IM TREND KEBA CUSTOMER MAGAZINE ISSUE 1/2014

Customer relations based on heart and mind KEBA self-service training How to turn bank employees into self-service enthusiasts New cash recycler for Company

Company Customer relations 2 Customer relations based on heart and mind based on heart Products/Trends and mind 4 KEBA self-service training: How to turn bank employees into self-service enthusiasts “First and foremost, it is the success our customers that makes us successful.“

6 Sparkasse Kufstein: A comprehensive self-service strategy A switch from a product- Thanks to specially trained and expe- oriented perspective… rienced personnel, e.g. from sales, 10 KEBA installs its 1000th cash recycler in Austria product, service and project manage- … to a customer-oriented approach ment, we successfully achieve prox- represents the path adopted by an imity to our customers and speak their increasing number of companies in language. recent years. Indeed, a customer 12 A “KEBA-only branch” at the focus has long been one of the cor- KEBA employees constantly act with Kreissparkasse Göppingen nerstones of KEBA’s corporate vision candour, competence and reliabil- and strategy. The emphasis in this ity. For us, integrity and trust are pre- International regard is on the provision of products requisites for the realization of gen- and services that satisfy the individ- uine partnership during day-to-day 14 Heading for success: ual requirements and wishes of the business. It is no accident therefore A new cash recycler for China clients. This objective is achieved that one of our most important prin- through long-term, trustful customer ciples is: “First and foremost, it is the relationships characterized by open- success our customers that makes us Energy Automation ness, flexibility, technical and market successful.“ knowledge, and genuine closeness to 17 KEBA wall boxes on Barbados the client, or in the other words, the Moving in the international

KEBA on the World Wide Web strategic orientation of every aspect circles of business. KEBA’s internationalization strategy is Service Automation Success has its obligations also founded on closeness to the cus- tomer and our own branches. A thor- 18 An indoor parcel solution We have decided to opt for an ough knowledge and grasp of mar- approach founded on in-depth part- ket demands and the specific assign- nerships with our customers. These ments of our clients in their various have to be both intensive and com- nations are essential. Accordingly, prehensive, for only then can our cus- the know-how and experience of our tomers be confident that we under- employees from each country ensures Owned and published by: KEBA AG, 4041 , Gewerbe- park Urfahr, Phone: +43 732 7090-0, [email protected] stand their business and think and act that optimum service and qualified Editor: Nina Lang, Pictures: Fotolia, U. Beutenmüller, M. Paule Layout: Claudia Gujon, Translation: John Cima in their interests. support are guaranteed.

2 IM TREND Company

“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.”

Mahatma Gandhi

Strategic partnerships A causal chain Apart from outstanding product quality, it was the KEBA person - KEBA is further consolidating its mar- Client proximity creates trust, cus- nel that received especially high rat- ket position through cooperation with tomer satisfaction and in the long- ings. Above all, KEBA achieved top strategic partners such as Hitachi term loyalty. This causal chain was scores in the categories integrity, con- Omron Terminal Solutions (HOTS), also much in evidence in the latest sultative quality and contact person selected service partners in Germany KEBA customer survey. The excep- accessibility. and Finanz Informatik. tionally high feedback ratio of around 45 per cent (according to experts this Finally, we would like to close with a This secures flexibility and the pro- generally amounts to 20 to 30 per quotation from Mahatma Gandhi and vision of customers with genuine cent) indicates the enormous loyalty as always wish you enjoyable reading competence and optimized overall shown to KEBA by the banks and of the latest issue of “Im Trend”, which solutions. savings banks questioned. as usual is full of interesting reports from KEBA’s world.

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

IM TREND 3 Products/Trends

How to turn bank employees into self-service enthusiasts

KEBA has set itself the task of delight- ing its customers. Patricia Stark, one of KEBA’s product managers in the banking automation services field: “Our objective now is to learn even more about our customers and their requirements, in order to serve these to the greatest possible extent through a jointly designed product and services unit.”

Innovative approaches

However, by using classical, analyti- cal business management methods a dead end is quickly reached.

Therefore, with service design the KEBA product management has adopted a fresh approach.

This involves the creation of services the counter) is influenced by a wealth KEBA originated the idea of self-ser- with a constant focus on the custom- of other factors. Apart from the bank vice training: “A customized schooling ers (please see the interview with Marc branch location, design and signpost- concept that will turn your team into Stickdorn on the right). ing, above all the branch employees self-service enthusiasts!” play a major role. How does one design It is this approach that Patricia Stark services? Only when they are convinced of the is seeking to disseminate: “We wish to advantages of automated banking pass on our know-how and passion for In line with service design processes transactions, support the use of the self-service products to our clients and a variety of methods are employed to machines and are well acquainted their employees.” better understand clients and consum- with their operation, are they capable ers, or the clients’ customers, and thus of communicating these benefits to the Apart from a short introduction to incidentally obtain a diversity of inter- customer. And only then can self-ser- the history of ATMs, during a two- esting insights. vice be successful. day workshop the attendees receive technical inputs regarding self-ser- As far as self-service and banking Turning branch staff into vice machines and a look behind the automation are concerned, a major self-service promoters scenes at KEBA. finding was that although ATM qual- ity is basically very high, the self- In view of the recognition that branch They learn how banknotes are val- service quota (i.e. the number of self- employees represent the decisive fac- idated, what are the trends in the service transactions in ratio to those at tor in the success of self-service ATMs, self-service area, the success fac-

4 IM TREND Products/Trends

The industry is currently experiencing a paradigm shift. Today, market differentiation no longer takes place purely via technical specifications, but via the overall experience that the cus- tomer is offered along with a product. The catchphrase is “service design” and therefore KEBA is now focusing very intently on this subject. One result is a customized training concept that the Sparkasse Kufstein, a customer from the very start, already has in successful operation.

Interview with Marc Stickdorn Lecturer and consultant, smaply und myServiceFellow (Austria)

What is service design? and solution approaches constantly Service design involves the design of in view and then harmonizing them. service systems with the aim of optimiz- During this process we utilize ethno- ing the related customer experiences. graphic methodology, contextual inter- views, the personas approach, co-cre- When did this approach first appear? ative working in workshops and simi- Service design has a number of roots. lar procedures. However, as opposed It was dealt with initially on an aca- to technical innovation, the main issue demic level in the 1990s and the first is a capacity for empathy and the abil- agencies in this area appeared roughly ity to envisage customer expectations. 15 years ago. However, service design tors related to self-service systems, has really gathered momentum in the What effect does the use of service and also how to deal with the stand- last three to four years. design have on companies? ard objections and prejudices of bank With service design the spotlight customers. What is the reason? falls on the customer experience and This is connected primarily to the levels against this backdrop, it changes the The objective is that the bank’s per- of corporate understanding and cul- viewpoint of a company. Products are sonnel come to better understand ture. Product design has long existed, understood as services and for exam- the significance of the self-service but services are invisible and to date ple, companies can invite their cus- zones in branches. And as Patricia have been frequently neglected. Con- tomers to document their actual expe- Stark explains: “Employee involve- sequently, the catch-up requirement in riences in order to extrapolate the pos- ment takes centre stage. The goal is this area is correspondingly large. sibilities for ongoing improvements to communicate the feeling that they (see myServiceFellow). have obtained insights into something Do the methods employed in service that is generally hidden. Moreover, this design differ from those used in clas- What value added does service sense of exclusivity is further intensi- sic product design? design offer? fied by small groups and the appropri- The methods are partially similar. The value added derives from a con- ate ambient conditions.” Product design involves rapid visual- centrated working approach and a ization and testing using prototypes comprehensive customer experience and this is also necessary and sensi- that companies must consider inde- ble in the case of service design. The pendently of communications and dis- art lies in keeping various perspectives tribution channels.

IM TREND 5 Austria

A comprehensive self-service strategy

An interview with Sparkasse Kufstein for „Im Trend“

Why did you decide to deploy cash This process culminated in extremely Why did you select KEBA recyclers? recycling at all Sparkasse Kufstein positive results. Therefore, we began Alexander Heger. From the outset, we branches on a full coverage basis? to replace the bulk of our ATMs, which were extremely satisfied with our team- Roman Seeleitner. We first decided at that time were mono-functional, with work, which commenced in 2004 with to opt for recycling with the introduc- KEBA recyclers and at the same time an account service terminal. tion of Article 6 and immediately recog- started to remove all our night safes. nized the sense of the related systems. Bernhard Koppler, our contact at We only left a mono-functional termi- KEBA, also provided us with perfect We developed a self-service strat- nal next to the cash recycler in the few advice and a great deal of support dur- egy in-house four years ago, which branches handling a very large number ing our internal preparations. involved a great many calculations and of transactions. a fundamental discussion of the merits Moreover, as some of our personnel of cash recycling. switch from one branch to another, for us it was important to have a sin- gle manufacturer. Once employees are well acquainted with the systems, The Sparkasse Kufstein is regarded as a reference exam- they can also provide each other with ple in the region, especially with regard to its full-cover- mutual assistance. age use of cash recycling. With self-service training it has now taken another innovative step forward in the course What insights have you gathered in the of implementing its comprehensive self-service strategy. meantime, for example with regard to self-service quotas? Roman Seeleitner. From a technical standpoint, the KEBA recyclers pose

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The Sparkasse Kufstein has opted for full-coverage cash recycling in tandem with self-service training.

A conversation with the four responsible managers at the Sparkasse Kufstein clarifies the reasons for the full-coverage deployment of cash recycling and how the bank can benefit still more as a result of KEBA self-service training.

Alexander Heger. The customers decide the area that they like best. This can be the self-service zone, or the cof- fee bar. We orientate ourselves accord- ingly. This approach is exemplified by our plan to equip all our branches with WLAN in future and install “flying infor- mation points”, in order that our per- sonnel have access to the appropriate data via notebook.

The self-service device as a communi- cations interface between employees the fewest problems even in compar- are machines that offer value added and customers? ison with mono-functional automats. and provide them with more time and Hannes Widmann. Yes, for us the reali- And as far as the self-service quota is possibilities to talk to and with the zation that an automat alone would not concerned, we have been able to raise customers. provide a differentiation from e-banking this from 35 to roughly 60 per cent at for example, was of major significance. our branches.* Hannes Widmann. We wish to create It is therefore important to breathe still greater closeness with the custom- life into the ATMs and to remove the Do you set self-service targets for the ers via the terminals. Our strategic goal boundaries between the counters and branches? is a supported self-service zone, which self-service. Installing the automats is a Hannes Widmann. No targets are set, the customers operate themselves. step in the right direction, but the link- but we do have an internal benchmark, age of both zones through structural which amounts to an 80 per cent self- Moreover, assistance will be available measures and the parallel use of the service quota for scanning and a 60 per on request and personal contact with terminals as a communications plat- cent quota for cash recycling. In addi- the account managers should not be form remains the route that we have tion, an information event takes places lost. adopted. once a quarter during which the most To be continued on page 8. important key indicators from the indi- vidual branches are communicated.

How have the employees reacted to the recycler? Alexander Heger. Our personnel noticed fairly quickly that the recyclers

Alexander Heger Roman Seeleitner Hannes Widmann Brigitte Höck

* Self-service quota with employee modus, scanning, deposits and withdrawals IM TREND 7 Austria

We intend to not only offer the most egy. The measures are only worthwhile transmit their enthusiasm to both the modern account in Austria, but also in total and in this regard self-service team and our customers. the most technically advanced self- training fulfils two purposes. Firstly, it service zones. provides certainty when handling the Therefore, we integrated KEBA’s self- machines and secondly, it is a sign of service training into our schooling cat- Alexander Heger. That’s correct. The esteem and motivation for the staff. alogue and in future will continue to success of the self-service strategy is send new recruits to Linz. not only dependent upon the hard- Brigitte Höck. We deliberately send ware, but equally the positioning of the young employees, who are still in the What was the feedback like after the self-service zones inside the branches learning phase, to self-service training. visit to KEBA? and naturally enough, the employees. Brigitte Höck. Everyone who com- This discussion also led to the request Two days at a seminar in Linz is a small pleted the self-service training was for self-service training. The branch additional incentive, as otherwise all very proud of their ability to operate personnel should have a better knowl- basic training takes place exclusively the terminals to perfection, recom- edge of the ATMs and lose their inhi- in Tyrol. In addition, our youngest per- mend their use to our customers and bitions with regard to the technology. sonnel thus receive increased respon- correct errors and jams on their own. sibility and can improve their internal You have already sent some of your standing. They were especially impressed by the employees to KEBA’s self-service tour of production and were all highly training twice. What were the Why young employees? enthusiastic about the Linz plant. reasons? Brigitte Höck. Our young employ- Hannes Widmann. For us, self-ser- ees still have open minds. They have vice training is part of the overall strat- a positive attitude to technology and

Sparkasse Kufstein

In conversation: Alexander Heger and Roman Seeleitner (both Sales and EDP Organisation) Hannes Widmann (Head of the HR and Sales Management Department) Brigitte Höck (HR Management)

Sparkasse Kufstein: 230 employees, 1 customer centre and 18 branches, total assets 2013: T€ 1,455,933

“Cash Recycling project”: 22 cash recyclers exclusively from KEBA (KePlus R6se and KePlus X6se), partly with a side terminal for the handling of savings books 39,000 transactions in 2013, € 51 million in giro deposits

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Field report from a Sparkasse Kufstein branch

Christian Kuen

“Our branch has a very favourable traf- Branch Manager Kufstein-Zell fic location and thus completes a large number of transactions.

Apart from a classic ATM, we have had a KEBA recycler in operation, since 2011. This replaced a mono-functional automatic cash dispenser in our foyer. Our customers have responded to the system most positively.

Our proximity to a home for the aged means that a lot of older people come to us, and they also use the recycler.

The customers recognize the improve- ment in service quality owing to the possibility to pay in deposits 24-7.”

Gabriela Jurcevic Customer Advisor “I have been working for the Sparkasse Kufstein-Zell branch Kufstein since December 2013 and after a couple of months was able to travel to KEBA in Linz for self-service training.

The course was perfectly planned. Before the workshop I had the great- est respect for the handling of these devices, as I was worried about mak- ing a mistake during their operation and maintenance.

The self-service training removed this uncertainty.”

IM TREND 9 Austria

KEBA installs its 1000th cash recycler in Austria VKB-Bank adopts cash recycling technology

KEBA and the VKB-Bank recently celebrated a very special jubilee with the installation of the 1,000th KEBA cash recycler in Austria at the bank’s customer centre in the Rudigierstrasse in Linz, Upper Austria.

KEBA thus established another benchmark and demonstrated that cash recycling technology, which made its debut in Europe in 1993, is continuing its triumphal progress.

VKB-Bank as a new client Regionality, quality Technology and design and flexibility proved convincing Last year, the VKB-Bank became con- vinced of the advantages of cash recy- Thomas Horvath explains the choice of Ten KEBA KePlus R6se recyclers were cling although it has already been offe- KEBA technology as follows: “For us installed in the course of a year. Alf- ring ATMs with a deposit function since as an Upper Austrian regional bank, a red Atteneder, the Regional Director 2001. local supplier is most welcome. KEBA for the Mühlviertel, is more than satis- was able to impress through the com- fied: “The KEBA ATMs are the newest Thomas Horvath, the head of core petence, flexibility and high availabi- on the market and offer exceptionally bank IT: “Above all, the opportunity to lity levels demonstrated in connection high availability ratings and top quality make cash deposits was well received with the machines installed to date. In features. In addition, with their attrac- by our business customers, as they addition, the ATMs are manufactured tive design they blend in perfectly with could thus save the booking costs rela- in Linz, which was another reason why our branch interiors.” ted to cash and night safe deposits. we opted for KEBA.” Peter Prinz from the IT department Moreover, we were also able to omit Manufacturer-independent software also confirms the performance of the night safe systems when carrying out from SBS also had a favourable influ- machines and has nothing but praise conversion work. Then in 2013, when ence on the decision along with the for their technical quality: “In six months replacing older deposit ATMs we deci- fact that KEBA recyclers are already not a single visit by a service technician ded to opt for KEBA cash recyclers as in operation within Raiffeisen banking was required.” the next logical step.” group circles.

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Dr. Albert Wagner (left) and Gerhard Luftensteiner (right) on the occasion of the 1000th cash recycler.

As fast as an ATM a client who was dissatisfied with the Gerhard Luftensteiner: “We are extre- old machines: “For us, the cash recy- mely pleased that KEBA’s 1,000th cash As Alfred Atteneder notes, customers cler is a means of achieving differenti- recycler just happens to have been ins- have been deliberately encouraged to ation and customer loyalty.” talled at a VKB bank in Linz. Virtually also use the cash recycler for withdra- all the banks in Austria already rely on wals in order that the benefits of the 1000th KEBA cash-recycler KEBA solutions and we are continually closed monetary cycle can be exploi- in Austria expanding our market share in Austria, ted to the fullest. Germany and internationally.” To date, the KePlus R6se recently Above all, this aim is supported by the ordered by the VKB-Bank was the Dr. Albert Wagner, the VKB-Bank CEO: fact that withdrawals from the KEBA 1,000th cash recycler to be installed in “We opted for KEBA as an Austrian recycler are faster than those from a Austria by KEBA. manufacturer, as on the one hand, we monofunctional ATM. estimate both regionality and proximity, The installation of the machine at the and on the other are convinced by the Customer and employee VKB Rudigierstrasse branch was cele- quality displayed by KEBA products. acceptance brated in style, Gerhard Luftensteiner KEBA’s focus is on technological inno- having arrived with a cake for the entire vations, which also embody the high- Customers have received and accep- staff and a glass sculpture by Andrea est standards of craftsmanship, reliabi- ted the product in a thoroughly positive Gira-Spernbauer as a gift to mark the lity and safety. Therefore, for us KEBA manner. According to Alfred Atteneder occasion. is the ideal partner.” it has even been possible to win back

IM TREND 11 Germany

Modern, sustainable and for the customers With its new customer centre, the Kreis- sparkasse Göppingen is setting fresh architectural, advisory and self-service standards.

The beginning of April saw the opening of the new main branch of the Kreis- sparkasse Göppingen with its striking “Sparkasse Tower”, which had previ- ously undergone gutting, renovation and conversion work over a period of around 30 months.

The resultant, freshly designed cus- tomer centre is a “KEBA branch”, fully fitted with systems from the Linz auto- mation specialists. Reason enough to request Rainer Kaller from the Kreis- sparkasse Göppingen for an interview.

With the new building and renovation use open planning in all our newly How happy are you with the systems? of the main branch, you have sent out designed branches and this involves We are more than satisfied. With their a message in Göppingen. a move away from counters behind top availability ratings and simple han- Yes, definitely. Even when it was first armoured glass to areas in which the dling, the KEBA systems constantly built in the 1970s, due to its architec- customer can be welcomed. offer convincing performance. In par- tural singularity the Sparkasse Tower ticular, we have noticed this with regard caused quite a stir. In the meantime, The intention is to skilfully link direct to the statement printers and the mul- it has become a landmark that we customer discussions and competent tifunctional account service terminals, did not wish to lose and therefore it consulting with self-service. which are a good deal easier to service was decided to retain the Tower in its than the other systems on the market. entirety and fully renovate its interior. How many KEBA ATMs are in operation overall? Was this the decisive reason for your Our main focus is on our customers In the new customer centre alone we choice of KEBA account service and this was mirrored by the recon- have three KePlus R6se cash recycling terminals? struction work. Therefore, everything is systems, two KePlus X6se recyclers Yes, it was the main reason. Our coop- now lighter, friendlier, more open and with additional coin deposit function, eration with KEBA in the recycler area designed with trend-setting concepts. three account statement printers and already stretches back to 2005. We The new customer centre thus repre- two account service terminals. were pleased with the KEBA recyclers sents our business card. from the outset and therefore when the All in all, we currently have 116 KEBA old systems from a competitor brand What role does the self-service zone systems consisting of 93 non-cash required replacement, we wanted to play in the new design? and 23 cash terminals. test the current KEBA’s latest KePlus The self-service zone is essential. We P6/K6 non-cash series. As we were

12 IM TREND Germany

The new main branch is now equipped with self-service terminals by KEBA. impressed by the structure and design You now have a number of cash recy- one and the same bank. On the con- of the machine and liked the adjusta- clers with coin deposit in operation. trary, exchanges of personnel occur ble display, we decided to commission How did that come about? between the branches. Therefore, it KEBA with the equipping of our entire For us it was clear that with the reali- is helpful for the staff when they find statement printer and account service zation of the self-service banking con- uniform self-services machines and of terminal fleet. cept, coin deposit would also be a course, this also makes life easier for necessity. The self-service handling of the customers. What has been the customer reaction coins plays an indispensible role in the to this new service? complete replacement of night safes To date, we have not regretted our and is a vital function for all business decision. The introduction of the clients. The removal of the night safes account service terminals was accom- has also saved us costs in this area. panied by the arrival of new functions such as self-service transfers. Naturally Why are you employing KEBA recy- enough, this involved advertising and clers on a virtually exclusive basis? customer support during system oper- As I already mentioned, we are most ation in the initial phase. satisfied with the KEBA systems. In Rainer Kaller addition, we regard uniformity among IT & Organisation In the meantime, acceptance levels are the individual ATM types as being We still have a number of branches genuinely high and we have gained a important. We are looking for a stand- that we wish to convert to the self- wealth of extremely positive experi- ardized CI in our branches and further- service banking concept, which will ence with this self-service strategy. more, it is no longer the case that an involve the further expansion of our employee spends ten years working in recycler infrastructure.

IM TREND 13 International Heading for success New cash recycler for China

During the comprehensive design project for the KePlus C6 cash recycler, which has been developed specifically for the Chinese market, KEBA Linz provided its colleagues in the CBPM-KEBA joint venture with support. This teamwork has already borne fruit, as the first batch of systems is currently being tested at the Chinese Merchants Bank (CMB). “Im Trend” provides a look at what’s going on behind the Great Wall.

Successful joint venture The CBPM-KEBA joint venture has ity in the cash cycle technology field. 400 employees, 50 of whom work in The linkage of these capabilities has At the beginning of 2007, KEBA further production and another 270 who pro- enabled CBPM-KEBA to become the consolidated its position in the Chinese vide servicing from 22 bases through- leading supplier of cash in and cash banking market with the foundation of out the country. The joint venture part- cycle solutions in the Chinese market. the -based joint venture, CBPM- ners profit mutually from their individual KEBA. CBPM is the world’s largest strengths. CBPM brings in its exper- Using synergy effects banknote printing house and a subsidi- tise in the banknote recognition and ary of the Chinese Central Bank, which processing area, while KEBA provides Moreover, it has now become evident has a workforce of around 30,000. its know-how and innovative capac- how the sought-after synergy effects

Transaction numbers compared

• 50% more deposits and withdrawals in China per day than in Germany • 7 times more banknotes per year per machine than in Germany

Experience gained from the pilot phase with CMB:

A KePlus C6 in Fumin, Shenzhen has successfully completed 340 transactions per day during the last four months. That is twice as many as with a KePlus R6 at a large German bank (166 transactions per day).

An average of 766,000 Renminbi (Chinese currency) per day were transported with a KePlus C6. This results in approximately 2.8 million banknotes per year. That is seven times as many as in Germany, where a KePlus R6 handles appro- ximately 400,000 banknotes per year at a large German bank.

Head of the project Doris Manzenreiter with KePlus C6

14 IM TREND International

can be put to ideal use. In the course the creation of the end product, con- As Doris Manzenreiter explains, train- of intensive teamwork, CBPM-KEBA tinued until September 2013. This ing formed the very heart of the pro- and KEBA in Austria have developed sounds simpler than it actually was, ject and furnished the means by which a new cash recycler especially for the particularly in view of the cultural and the know-how available in Linz could Chinese market. linguistic differences. be purposely transferred to the Chi- nese joint venture. The development The reasons for this move relate pri- Intercultural competence aspects were also accounted for. marily to the retention of competi- tiveness and therefore the KePlus The project teams solved the diversity The first prototype was produced at C6 is the first machine to be fitted of challenges and obstacles related to KEBA in Linz, while the second was with a new cash module. In addition, intercultural communications by means built in China with the support of KEBA the project management sought to of numerous visits to the respective personnel from Austria. increasingly employ Chinese suppli- partner country. ers, in order to obtain greater hard- Daniel Fattinger, who accompanied the ware independence. Doris Manzenreiter, Head of the project design work and completed the train- at KEBA, explains: “Many of the Linz ings, also spent four weeks in China. The project crew travelled frequently to China and He determined that the team in China CBPM-KEBA employees were often was extremely flexible and reacted The project kicked off in March 2011. All in Austria. This contributed to mutual quickly. “In this regard we could learn market- and product-related demands understanding.” from our Chinese colleagues.” were then collated in an analysis and design project, which lasted until Jan- In addition, an expatriate from Linz was Michael Hayes, design engineer at uary 2012. A requirements profile and posted to China and the interfaces KEBA, who also worked intensively a list of specifications were just two of precisely defined. The roles of the on the project, confirms this impres- the results. individual project members from Linz sion: “The Chinese work according to were roughly mirrored in China with the a trial and error principle. In our west- The subsequent realization project, result that everyone had a competent ern culture we analyze and plan a great which included the transfer of the counterpart with shared responsibili- deal, while in China testing takes place development work to China and finally ties for the respective assignment area. a great deal more quickly. We also tried

To be continued on page 16.

IM TREND 15 International

many Chinese specialities during the At present, for each ATM in China Positive customer feedback various business meals and sought to there are roughly three times as many adapt to the local eating habits, but inhabitants as in Austria or Germany Doris Manzenreiter: “We have inte- both require a great deal of getting for example. grated all these elements into the used to.” KePlus C6, the new cash recycler for As a consequence, particularly in the the Chinese market, and during this Conversely, the two experts agree branches in the urban centres, the self- cooperative project have created a that the Chinese employees in the service zones have to accommodate product that has already received an joint venture have learned much from more machines, which therefore have enthusiastic customer response dur- their Austrian colleagues with regard to to be narrower. ing the pilot phase.” exactitude. Today, roughly 50 per cent of all the The China Merchants Bank (CMB) has Special features of the self- ATMs sold are recyclers. In general the now provided confirmation of this opin- service systems in China automats are mounted on rails or run- ion. It was selected as a pilot customer ners in order that the floors underneath during the integration and test phase In China, 80 per cent of the self-service can be cleaned. The generally smaller and from the very outset provided systems are installed through-the-wall average height of the Chinese peo- extremely positive feedback regarding and have several special features that ple also means that overall the ATMs the new product. also have to be accounted for during are considerably lower than those in the development of new ATMs. Europe.

Business etiquette China

During a business meal, you should Chopsticks may never be placed in a not be surprised when your partner rice bowl and instead should be laid places particularly delicate morsels on across the top. Chopsticks sticking out In China, a gentle handshake is your plate. You need not to respond to of the bowl are reminiscent of the joss regarded as polite and as opposed to this gesture in kind. sticks placed in front of ancestral tem- Europe, is not interpreted as an indica- ples and therefore represent a slight to tion of shyness. However when drinking, as a gesture the dignity of the ancients. of consideration, you are expected to It is also important that when in con- fill the glass or cup of your neighbour During everyday life, the Chinese versation, one should not look intently before your own. This also applies to regard nose blowing as disgusting, into the face of your vis-à-vis too long. tea. Never decline a refill and instead especially when the handkerchief is for preference, leave your glass full. put back into a trouser pocket. Business cards must be presented with However, do not forget to give your both hands, whereby the text should neighbour a refill. always be legible for the recipient. Source: “Eine Businessknigge für China”, Wilfried Scholz, 2006

16 IM TREND Energy Automation

Palm trees, sandy beaches and e-vehicles KEBA wall boxes charge Nissan Leafs on Barbados

Sandy beaches as white and fine as icing sugar, a turquoise-coloured ocean, palm trees for as far as the eye can see, and an average temperature of 26°C. This is the unspoiled, natural paradise of Barbados in the Caribbean. Against this background, the young “Megapower” start-up has set itself the task of offering sustainable energy and mobility on the island in the Lesser Antilles, and promoting the employment of e-vehicles using solar power generated by photovoltaic systems. The eleven Nissan Leaf cars imported to date are charged exclusively using KEBA wall boxes.

Megapower is the solutions supplier that three-digit deliveries are planned on Barbados for everything related to for 2014. In addition, Megapower is the topic of e-mobility and renewable also installing the required charging energy. The company not only offers stations, or carports, at strategically e-cars such as the Nissan Leaf, but important points across the island. also installs and operates photovoltaic systems that are intended to provide The robustness and reliability of the eco-power for charging the vehicles. KeContact P20 wall boxes is such that they offer problem-free recharg- Megapower imported its first Nis- ing even in the face of high humidity, san Leaf in May 2013 and since then tropical storms and hurricanes. demand has grown to such an extent

The latest YouTube videos The various features that the P20 offers and how it is commissioned and Are you familiar with our YouTube channel and in particular installed are all explained in a video that the play list for KEBA’s KeContact e-mobility solutions? represents a genuine aid for all electri- cians and specialists.

Apart from insights into the company, In order to take a look, simply scan employee interviews and videos from the following QR code or follow this the industrial automation area, we also link: http://www.youtube.com/user/ present the KeContact P20, our key KEBAautomation e-mobility product.

Facebook & Co. KEBA has been active in numerous other social networks since April. You can also become a fan on Facebook, or link up with us via Google+, LinkedIn and Xing!

IM TREND 17 Service Automation

An indoor parcel solution conquers supermarkets and self- service zones in post offices

Indoor parcel machine Expanded customer service due to a “collection station” The KePol LS allows the perfect auto- mation of time-consuming, manual The Austrian Post is looking to impress activities such as the handling of its clientele with an increased cus- parcels. tomer orientation and innovations. Among other measures, this aim is to The parcel automats have been opti- be achieved through so-called “collec- mized for installation in supermarkets tion stations”, which in future should with regard to their dimensions and make the receipt of parcels or large, costs, but nevertheless retain the pro- registered mail much simpler. The first ven features of KePol outdoor systems. such station has already been installed and up to 400 are to follow. They not only possess outstanding quality and durability, but can also be Now, owing to the new “collection sta- operated simply and intuitively and tions”, of which at least 70 are going have the same modular design as into operation in 2014, notified parcels all outdoor KePol parcel automats, can also be collected around the clock, which was a feature that was espe- irrespective of branch opening hours. cially important to KEBA’s product “I am delighted that we have thus been developers. The special feature of the Austrian Post able to not only further improve our automation solution is that KEBA itself customer service, but with this invest- Availability of 24/7 solutions is providing the hosting, housings and ment have also boosted the domes- system administration. tic economy to the tune of some EUR Quality and availability are vital to every 4 million.” Peter Umundum, self-service solution, as any form of Austrian Post is the second customer, Austrian Post. unavailability is reflected immediately apart from Swiss Post, to opt for this by final customer dissatisfaction. solution.

Peter Umundum, the member of the Installation at Coop Austrian Post board with responsibi- branches lity for parcels and logistics: “KEBA is an experienced partner that has The parcel automat network in Den- long been known for the quality of its mark already covers virtually the products.” whole country and KEBA has ins- talled nearly all of the 190 systems ordered in recent years. Moreover, as a result of the teamwork between Post Danmark and the leading Coop

18 IM TREND Service Automation

With the KePol LS, KEBA is capturing a completely new market as its new parcel automation sys- tem has been developed especially for the indoor area and is thus ideal for self-service zones in post offices, post partner shops and shopping centres. The Austrian Post and Post Danmark are already convinced.

Did you know that…

“The parcel automats that are already Both the Coop and Post Danmark are … at the Post-Expo 2013, KEBA in operation have been very well recei- pursuing a similar strategy with the won the coveted “Postal Tech- ved by our customers. Their operation customer as the focus of their efforts. nology International Award” in the is straightforward and they are user- “Supplier of the Year” category? friendly. Therefore, we are convinced Michael Løve, the head of the Coop that the “Pakkeboksen” in the Coop branches: “We wish to provide our The award confirms KEBA’s commit- stores will also be used frequently.” clientele with an additional ser- ment in the postal area. Indeed, since its introduction in 2000 as a highly inno- Klaus E. Olsen, Post Danmark. vice that is unique to our stores. With the new “Pakkeboksen” shop- vative overall concept, the parcel auto- ping with be even easier and more mation solution from Linz has both influ- comfortable for our customers.” enced the postal market and pushed it forward. Post Danmark will then ope- retail chain, during last year a new rate 490 parcel stations in what is business area opened up for KEBA. Denmark’s largest network of its type. “Pakkeboksen” operated by Post Dan- mark are to be installed at the 300 branches of Denmark’s largest retailer, thus allowing customers to collect and post their parcels at the supermarket.

IM TREND 19 The direct line to KEBA

Do you have any questions or suggestions? Do you require additional information?

We look forward to hearing from you!

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]

KEBA Group worldwide Austria • China • • Germany • • • • • • USA

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