Financial organizations are looking for new ways to reduce cost per transaction while improving services in populated areas – at branches and
in third party locations – and in less populated areas where it might not make sense to staff a full-service branch.
Banks have been successful in the self-service
channel and are looking to transform that channel to bring new products and services to market. The self-service channel complements and improves
the branch experience and extends the presence of banks beyond the traditional branch structure. No-cash transactions such as instant card issuing,
mortgage and loan approvals and other financial applications can be rapidly and safely performed while reducing cost and increasing efficiency.
Customers get the services or information they need without taking up teller time. This frees up tellers and
other bank staff to serve customers with more complex issues requiring greater personal attention. If customers who use self-service devices need to
speak to a financial representative, they come prepared – armed with accurate information on products and services they are interested in. In addition,
financial organizations can track how self-service devices are being used, and update them with relevant content that customers will find informative.
But these new methods of customer interaction come with their own risks and challenges that financial institutions have to respond to in smart
ways. How do banks manage a diverse portfolio of hardware equipment and software services while keeping operational cost down? How do they meet
security requirements as they are looking to integrating these new channels with the other services they offer customers? How do they make long
term technology and platform choices while reducing total cost of ownership?
That’s why organizations in the financial sector are turning to Esprida Enterprise platform to help build and deploy self-service kiosks, new
in-branch equipment, and next generation ATMs and teller-assisted services.
Why install Esprida Enterprise?
Whether you are a financial service organization managing your own self-service or assisted service kiosk system, a bank or third party
deploying next generation ATMs that support multiple applications, a vendor supplying in-branch equipment such as check scanning equipment or
cash recyclers, or a Systems Integrator integrating a variety of self-service devices on various networks, you are faced with a number of challenges that Esprida Enterprise allows you to meet – quickly and cost-effectively.
Esprida Enterprise helps you reduce internal development time, cut operational costs, go to market faster, and update and customize content more
efficiently. The Esprida Enterprise Reporting Framework lets business stakeholders monitor key operational performance indicators and make decisions
based on business intelligence.
Once installed, Esprida Enterprise enables you to:
Esprida Enterprise™ in Action
Improving Consumer Interactions
Banks are interacting with customers in new and innovative ways to reduce transaction costs and increase customer accessibility and service.
Direct check clearing from grocery stores, bill payments via independent ATMs, advertising through digital signage displays, access to banking
from mobile phones are all improving interactions with customers.
Enter Esprida, with remote device monitoring, application integration, systems integration for non-conventional banking equipment, and other
applications. Just as ATMs are used to allow customers to withdraw money, deposit checks or pay bills, other self-service devices and kiosks
can be used to deliver teller-assisted services in a secure environment – but at a much lower cost than traditional ATMs and without tying up
teller time.
The devices can also be set up to use intelligent signage to convey information and provide targeted messages to customers. The type of
information conveyed can be tied to a variety of factors, such as the season or time of day. Or it can be based on the user’s interaction with
the self-service application. For example, if tax-time is looming, the intelligent signage can be used to remind customers to top up retirement
savings plans. In the spring, the signage can promote home renovation loans. If the customer is researching investment options, the signage
could be used to promote and reinforce various investment offerings.
Increasing Teller Efficiency
Financial service organizations and companies that deal with banks can also use self-service devices internally. For instance, check scanners
can be used to clear checks, saving organizations the time and cost it would take to manually clear them.
If checks are immediately cleared at the point of deposit, customers receive faster access to their money and banks reduce the possibility of
fraud. In addition, self-service devices can be used to rapidly and accurately dispense cash for clients who make withdrawals. This improves
accuracy and reduces wait times.
Teller-facing devices can be securely tied into the financial service organization’s backend, so there is a full audit trail of all transactions.
Providing Insight into Effectiveness
It's one thing to invest in a self-service device program; it’s another to analyze the overall effectiveness of the program. The business
intelligence collected by Esprida Enterprise remote monitoring of kiosks and other self-service devices includes a detailed breakdown of which
services are being used and which products are being viewed, when and how often.
Depending on the device and what it is being used for, companies might even be able to capture aggregate demographic information about who is
using the device – all while ensuring customers that their personal privacy is protected. This information can be incorporated into customized
reports that enable financial service organizations to make device content and other business decisions based on hard facts and figures.
Assisting IT Departments
Financial service organizations often have roaming technicians who are responsible for addressing general IT issues within a regional set of
branches. Their tasks might include installing/maintaining anti-virus software on desktop computers, configuring routers, and working with third-party
product vendors to provide equipment support.
The introduction of a remote management system gives a dispersed technical team clearer and common visibility across multiple device platforms.
They gain efficiency by using remote diagnostics and remote control features, and avoid onsite service visits unless they need to resolve specific
hardware problems. In addition, by enabling financial service organizations to monitor SLAs and corporate standards compliance, remote management
systems also put more power into the hands of organization working with third-party vendors who install and manage devices
Keeping Digital Assets Up-to-date
Banks require different hardware and software to support a variety of programs and services. Multi-vendor ATMs, digital check readers, chip and
pin devices, and the list goes on. The software on all of these devices need to be maintained and updated.
Since these devices are often deployed outside of the branch network, their traditional software update and asset management capabilities lack some key
features like support for varied network environments, software updates, remote support. Financial Institutions need a content distribution capability that
can update software and keep a real-time inventory of what is running on each kiosk. With Esprida Enterprise, content management can be used to update software
patches and upgrades
Keeping Advisors and Associates Informed
Bank Associates need upto date, current information about rates and terms for various products that change frequently. Bank associates need to be
able to qualify customers, give them the right advice, collect full customer information before they forward them on to a licensed mortgage agent.
The software used by mortgage/loan advisors and banking associates, as well as available at kiosks and other self-service devices, must always
be up to date so consumers receive the correct information and can make informed decisions. With Esprida Enterprise content management capabilities,
updating software applications, other digital assets and intelligent signage can take place automatically, based on business rules. Bank employees can
guarantee that the information they have is accurate, follows the right process, and is completely upto date. Customers get the information they need,
when they need it.
