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Transactional Kiosks move toward new direction for self-service
Question: We have been experimenting with digital signage functionality in our branches for a while now. We want to move toward interactive devices to serve customers. What services can kiosks provide and how difficult is it to transition customers to self-service banking?
Answer: If your organization is moving towards customer interaction on a kiosk, you can go in two different directions. If you’re looking to have online banking stations in your branches, informational kiosks displaying web pages are highly desirable. Off-the-shelf "lock down" software is used to control what is displayed and what level of interactivity customers are given.
In the other direction you have a significant step up in customer service using kiosks to handle financial transactions. These teller kiosks can be deployed in the branch with teller assistance, or in remote locations offering customers complete control over their self-service banking in a stand-alone set-up. These kiosks can facilitate deposits, check cashing, money wires, bill payments, and even bank-branded credit card enrollment. The main advantage is that these kiosks reduce or eliminate lines while at the same time free tellers for cross-sell and up-sell opportunities. Transactional kiosks also allow for long-term customer cultivation with loyalty opportunities for frequent users and cross-promotions.
Getting walk-in customers to switch from face-to-face teller interaction to a self-service transactional kiosk requires the right technology and the right approach. If your self-service kiosks and applications don’t offer the customer real-time dependability, you’ve lost their business no matter what you improve upon after any initial problems. The right approach includes a motivated branch staff that will help train customers to make the transition and giving customers the choice to go to a traditional teller window. Both of these aspects are critical keys to success in any self-service deployment.
For more information on Self-Service Solutions, learn about Source Technologies’ Financial Self-Service eForum. Founded in 1986, Source Technologies provides integrated solutions for managing financial transactions and other secure business processes. Source Technologies has created over $400 million in economic value for customers in the last ten years.
First published on BankersOnline.com 10/02/06
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