IM TREND KEBA CUSTOMER MAGAZINE ISSUE 1/2016 The bank branch of the future – How challenges can become chances Frankfurter Sparkasse – How cash recyclers boost a sales strategy KEBA Romania celebrates its tenth birthday Company Company 2 The bank branch of the future – how challenges can become chances The bank branch Austria of the future 4 Raiffeisenbank St. Martin-Lofer- Weißbach: Cash recycling next to the skiing slope How challenges can become chances Germany 6 Frankfurter Sparkasse: How cash recyclers boost a sales strategy 9 Sparkasse Koblenz: A systematic sales strategy Banks are currently “taught” to use self-service and are 12 A flexible service concept for experiencing tough times thus increasingly independent and improved quality self-sufficient. Today, they want to Banks and savings banks have been deal with their banking business 14 2,000th cash recycler for catapulted out of their comfort zone when and where they wish. This cus- the Sparkassen-Finanzgruppe Deutschland and the cost-income gap continues tomer empowerment means that the to widen. Therefore, efficiency has customer call for banking “wherever, become a key issue and a growing whenever and however I wish” con- International number of banks and savings banks fronts banks and savings banks with 16 KEBA Romania celebrates its have switched their focus to the topic a major challenge. tenth birthday of “new branch structures”. In combination with rising costs, low Service Automation Customers have it easy interest rates, statutory regulations, a difficult economic climate and new 18 The digital revolution in the world At the same time, advancing digi- competitors (e.g. so-called fintechs), of parcel automats talisation has greatly changed com- it is hardly surprising that some finan- munications with customers. They cial institutions are considering the Bulgarian logistics company opts have a wealth of contact points with closure of individual branches. for KEBA their bank, whether in the branch, via online or mobile banking, by means of Branches are still the main Energy Automation self-service devices, social networks, sales channel or call centres, etc. 19 International Motor Show IAA However, branches continue to be the Cooperation with Loxone for the Wherever, whenever and main channel for bank sales and clo- smart home of the future however the customer sures also harbour the danger that desires customers may change banks. There- fore, the task is to transform current In addition, customers are becoming challenges into chances. In all cases, Owned and published by: KEBA AG, 4041 Linz, Gewerbe- park Urfahr, Phone: +43 732 7090-0, [email protected] steadily more demanding and flexi- branches should be so designed as to Editor: Nina Lang, Pictures: Gregor Hartl (p. 4,5), Jochen Kratschmer (p. 6,7,8), Benjamin Stollenberg (p. 14,15), Kys- ble. In recent years, they have been be attractive to their clientele. art Photography (p. 16,17), Fotolia Layout: Claudia Gujon, Translation: John Cima 2 IM TREND Company Branch type differentiation agement) staff can be relieved of rou- always the cornerstone of new branch tine work in order to have sufficient concepts and first makes them feasi- With new structures and concepts free time for sales and consulting ble. It eases employee burdens while such as the use of differing branch activities. simultaneously raising the level of cus- types (consulting centres, service and tomer service. self-service branches) a strong pres- Omni-channel instead of ence can be retained and the cost multi-channel banking In this and the next edition of “Im structure optimised at one and the Trend”, we will repeatedly present you same time. Each branch type offers a Another approach for increased cus- with banks and savings banks that differing range of services in line with tomer satisfaction and loyalty is so- have turned challenges into chances the motto, “the right branch type in called omni-channel banking. This and you will be able to learn how this the right location”. allows the smooth transition of trans- has been achieved and what are the actions started in one medium (e.g. resultant, current benefits. New roles for employees mobile banking) to another (e.g. self-service) and their subsequent The next issue of “Im Trend” will also Employees represent the decisive fac- continuation. spotlight the solutions that KEBA will tor in the successful implementation of soon have ready for the tasks of today such new branch concepts. Through Technology as a cornerstone and tomorrow, and therefore we can the definition of new roles (from the promise you exciting reading! traditional counter tasks to floor man- Whatever the case, technology is Yours sincerely, Franz Berger, MBA KEBA Banking and Service Automation Business Manager IM TREND 3 Austria Cash recycling next to the skiing slope When was the KEBA KePlus X6se nal and an ATM in just one cash recy- val season we had absolutely no prob- recycler installed at your bank? cler with a closed cash cycle clearly lem with waiting times. stood to reason. Peter Faistauer: We have had the Why did you select a KEBA cash new recycler since May 2015, although Markus Schmuck: In addition, the recycler? previously had a KEBA cash deposit manipulation requirement had become terminal with a coin counter for ten ever greater. We had been using “man- Faistauer: We were already years. At the time this was installed, ual recycling” and had filled up our extremely happy with our KEBA cash we were only the fourth bank in Salz- ATMs with the deposited banknotes deposit terminal, as the system’s sta- burg to have such a machine. from the KEBA machine, which in the bility level was very good. In view of long-term was no longer acceptable. the fact that the purchase of a recy- Gerald Unterberger: We pur- cler was involved, for us it was there- chased the cash deposit terminal in To date have you had cause to regret fore clear that we would again turn to 2005 in the course of branch con- your decision to remove the ATMs proven quality. In addition, the price- version work, as that was when we entirely and rely on just one cash performance ratio of the KEBA recy- introduced the concept of supported recycler? cler fitted the bill to perfection. self-service. Faistauer: I must admit that our How have you, your colleagues and Thanks to the banknote and coin executive management initially had customers benefited from the cash counter, we were able to reduce the doubts that we would get by with only recycler? use of the night safe and thus raise the one machine and owing to the fact that efficiency of our branch operations. our region is highly dependent upon Unterberger: Our service specialist winter tourism, the summer months now has more time, alone due to the Faistauer: However, last year the that shortly followed system installation fact that only one system needs to be terminal reached the end of its service were not meaningful. It is only now that maintained. life and therefore we had to consider a we can see how successfully the recy- new purchase. The combination of a cler has been running. During our very Hildegard Hagn: This is correct. deposit terminal with a coin side termi- busy period in February with the carni- The demands on my time have been 4 IM TREND Austria It is frequently assumed that large branches with several ATMs are needed for successful cash recycling. However, the Raiffeisen bank in St. Martin-Lofer-Weißbach with three branches and twelve employees proves just the opposite. In its main branch in Lofer there is just one machine, a KEBA cash recycler with a coin deposit function, that handles all cash transactions on a self- service basis. Reason enough to visit the small community in the Pinzgauer Saalachtal (Salzburg). Raiffeisenbank St. Martin-Lofer-Weißbach reduced greatly. Previously, I spent You have installed the recycler in a Our customers will not notice any dif- between four and five hours per week locked room. May we ask why? ferences, as the transaction speed is emptying and servicing the deposit ter- very high and the tempo of the with- minals with subsequent checks of the Schmuck: We have a sizeable busi- drawal is absolutely comparable with banknotes and the filling of the ATMs. ness clientele, which consists largely of that of an ATM. In the meantime, the requirement is innkeepers, lift and après-ski bar own- down to one, or a maximum of two ers, who first pay in when it is dark. In general, we make daily efforts to hours. Therefore, a niche that can be locked bring our customers to the self-ser- has proven to be highly practical, as vice systems. We believe in the sup- I now only have to service one machine our customers thus have a greater ported self-service concept and are with far fewer notes and the massive feeling of security. convinced that we can also awaken extent to which the system has been enthusiasm among our older clients further developed is clearly evident. It Faistauer: The only disadvantage is for modern technology. runs as smoothly as the old ATM, but that some of our customers have prob- is not as sensitive and therefore I need lems finding the machine. They keep to clean it less. going to the spot where the ATM stood previously and therefore we intend to Interview with: Faistauer: We also have a further implement a number of measures such Peter Faistauer (Manager) cost saving, as we have been able to as better signposting and marketing in Gerald Unterberger (Manager) reduce our cash orders to GeldSer- order to make withdrawals using the Markus Schmuck viceAustria (GSA).