are in use. completed in Passau in the 1990s. This is correct. Roughly five years ago Then around 2002, we initiated self- our computing centre, 3 Banken EDV In 2013, you commissioned KEBA with service deposits – mainly to substi- GmbH, supplied us with the software the supply of 120 account service ter- tute night safes used by our business needed to operate what were previ- minals. How did this order come about? clients. ously purely cash deposit machines The actual function was not new, as as recyclers. The aim was to save our customers had previously been At that time we opted for KEBA, as for part of the expensive and complicated able to print out account statements us regional proximity was always impor- cash logistics and now cash recyclers and scan transfer slips in self-service. tant. Today, we continue to estimate the are part of our standard infrastructure However, we were looking for com- fact that in KEBA we have a partner that at every branch. We currently have bined machines for reasons of expense speaks our language and with whom 70 KEBA recyclers in operation on and space. Therefore, in line with cur- value added is created locally. a full cover basis and in terms of the rent trends, when the old equipment

Oberbank AG The Oberbank is part of the 3 Banken Gruppe and an independent regional bank with headquarters in Linz, Austria (total assets in 2014: € 17,774 million). With some 2,000 employees and 156 branches, its catchment area now extends from Munich and Buda- pest, to Salzburg and Prague.

3-Banken-EDV GmbH The Linz-based computing centre of the Oberbank AG, Bank für Tirol und Vorarlberg AG (BTV) and BKS Bank AG (BKS) provides software applications and services for a total of approximately 250 branches belonging to the 3 Banken Gruppe.

8 IM TREND Austria

Oberbank branch in Wels-West Lichtenegg

was due for replacement we decided queue for long periods, but instead There are two major issues in the to purchase multifunctional machines prefer to complete their banking busi- branch area. Firstly, there is the com- from KEBA. ness quickly, safely and flexibly. We bination of automated banknote and therefore believe that classic teller coin handling. Above all, when classic You mentioned that self-service has counters will steadily recede into the counters no longer occupy the fore- now become standard… background. ground, we need a solution for coins. Yes, self-service is an important part of private customer business. As far In turn, the self-service zone will And as far as counter-free concepts as self-service is concerned, I only become ever more open. The strict with an increased focus on consulting see winners. Customers can com- separation into a consultative area, are concerned, an ability to deposit plete their banking business outside counters and self-service no longer and withdraw coins in self-service pre- of opening hours and the self-service corresponds with the current trend and sents itself. machines also help our employees. has long become outdated. Their workloads are reduced and they On the other hand, we are already can focus on what they do best, which Therefore no “feel good banks”, or working intensively on other with- is the provision of our clients with com- so-called “adventure banking”, as drawal possibilities. petent and personal advice. prophesied a few years ago?” No, I don’t believe in this scenario. If for example, a customer does not In your opinion, in years to come will Customers do not come to a bank have a card, is in the middle of a con- there be any counters at all? to drink coffee. Naturally, all custom- sultative discussion or wishes to with- The figures show that the numbers of ers at our branches should feel com- draw money, we want to be able to counter transactions are falling stead- fortable, but functional surroundings offer alternatives such as payments ily. This is due to e-banking, modern are highly suitable for simple banking via bar codes, QR codes or other so- technologies and new self-service transactions. called self-service cash counter solu- solutions. tions. NFC technology will certainly How do you envision the Oberbank play a major role in this connection. These are significant transaction chan- branches of the future? What topics nels. Our customers do not wish to in banking currently concern you?

IM TREND 9 Austria

The banking house Schelhammer & Schattera

KEBA banking terminals at the St.Stephen‘s Square location in Vienna

How much significance does self- been certified for the ARZ area and this personal type of service from our bank. service possess at Schelhammer & was naturally of advantage. The award of the “Victor 2014” in the Schattera? Martinek: We believed it was espe- business customer category repre- Martinek: Logically, in a private bank cially important to make self-service sents confirmation of these efforts. like ours, self-service is less impor- options available to our clients via the Weichart: We chose the cash recy- tant than in the high-volume business St. Stephen’s Square location. Owing cler because we wished to offer the area. We do not offer self-service pri- to a technical cooperation agreed with possibility for deposits in the self-ser- marily for cost reduction reasons, or the Volksbank sector, since 2013 our vice area. We expected the cash level in order to automate transactions. customers have been able to use the in the recycler to maintain machine Instead, for us it represents more of a self-service facilities at all Volksbank equilibrium, but from the outset until service instrument for our customers, branches (ATMs, bank statement print- now, transactions have been strongly who are always the focus of our atten- ers, account service terminals). This weighted in favour of deposits. This tion. Therefore, self-service rounds off nationwide service is a major advan- was something of a surprise as the our complete range in the service area. tage for our clients and has a wide- function was entirely new, but it served ranging impact. as a timely reminder that insinuations For the renovation of your branch are often made regarding customer on St. Stephen’s Square in Vienna For us as a private bank, customer attitudes, which in the final analysis do during last year, you bought self- focus is not a catchphrase, but rather not hold water. service equipment from KEBA an integral part of everyday business including a recycler. What was the practice. It also constitutes a challenge, Moving the customer centre stage background to this purchase? as among our clientele are ecclesias- has become part of every good busi- Weichart: We have profited from the tical institutions such as orders and ness philosophy. What concrete form fact that our IT services supplier is the dioceses, companies, members of does this assume at your bank? Allgemeine Rechenzentrum (ARZ), the freelance professions and gener- Martinek: For a private bank, cus- which also serves the Volksbanken ally more affluent retail customers, all of tomer contacts are essential and we in Austria. The KEBA machines have whom should experience an extremely have to seize the initiative in order to

10 IM TREND Austria

“Im Trend” visited the Schelhammer & Schattera banking house in the first district of Vienna in order to talk to the bank’s Chairman, Michael Martinek, and the Head of Operations, Andreas Weich- art, about the status of self-service systems, customer orientation and the future of banking, and thus obtain an insight into their unusual business model. “Pioneering developments cannot be an end in themselves!”

remain in discussion with our clientele. In other words, technology should for both customer diversity and their Today, virtually no contacts emanate echo customer requirements? needs. from transaction business and there- Martinek: Precisely. One can only learn Martinek: That is positive, as it is far fore banks must ask themselves how from customers and it is they that dic- too often the case that the technology they can best create links to the cus- tate what we have to implement. More- predominates. As a result, what people tomer under the communications con- over, every customer is different and think and how they tick can be quickly ditions that currently prevail. individual and when one wishes to forgotten. I enjoy experimenting with introduce a new technology, the ben- certain pioneering developments, but I think it is senseless to hanker after the efits must be communicated clearly to these cannot be an end in themselves. days when our employees had direct the clients. People with an interest in contacts with the clients at the counter. technology can be reached anyway New technologies and functions must Technologies such as self-service sys- and therefore establishing a rapport fulfil a service function and take peo- tems and the internet are now a vital with those that lack such an affinity is ple into account, for only then can part of banking. However, custom- of far greater significance. behavioural patterns be altered. Fur- ers must be prepared to accept these thermore, in order to reach the cus- technologies and should not simply be KEBA is pursuing a similar path. Its tomer, it is vital that employees be the object of their imposition. “design for all” approach accounts involved. Particularly in our case as

To be continued on page 12

„Im Trend“ talked to Michael Martinek (left) and Andreas Weichart (right)

IM TREND 11 Austria

a private bank offering intensive con- always experienced KEBA as a pio- the other hand, the need for stationary sultations, the account manager is a neering company with intensive links operating systems is not as great as in customer intermediary. He or she must with the Austrian banking sector. Par- the past. Therefore, every bank must understand and accept new products ticularly for a small bank like ours, it consider how to ideally position itself or technologies in order to be able to is important to have a partner that is for its customer structure and even pass these on to the clients. on an equal footing and also accessi- though online banking will be further ble. The geographic proximity and the optimized and expanded; I am con- I believe that you have also had two teamwork based on partnership were vinced that in future customers will KEBA account service terminals certainly of decisive significance. continue to seek personal discussions, in operation since last year. Is that especially when they are looking for correct? How do you see the self-service area information and advice. It would seem Weichart: Yes, we looked at a num- developing in the coming years? that a degree of public resistance to ber of suppliers and determined that Weichart: In future, payments will video banking still exists and I do not other manufacturers also install KEBA be markedly more mobile. The cash believe that in years to come, there will scanning technology. Therefore, we requirement is set to continue una- only be one banking channel. decided to buy from the company bated, but we will move away from that produces the “hearts”. Thou- the fixed card media in the direction Just as there are differing, situation- sands of this type of scanner have of mobile devices. Transfers using related means of transport such as been installed throughout Austria and QR codes, transactions by means of cars, aircraft and trains I think that cus- have higher recognition quotas than all mobile apps and NFC are just some tomers will also use a variety of distri- the other systems. of the buzzwords in this connection. bution and communications channels when banking. The channels and func- As a bank with long-standing, eth- Will conventional bank branches con- tions involved must match the respec- ical standards, did you deliberately tinue to exist in future? tive needs and situation and to design choose a regional Austrian supplier? Martinek: It was prophesied many these in a manner that is both cus- Martinek: I have been in the bank- years ago that the branches would dis- tomer-friendly and cost-efficient is the ing business for a long time and have appear, but this has not come true. On challenge of the future.

Schelhammer & Schattera

Schelhammer & Schattera is Austria’s oldest private bank. It follows the key principles of sustainability and offers ethical, long-term banking business. In this segment, Schelhammer & Schattera is the number one in Austria and also enjoys international recognition.

The bank’s close links with the Roman Catholic Church have historical roots and among its clientele are religious orders, dioceses and other ecclesiastical institutions, companies and members of the freelance professions, as well as premium category retail customers. The bank has one branch, which is located on St. Stephen’s Square in the centre of Vienna’s 1st district.

12 IM TREND Germany

KEBA strengthens its team in Germany

Michael Sascha Andre Kulp Sandmann Key Account Management Customer Solutions computer centres and Manager for GAD associations (since August 2014) (since August 2014)

Katharina Grein Arndt Paulussen Personal Assistant to Sales Savings Banks for North the KEBA GmbH CEO Rhine Westphalia, Rhineland (since October 2014) Palatinate and Hessen (since June 2014)

Wolf-Dieter Lange Sales Savings Banks for Thüringen, Saxony, Lower Saxony, Saxony Anhalt and Hessen (since July 2014) Gerd Feid Sales Savings Banks for North Rhine Westphalia, Rhineland Palatinate, Hessen and the Rebecca Luisi Saarland (since March 2014) Sales Support (since August 2014)

IM TREND 13 Germany Mainz

In only two years, the Sparda-Bank Südwest has purchased 111 KEBA cash recyclers.

Reason enough for a celebration and the presence of Hans-Jürgen Lüchtenborg (Chairman Sparda-Bank), Gerhard Luftensteiner (CEO KEBA), Benjamin Leicht (Senior IT manager, Sparda-Bank Südwest) and Walter Kuhn (Sales KEBA Germany) at the Emmeransstrasse branch for the installation of the 111th machine.

Gerhard Luftensteiner (left) und Hans-Jürgen Lüchtenborg (right) on the occasion of the 111th cash recycler

Sparda-Bank Südwest celebrates its 111th KEBA cash recycling ATM

New branch concept with systematically to KEBA’s self-service With full cover to success self-service cash recycling machines. In just two years, the Sparda-Bank For KEBA, the teamwork with the Ger- Above all, this switch to counter-free Südwest has already installed 111 man Sparda banks began more than branches with self-service cash recy- KEBA cash recyclers in its roughly ten years ago and in 2012, Sparda- clers serves the expansion of customer 80 branches and self-service areas. Datenverarbeitung eG, (SDV for short) services, as bank staff have more time As a result, full coverage has been approved the company’s self-service for consultations and can thus look achieved, which according to Benja- cash recyclers. after their clients in optimum fashion. min Leicht (Senior IT manager of the Sparda-Bank) is one of the main rea- The Sparda-Bank Südwest opted Gerhard Luftensteiner, the KEBA sons that this technology has been so for KEBA cash recyclers immediately CEO: “With its strategic reorientation well received. “Our clients know the after this approval was granted. The of branch concepts, the Sparda-Bank system and don’t need to adjust when background to this decision was a Südwest has adopted a forward-look- they visit another branch. In addition, new branch concept that foresaw the ing approach. The fact that this is being our employees can provide each other removal of all teller counters. Accord- supported by our reliable self-service with mutual assistance, as the equip- ingly, the transactions previously dealt devices with their advanced technol- ment is identical in all the branches.” with at the counters were transferred ogy is for us especially pleasing.”

14 IM TREND Germany

in carnival mode

Sparda-Bank Südwest celebrates its Debute of cash recycling ATM no. 111 111th KEBA cash recycling ATM

Proven in practice Furthermore, the closed cash cycle provides positive support during the Since its launch the new equipment efficient solution and optimization of has proved equally convincing for cus- counter area requirements such as the tomers and employees alike, and both “counter” accident prevention regula- groups have accepted the new sys- tions and the 4-eye principle. tems for deposits and withdrawals. Mainz, the home of song Benjamin Leicht: “We opted for KEBA and laughter systems as they proved their practical excellence during a pilot scheme. The choice of the installation of the We have also been impressed by the 111th cash recycler as the raison d’être performance of the KEBA equipment for the visit of the KEBA managers to and its high availability levels have the Rhine-Main region was no accident had a direct influence upon customer and the carnival traditions of the area acceptance.” did not fail to extend to the cash recyclers from Austria.

IM TREND 15 Germany

Quality not quantity

The banking market is undergoing radical change. Above all, high over- heads and low interest rates are confronting savings banks with major issues, as their business model is based partly on sizeable private customer deposits. With a holistic concept for the restructuring of its branch network, Sparkasse Bodensee has counteracted the increase in cost pres- sure, while still maintaining closeness to the customer.

Walter Lorenz Senior Organization Manager

Walter Lorenz explains: “The availability level provided by KEBA machines is clearly superior to that of its competi- tors. This was one of the reasons why we opted for these recyclers. Con- stant availability is especially impor- Customer analysis as Intensifying customer tant and counts for more in self-ser- a basis for a new sales proximity vice branches than in those with staff. strategy This is because if a defect occurs in a The aim of the new strategic orientation self-service branch, there is no one on Sparkasse Bodensee began this pro- was to account for this change in cus- the spot to correct it and the customer cess with a customer structure analy- tomer conduct. Therefore, the results is left alone with the problem. It is pre- sis. This was aimed at discovering how of the analysis provided the basis for cisely in this regard that KEBA recy- many customers from various areas the preparation of a new, holistic sales clers can be relied upon and the avail- visit its branches and how often, as strategy, which also included the modi- ability figures speak for themselves.” well as the services that they use and fication and restructuring of the branch first and foremost, how their behav- network. Sparkasse Bodensee estab- Qualified consulting ioural patterns have altered in recent lished three primary goals in this con- years. nection comprised by process optimi- In a reverse move, the number of zation, the maintenance of closeness branches with employees was reduced Walter Lorenz, the Senior Organiza- to the customer and an increased from 42 to 25. At the same time, 16 tion Manager: “Online banking is being number of income sources. of these 25 branches were converted expanded continually and in the last into consulting centres with extended few years the total of customers com- Implementation measures opening hours and additional qualified ing to the branches has fallen. At the personnel, who now supply custom- same time, the currently available self- The realization of these objectives ers with a full range of consulting. Wal- service machines are used frequently, involved several measures. On the ter Lorenz describes the Sparkasse owing to the fact that for example, the one hand, the numbers of self-ser- vision and the aims of the consulting need for cash supply and information vice branches were increased mark- centres as follows: “We are deliber- relating to matters such as account edly from 13 to 30 in order to secure ately upgrading our staffed branches enquiries remains high. Above all, our the cash supply. In these branches, in order to offer top quality consulting clients visit the branches when they Sparkasse Bodensee decided to services. For us quality takes priority require personal advice. installed KEBA cash recyclers, for as over quantity.”

16 IM TREND Germany

Sparkasse Bodensee completes holistic branch network restructuring

One of the two main branches of Sparkasse Bodensee in Friedrichshafen

As the proximity to regional custom- vice branches. Walter Lorenz explains offering high availability levels, as well ers represents the calling card of the the background to this decision as as nine satellite branches in the rural Sparkasse banks and the catchment follows: “For our branch in the Frie- areas. area of the Sparkasse Bodensee is drichshafen old town the pay-ins from extremely rural, nine conventional the surrounding restaurants and cafés In addition, investment in consulting branches are to be retained as so- are of particular significance and these has been stepped up in a move that called satellites. Walter Lorenz: “The include coins. Therefore, when we con- the Sparkasse Bodensee describes as, satellites will look after our custom- verted the branch from a staffed into a “Value added creation through a con- ers in the countryside and along the self-service unit, we were in no doubt sultative plus.” First class, staffed con- periphery of our business territory.” that we had to provide a coin deposit sulting centres have been launched in possibility in order to avoid losing our order that individual advice of an even Coin deposit function for the business customers.” In the meantime, higher qualitative standard can be pro- tourism sector the Sparkasse Bodensee is also using vided on a broader and more flexible the KEBA cash recyclers with a coin basis. Lake Constance (Bodensee) is a region deposit capability. with a sizeable tourist industry and With its new strategy, Sparkasse consequently a possibility to deposit Restructuring success Bodensee is following the “Sales Con- coins is of special importance to hol- cept 2020” of the German Sparkasse iday accommodation letters, hoteliers The restructuring of the Sparkasse Association and will thus be able to and other business customers. There- Bodensee branch network has proven secure both customer proximity and fore, it was also customer behav- to be a complete success. For stand- the simultaneous optimization of its iour that prompted the provision of a ard business there are both exclu- processes and costs. coin deposit function in the self-ser- sively, self-service branches with ATMs

IM TREND 17 International

An increased focus on self-service The ChiantiBanca Diretta project

The Italian ChiantiBanca recently started to update its branches and a central role in this process is being played by the latest KEBA ATMs with a cash recycling function, which are being installed in the self-service zones of the bank’s branches. The framework for this undertaking is provided by the “ChiantiBanca Diretta” project that is intended to not only cut operating costs through the transfer of transactions to self-service machines, but also attract a completely new client group comprised of business customers.

The ChiantiBanca launched the Following a thread A cut in operating costs “ChiantiBanca Diretta” project with the aim of achieving a reinterpretation of A common theme runs through the In view of this initial result, the Chianti- its sales network, a heightened local entire project, the starting-point for Banca did not hesitate for long with presence and improved customer ser- which was provided by the opening regard to investment in the “Chian- vice without incurring increased oper- some years ago of a self-service zone tiBanca Diretta” project and subse- ating costs. in a branch equipped with two cash quently another 17 KEBA ATMs were recyclers. installed. This move facilitates the offer The bank installed 17 KePlus X6se of a uniform, full-coverage solution for ATMs with a cash recycling function The result was clear with a marked rise cash transactions of every type and in order to offer a modern self-ser- in the use of ATMs by the customers, the processing of cheques. vice. This modernization strategy ena- who after only a short time accepted bles the bank to tap into a completely their new “electronic contact part- In addition, as compared to standard new customer stratum, as the automat ners” for transactions involving cash machines, KEBA’s recyclers have con- becomes a teller’s counter. and cheques. siderably reduced the monetary flow. The optimum handling of cash and

ChiantiBanca – the bank in the heart of Tuscany

ChiantiBanca is a cooperative bank that is solidly rooted in the region and embodies its values and culture. As a stable reference point for families and companies, who live and work in Tuscany, it offers bank services of every type. As the first cooperative bank in Tuscany, ChiantiBanca is currently one of the nation’s leading banks of its type.

289 employees • Approximately 67,000 customers • 32 branches Total assets: EUR 2.6 billion

18 IM TREND International

KePlus X6se at ChiantiBanca

banknote checking using a validation ATMs – a fixed point between fection, which is a point that is not to system also enables such systems to bank and customers be underestimated. Indeed, according considerably reduce branch operating to ChiantiBanca it has also contributed costs. Nonetheless, the true success of to achieving the objective of creating ChiantiBanca Diretta not only lies in a degree of correlation with the tradi- Increased automation the practical aspects of this innova- tional services provided at the counter. attracts a new client group tive solution, but also the possibility of creating a feature and turning the Customer support and With this investment, ChiantiBanca self-service zone into a sensitive point communications was able to retain its 32 branches in of contact between the branches and the region and at the same time, install customers. Finally, in order to strengthen the trust a new type of ATM with cash recycling of customers in the new cash recy- function that enables customers to deal For while to date, the installation of an cling systems, during the introductory with the transactions previously always ATM at a branch merely served as an phase ChiantiBanca launched two ini- completed at the counter entirely free alternative to time spent queuing, or tiatives. Firstly, the focus on customer of charge and independently. was targeted mainly on younger peo- support in the self-service zone was ple with a greater interest in digitaliza- enhanced through the presence of This strategy has paid dividends, as tion, thanks to increased user friend- specially trained employees. with this solution ChiantiBanca has liness and improved communica- been able to attract an entirely new tions (including the video option) cash And secondly, a communications cam- client group that includes filling sta- recyclers have now developed into a paign was set in motion that under- tion operators, apothecaries and other branch linchpin. lined the savings that clients could business people. themselves achieve by using the “Chi- Design to match the antiBanca Diretta” automats. This group traditionally has to deal with branches a large number of monetary transfers Above all, this addressed the interests and deposits, and had previously been This idea is also supported by the fact of the customer group that is no longer unable to use standard solutions for that the attractive design of the KEBA prepared to pay processing charges the handling of cash transactions. automats fits into the branches to per- for transactions at the counter.

IM TREND 19 Service Automation

Automated parcel delivery is gaining momentum

1,500 locker boxes for Geopost in France

A total of 1,500 KePol locker boxes are to be supplied to France by 2016. This order emanates from the cooperation agreement signed in 2013 by KEBA and Neopost Shipping, a subsidiary of the French company Neopost, which is an important integrator in the postal world with over 6,000 employees around the globe.

Alain Férard, the Neopost Shipping CEO: “We selected KEBA as an exclusive partner because we believe in the innovative strength and qualitative leadership of

KEBA locker boxes in France

The Czech Republic’s largest webshop opts for KEBA locker boxes

With sales revenues in excess of EUR which like post offices have limited Director: “KEBA’s enormous flexibility 400 million, Alza is the largest electri- opening hours. However, as an addi- proved to be a positive surprise and cal goods retailer in the Czech Repub- tional advantage and customer ser- ultimately confirmed the probity of our lic. In its online shop range, this e-com- vice, Alza has now decided to offer the decision.” merce pioneer has over 60,000 elec- collection of goods via lockers, called tronic, computer and IT, and house- “Alza Boxes”. This means that for the hold products. Now in a move aimed first time, KEBA has added a web shop at further enhancing its services, Alza to its list of customers, which confirms has chosen KEBA locker boxes as a that an increasing number of compa- supplementary 24-7 solution for its nies and web shops are considering existing supply routes. joining the trend towards alternative delivery possibilities. Online goods orders and pick-ups from the “Alza The short throughput time available Box” for the installation of 30 locker boxes confronted all those involved with a To date, Alza customers either had to stiff challenge, but this was overcome pay for goods deliveries or collect them in masterly fashion, as confirmed by from one of the company’s shops, Rudolf Žůrek, the Alza.cz Logistics

20 IM TREND Service Automation

this Austrian company. With KEBA, we organization Le Groupe La Poste. This can now focus our energies to an even is known for the DPD brand and spe- greater extent on markets and sales cializes in B2C express and goods channels.” deliveries.

Following a successful trial run in With this important step, DPD, the Paris, KEBA was commissioned with international GeoPost brand, will be the supply of 1,500 locker boxes over able to offer an even more extensive a period of two years. Alone 1,000 of portfolio of delivery options. these are for the exclusive use of Geo- post, a subsidiary of the French postal

KEBA extends its locker network to Spain with the sale of 60 boxes to Correos

The Spanish postal organization has KEBA supplies the locker Jordi Escruela Soldevila, Correos’ decided to expand its customer ser- box solution Deputy Innovation Director, explains vices with KEBA lockers. These will this choice as follows: “For us the operate under the brand name “City- Correos is well aware of this trend determining factor was the extremely Paq” and a total of sixty locker boxes and has therefore opted for a locker high quality of the KePol lockers. And are to be installed during 2015. box solution from KEBA, which is a KEBA was able to convince us with the specialist in this field. Following initial best price-performance ratio.” e-commerce in Spain agreement during last July, a contract was recently signed for the purchase The sixty KEBA lockers are to be mar- Spain has the widest distribution of of 60 KePol boxes. KEBA is to sup- keted under the name “CityPaq” and smart phones in the EU with 88 per ply Correos with a mix comprised of the entire rollout will be concluded in cent of the population using the inter- KePol FS outdoor and KePol LS indoor 2015 with initial installations at railway net several times daily. Moreover, the lockers. stations in Barcelona. Other boxes will forecasts for the national e-commerce then be added at locations such as fill- field are just as positive as those for the Convincing criteria ing stations in Madrid and other Span- rest of the continent. ish cities. KEBA qualified for the invitation to ten- Indeed, the “Online Shoppers 2013” der issued by the Spanish Post Office study comes to the conclusion that in May 2014 and then won the ensu- e-commerce is growing steadily in ing competition. Spain.

IM TREND 21 Service Automation

Austrian Post installs its 100th collection station

Almost exactly a year ago, Austrian Post decided to expand the service range of the self-service zones at its branches with so-called “collection stations”. Recently, the one hundredth such station of the 400 planned for the whole of Austria was put into operation at the post office in Leonding, Upper Austria, and both the usage figures and customer feedback are more than positive.

An indoor “collection station”

The main last mile challenge with lection of both packages and large and also ideal for the Austrian Post’s self- regard to the delivery of postal items registered mail. service branches. continues to relate to the accessibility of the recipient. An ever-growing num- The “collection stations” consist of Peter Umundum, a member of the ber of people cannot be reached at KEBA KePol LS locker boxes, which Austrian Post Management Board and home during the day and wish for flex- have been specially designed for head of the Parcels & Logistics Divi- ible possibilities to pick up their long- indoor applications. The size and fin- sion: “KEBA is an experienced partner, awaited goods. ish of these boxes has been optimized which has long been renowned for the for their installation in locations such as quality of its products. Moreover, the With its so-called collection stations, self-service zones, shopping centres teamwork during rollout is functioning Austria Post is now simplifying the col- and post shops, and therefore they are perfectly.”

Additional “collection stations” at OMV and Avanti filling stations

The Austrian oil and gas company this concept is to be enlarged to OMV and Austrian Post have been include forty stations. working together since 2006 and during opening hours that are convenient According to Peter Umundum, mem- and customer-friendly, it is already pos- ber of the Austrian Post Management sible to dispatch postal goods in com- Board and head of the Parcels & Logis- fort from numerous OMV filling stations tics Division: “The excellent network of with VIVA shops across Austria. OMV filling stations supplements the more than 200 self-service zones at In addition, at eleven OMV and Avanti our post offices where goods can be locations, goods can be collected posted 24-7. Furthermore, the OMV’s around the clock from Post 24 locker presence in CEE countries makes it an boxes and during the next two years, even stronger partner.”

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The 10,000th KeContact P20 wallbox came off the production line!

The KeContact P20 (the second generation KEBA “wallbox”) first saw the light of day in August 2012 and just recently number 10,000 came off the production line.

In the intervening period, the charg- ing station has not only been deliv- ered to virtually every European coun- The Plant 2 production team try, but also in large quantities to the was also evidently proud! USA, Canada, Japan and China. Apart As a result, KEBA is one of the world’s from major automotive manufacturers, top three suppliers of e-mobility infra- 80 per cent of Austrian and 50 per cent structure, which clearly underlines the of German energy suppliers are using probity of its decision to invest in this the wallboxes from Linz. new business segment. See the video here!

A submerged wallbox and the Ice Bucket Challenge reloaded

During last summer it seemed that use, it was frozen into an ice block for virtually no one could escape the Ice 12 hours at -25°C in KEBA’s in-house Bucket Challenge. KEBA also put its climate chamber. And almost unbelie- KeContact P20 wallbox through the vably it still continued to charge as a ultimate endurance test and fittingly for mini iceberg. Austria, turned this into an “Ice Cube Challenge”. You will find the convincing (uncut) video of the new interpretation of the Even under water, the KEBA wall- Ice Bucket Challenge on our YouTube box managed to charge up to 22 kW, channel and naturally enough KEBA but then KEBA went a step further. In took the opportunity to make a dona- order to demonstrate that the KeCon- tion to the good cause. tact P20 is genuinely suited to outdoor

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IM TREND 23 The direct line to KEBA

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Austria / International: KEBA AG, A-4041 Linz, Gewerbepark Urfahr Corinna Resch Phone: +43 732 7090-27441, E-Mail: [email protected]

Germany: KEBA GmbH Automation, D-73037 Göppingen, Leonhard-Weiss-Straße 40 Claudia Wolter-Brandt Phone: +49 7161 9741-21, E-Mail: [email protected]

KEBA AG Headquarters, Gewerbepark Urfahr, A-4041 Linz, Phone: +43 732 7090-0, Fax: +43 732 730910, [email protected]

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