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Market Research Report

Self-Service Banking: Best Practice and Case Studies (2nd Edition)

Published by Retail Banking Research Product code 206566
Published Content info 142 Pages
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Self-Service Banking: Best Practice and Case Studies (2nd Edition)
Published: June 2, 2014 Content info: 142 Pages
Description

This second edition of “Self-Service Banking: Best Practice and Case Studies” addresses self-service strategy in the context of retail banking strategy more broadly. It provides an overview of how self-service banking is being used and developed within an increasingly complex multi-channel delivery environment. The report aims to inform the thinking of senior executives on the critical issues that must be addressed in order to maximise the benefits that self-service can deliver.

The first part of the report considers the role of self-service in retail banking through a set of case studies from around the world. The second part reviews, with examples, the issues that contribute to the effectiveness of the self-service investment. It offers guidance on developing and implementing a comprehensive self-service strategy.

Table of Contents

Table of Contents

ACKNOWLEDGEMENTS

  • About the author: David J Cavell FCIB
  • About the publisher: RBR
  • Confidentiality
  • Disclaimer

TABLE OF CONTENTS

TABLE OF FIGURES

EXECUTIVE SUMMARY

  • Part A: The role of self-service
  • Self-service and the branch
  • Focus on the ATM service
  • Self-service and the multi-channel mix
  • Part B: Maximising self-service effectiveness
  • Self-service within the branch
  • New technologies
  • Functionality
  • Customer migration
  • Security
  • Self-service strategy development
  • Conclusions

INTRODUCTION

  • Objectives
  • Background
  • Parts A and B

SECTION A: THE ROLE OF SELF-SERVICE

  • 1. Absa Group, South Africa
    • 1.1. Background
    • 1.2. Channel strategy development
    • 1.3. Self-service and outreach
    • 1.4. Conclusion
  • 2. Caixabank, Spain
    • 2.1. Background
    • 2.2. Triple bottom line
    • 2.3. Delivery channel strategy
    • 2.4. Focus on the ATM
    • 2.5. The customer interface
    • 2.6. The Punt Groc (Yellow Dot) project
    • 2.7. Adding value at the ATM
    • 2.8. Customer relationship development
    • 2.9. Conclusion
  • 3. Credit Suisse, Switzerland
    • 3.1. Background
    • 3.2. Branch Excellence at Credit Suisse
    • 3.3. Self-service facilities (within Branch Excellence)
    • 3.4. Cash cycle management
    • 3.5. Conclusion
  • 4. First National Bank (FNB), South Africa
    • 4.1. Background
    • 4.2. Branch led channel strategy
    • 4.3. FNB and the ATM
    • 4.4. The cellphone... and the ATM
    • 4.5. Conclusion
  • 5. HDFC Bank, India
    • 5.1. Background
    • 5.2. Rapid targeted expansion
    • 5.3. Delivery channel strategy
    • 5.4. Focus on the HDFC Bank ATM
    • 5.5. The upgraded service
    • 5.6. Conclusion
  • 6. HSBC, UK
    • 6.1. Background
    • 6.2. The British retail business
    • 6.3. Self-service at the branch
    • 6.4. Conclusion
  • 7. ING Group
    • 7.1. Introduction
    • 7.2. The ING Belgium ‘Self Bank’ branch
    • 7.3. The ING Belgium ‘Proxi’ branches
    • 7.4. Conclusion
  • 8. The German Sparkassen
    • 8.1. Background
    • 8.2. Self-service innovation across the group
    • 8.3. Sparkasse Forchheim branch of the year
    • 8.4. Sparkasse Gifhorn-Wolfsburg comprehensive self-service facilities
    • 8.5. Sparkasse Herford customer migration strategy
    • 8.6. Sparkasse Berlin self-service branches
    • 8.7. Conclusion
  • 9. Wells Fargo, USA
    • 9.1. Background
    • 9.2. A multi-channel delivery strategy
    • 9.3. The Wells Fargo ATM
    • 9.1. Background
    • 9.2. A multi-channel delivery strategy
    • 9.3. The Wells Fargo ATM
    • 9.4. Automated deposits through the ATM
    • 9.5. Conclusion

SECTION B: MAXIMISING SELF-SERVICE EFFECTIVENESS

  • 10. Self- service in the ‘branch’
    • 10.1. Introduction
    • 10.2. In the branch of the future
    • 10.3. New branch concepts
    • 10.4. The self-service branch
    • 10.5. The segmented branch
    • 10.6. Demountable representation
    • 10.7. Mobile vans
    • 10.8. The green self-service machine
    • 10.9. Securing the self-service environment
  • 11. The Agile Bank
    • 11.1. The future is integration
    • 11.2. The use of branch ‘scenarios’
    • 11.3. The latest generation facilities
    • 11.4. Conclusion
  • 12. Self-service and biometrics
    • 12.1. A maturing science
    • 12.2. Finger vein identification
    • 12.3. Palm vein authentication
    • 12.4. Biometrics facilitating expansion
    • 12.5. Conclusion
  • 13. Self-service functionality and facility
    • 13.1. Introduction
    • 13.2. Alternative solutions - automated deposits
    • 13.3. Alternative solutions - online access to accounts and other services
    • 13.4. Adjacent applications
    • 13.5. Self-service marketing
    • 13.6. Payment cards and self-service
  • 14. Effective customer migration to self-service
    • 14.1. Critical success factors
    • 14.2. The physical environment
    • 14.3. Staff skills
    • 14.4. Staff motivation
    • 14.5. On the shop floor
    • 14.6. Self-service capacity
    • 14.7. Understanding the transaction flows
    • 14.8. Access for all
    • 14.9. Conclusion
  • 15. The ATM Industry Association (ATMIA)
    • 15.1. Introduction
    • 15.2. Context
    • 15.3. Security best practices guide overview
    • 15.4. The checklist
    • 15.5. Conclusion
  • 16. Self-service strategy development
    • 16.1. Strategy definition and scope
    • 16.2. Knowledge based management
    • 16.3. Convergence the next challenge
    • 16.4. Conclusion
  • 17. Conclusions
    • 17.1. Self-service and the branch
    • 17.2. Emerging technologies
    • 17.3. Migration to self-service
    • 17.4. The final word!

APPENDIX 1: BRANCH TRANSACTIONS & SELF-SERVICE FACILITIES

  • A. Customer engagement
  • B. Teller Transactions
  • C. At the enquiry desk
  • D. Beyond banking

APPENDIX 2: CONTRIBUTORS

TABLE OF FIGURES

  • Figure 1: The Absa branch at Eastgate mall
  • Figure 2: The Absa portable branch
  • Figure 3: A modern La Caixa frontage
  • Figure 4: 24 hour service at Passeig de Gracia in Barcelona
  • Figure 5: Punt Groc twin screens
  • Figure 6: The modern frontage within the Branch Excellence programme
  • Figure 7: The 24 hour lobby facility
  • Figure 8: ATMs in the 24 hour lobby facility
  • Figure 9: HSBC branch in Glasgow
  • Figure 10: ExpressBanking at Belgravia branch in London
  • Figure 11: Proxi branch self-service, reception and consulting booths
  • Figure 12: Frontage of Potsdamer Platz Arkaden branch in Berlin
  • Figure 13: Self-service branch Potsdamer Platz Arkaden in Berlin
  • Figure 14: A modern Wells Fargo branch
  • Figure 15: A personalised ATM screen for users
  • Figure 16: Barclays Piccadilly self-service facilities
  • Figure 17: New generation of Helm Bank branches
  • Figure 18: Helm bank's eyecatching self-service facilities
  • Figure 19: Postbank branch-based self-service
  • Figure 20: A new Postbank self-service branch
  • Figure 21: PNC Pop-Up branch transportation and interior
  • Figure 22: A new generation of mobile banking facilities
  • Figure 23: A mobile through the wall ATM
  • Figure 24: The latest generation of BT Agile Bank
  • Figure 25: Self service banking for DBS clients
  • Figure 26: Extensive POSB self-service facilities
  • Figure 27: Automated deposit and change facilities at Commonwealth Bank of Australia
  • Figure 28: The new RBC Retail Store
  • Figure 29: Technology providing education and advice at RBC
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