How to use assisted self-service devices

to deliver outstanding customer

experience

18th October 2018

#ATMEurope2018

Mark Aldred – Head of International Sales – Auriga

Sérgio Magalhães - IT Development Director- MillenniumBCP

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MillenniumBCP in the World

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MillenniumBCP in the World

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Cost reduction continues… …making Millennium bcp one of the most efficient banks in the Eurozone

1H2018 MillenniumBCP Hilights in Portugal

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Completed cycle of operational turnaround….

… with very important

projects in Retail

Network

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DIGITAL

TRANSFORMATION

CUSTOMER

EXPERIENCE

INNOVATION &

CUSTOMER ENGAGEMENT

PROCESS

SIMPLIFICATION

&

EFFECTIVENESS

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All these projects building the path to the Future of the Retail

Network …

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▪ The Reality of the Branches:

▪ Some people don’t believe in Branches… and CASH is not necessary…

Do we need Branches and use Cash in the digital age?

▪ Physical branches are still the

major channel of customer

acquisition and cross-selling that

fuels revenue growth!

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And the end of Cash already “being announced”…

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But “being announced” doesn’t mean “the end of Cash…”

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And the use of Checks is declining…

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41623646

3184 2836

0

2000

4000

6000

2014 2015 2016 2017

Checks Issued

Customers Love Cash and Checks… at least in Portugal!

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Banco Português do Atlântico Porto, 1965

“Teller-Assisted” started more than fifty years ago…

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…and fifty years later we decided to launch…

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Teller Assisted Units play an important role transforming the branch

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Bridging The Physical and The Digital…

The customer Journey

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Deposit

for

Companies

Ponto Millennium

High

Tra

nsa

cti

onality

TotalPersonal relation

Mixed

Segments

(Mass

Market

+

Personnel

Management)

Personal

Management

Millennium

Center

Low

Mass Market

Traditional “as is”

with Tellers

Self Assisted Branches

Traditional only

S2S

The Future| Different Formats

Self Assisted Branches

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Customer Servicing| Comparing with other devices

Cash RecyclerTeller Assistend

Unit

Cash Withdrawal (Notes)

Entrega para depósito de notas

Entrega para depósito de moedas

Entrega para depósito cheques

Emissão de cheques

Emissão de Extratos A4

Consultas

Transferências

Recirculação de notas (ECB artº6)

Contadora notas (c/fitness + faceamento)

Depósito e levantamento de moedas €

Depósito e digitalização de cheques

Pagamentos de cheques

Sistema de videoconferência

Transações cashless (homebankig, Multibanco e Rede Interna)

Customização pessoal/cliente - favoritos

Agendamento de contacto

Consulta e envio por email de documentos pdf

Pagamento serviços e impostos (c/leitor de código de barras)

com cartão ou em numerário (com realização de trocos)

STC – Sistema de transferência segura de Cash

Reforços ou subscrição de aplicações

Autenticação: várias opções

Publicidade, CRM, produtos e formação

New

Branch Teller

ATM CAT

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Teller

84% Deposits

MTM

52% Deposits

ATM

15% Deposits

Transactionality of the customers deposits across the “endpoints”

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Transactional Efficiency and Self-Assisted Experience

Treasury

"Out of hours"

Possibility to carry out

transactions outside the

branch's opening hours

24% transactions

after the branch

is closed

Deposits and

withdrawals of

checks and cash

Possibility to make

deposits and withdrawals

of notes and coins and

choose denomination

15% deposits

6% withdrawals

Withdrawals

above the ATM

limits

Possibility of withdrawals

> 400 €/ day

28 % of the

withdrawals

“Cardless”

Accessibility

New forms of

authentication -

Multichannel Code

3% of the

operations

Remote

AssistenceIncludes video and

audio

Teller service

24h in self-

assisted

approach

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Self-Service Area 24/7 with Arca Teller Assisted Unit

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Self-Service Area 24/7 with Glory Teller Assisted Unit

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Let’s take a look…

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A Multivendor Solution was built

Same Client and User Interface in

Glory and ARCA Teller Assisted Units

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…with the same UX in all the Millennium touchpoints!

Work in progress…

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Building the interface…

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…and we hit the goal for Innovation!

The Most Innovative Bank(% de Clientes 1º Banco que elegem o próprio Banco)

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…and we have the results!

The “formula” and the challenge stills the same: “Keep it close to Customer…”

The closest Bank for the customers(% de Clientes 1º Banco que elegem o próprio Banco)

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…and the awards!

https://www.atmmarketplace.com/articles/banking-fintech-innovators-

recognized-with-bank-customer-experience-awards/

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How to use assisted self-service devices to

deliver outstanding customer experience

Key Takeaway #4

Key Takeaway #1

It’s a Journey, not a destination

(Sprints and Cycles)

Key Takeaway #3

Focus on the Customer &

Employees

(UX, CX, Culture & Training)

Key Takeaway #2

It’s about a all Retail Network,

not a single location

(Formats and Footprint are

very important)

Thank You

sergio.magalhaes@millenniumbcp.pt