Kathy O’Masters, Branch Supervisor, Missoula Federal Credit Union,

Susan Steele, Solutions Portfolio Executive, Diebold Incorporated,

Leveraging Video to Enhance the ATM ExperienceCase Study

Susan SteeleSolutions Portfolio Executive, Diebold, Incorporated

• 18 years within Financial Industry

• Experience developing products solutions, professional services,

security and consulting services in the financial industry

Susan SteeleSolutions Portfolio Executive, Diebold, Incorporated

• 18 years within Financial Industry

• Experience developing products solutions, professional services,

security and consulting services in the financial industry

Expanding the Transaction Set

17.4%

9.2%

7.1%

7.0%

6.7%

5.4%

5.4%

5.1%

4.9%

4.8%

4.7%

4.1%

3.6%

3.3%

2.3%

1.7%

1.5%

1.3%

1.2%

1.1%

0.9%

0.6%

0.5%

0.1%

Check Cashing | On-Us Customer

Check Cashing | On-Us Non-Customer

Deposits | Commerical | Check

Consignment Items | Cashier's Check | Check

Withdrawals

Deposits | Personal | Straight | Cash

Deposits | Personal | Straight | Check

Deposits | Commerical | Cash

Deposits | Commerical | Cash & Check

Deposits | Personal | Less Cash

Cash Advance | Non-Customer

Deposits | Personal | Straight | Cash & Check

Cash Advance | Customer

Check Cashing | Not-On-Us Customer

Consignment Items | Money Order | Cash

Consignment Items | Cashier's Check | Cash

Deposits | Personal | Straight | Transfer

Payments | Cash

Payments | Check

Check Cashing | Not-On-Us Non-Customer

Consignment Items | Money Order | Check

Deposits | Personal | Split

Payments | Cash & Check

Payments | Transfer

Teller Transactions Sorted by Percent of Overall Teller Costs

Available via self-service Not yet available via self-service

Source: Diebold Research and Analysis

Cost Per Transaction via Channel

Average Transaction Cost in the U.S. (includes labor and IT costs)

Source: CEB TowerGroup

$0.00 $1.00 $2.00 $3.00 $4.00 $5.00

Online

IVR

Mobile

ATM

Branch

Call Center $4.04

$4.00

$0.61

$0.19

$0.17

$0.09

Proof of Performance

• Pleasanton, California

• Ten branches and eight additional ATM locations

• Serves nearly 50,000 members

• Services offered include: home and personal loans,

retirement planning to investment services and

youth savings programs

1st United Services Credit Union

1st USCU Maximized Efficiencies with Diebold Integrated Services

and Deposit Automation technology.

• Exceeded 4 percent goal of increasing branch ATM transactions

• ATM transactions increased from 46,918 in January 2010 to 88,532 in March 2013

• Expects to see total per-ATM operating profit contribution of $20,431 over five years

• Able to repurpose teller staff and save $4,000 per year on consumables

Proof of Performance1st United Services Credit Union

Branch TransformationTechnology is a Driving Factor

Transaction migration and comprehensive solutions are key to a successful

branch transformation strategy.

• Concierge Video ATM

• Deposit Automation

• Branch Performance Series (In-line Terminal)

Concierge Video ATM

WHAT DOES IT DO?Engages consumers in two-way video conversation with a call

center representative or financial services expert at the ATM

EXPANDED SELF-SERVICE TRANSACTIONS• Authorize withdrawal limit exceptions

• Override holds

• Increase funds availability

• Allow cardless transactions

• Provide additional account access

• Offer official check printing

• ATM screen visibility for customer service representative

• Streamlines operations by migrating transactions to the

self-service channel - saving $3.39 per transaction

• Maximize teller efficiency by promoting increased

self-service utilization of the ATM

• Expand market footprint without the cost of a staffed branch

• Extend the opportunity to deliver a personal touch outside

of regular business hours (on-demand)

• Propose and fulfill targeted marketing opportunities

• Connect consumers with financial service experts

• Upgradeable to leverage existing assets

Efficiencies Gained with the Concierge Video ATM

Concierge Video ATMConsumer Experience

When will this check clear?

Can I withdraw extra cash?

How do I use the new deposit function?

Consumer Experience

Concierge Video ATM

Use Case ScenarioOne-to-one Marketing

Necessities For Success

Define Key Goals and Objectives and

Deploy Units Accordingly

Thoughtful Consideration of

Geographic Location

Detailed Training and Proactive

Communication Plan for Members

and Staff

Extended Call Center Hours to

Support Weekend and Evening

Member Needs

Branch Transformation

Credit Unions must explore how the branch channel can be better integrated

into a multichannel approach to ensure a successful business model.

A Key Industry Topic

DRIVE EFFICIENCIES

Consistently reassess how you could conduct business more effectively through

transaction migration, streamlining and outsourcing.

MITIGATE RISKS

Take steps to bolster consumer, asset, network and brand safety as new

channels yield new security concerns.

ENHANCE CONSUMER EXPERIENCE

Focus branch engagements on meeting the specific long-term objectives of a

consumer for maximum retention.

IMPROVE SALES EFFECTIVENESS

Create a more retail-oriented branch environment, empowering employees to

act as consultants, too.

Kathy O’MastersBranch Supervisor, Missoula Federal Credit Union

• 20 years within Credit Union Movement

• Sales, Service, Operations, Training and Human Resources

• ATM Operations Experience

About Missoula Federal Credit Union (MFCU)

Define Key Goals and Objectives and

Deploy Units Accordingly

Thoughtful Consideration of

Geographic Location

Detailed Training and Proactive

Communication Plan for Members

and Staff

• Founded in 1956 – providing financial services for over 57 years

• A $400 Million community chartered credit union

• Serves three Montana counties with 44,000 members

• Pride in delivering customer service excellence to our members while adopting a wide variety of products and services

Missoula Federal Credit Union is one of the largest credit unions headquartered in Montana and has been a Diebold customer for over 25 years.

Concierge Video ATM Pilot

Define Key Goals and Objectives and

Deploy Units Accordingly

Thoughtful Consideration of

Geographic Location

Detailed Training and Proactive

Communication Plan for Members

and Staff

Extended Call Center Hours to

Support Weekend and Evening

Member Needs

Long standing partnership with Diebold for self-service delivery channels,security and drive-up solutions.

Why Diebold Was the Trusted Partner

Pilot objective was to evaluate the member’s reaction to a new self-service

channel in the areas of marketing, security and experience.

• Provides a solution to members outside of the delivery channel

• Enabled us to visually connect with members to answer questions, fulfill

marketing opportunities and process call center capable transactions from the

ATM

• Offering real-time, face-to-face interactions with members we would not

typically interact with

• Opteva® units enabled smooth migration requiring no extensive hardware

upgrades

• Promote one-on-one marketing opportunities using Diebold’s Agilis® Campaign

A Proactive Communication Plan for Members and Staff

Define Key Goals and Objectives and

Deploy Units Accordingly

Thoughtful Consideration of

Geographic Location

Detailed Training and Proactive

Communication Plan for Members

and Staff

Extended Call Center Hours to

Support Weekend and Evening

Member Needs

MFCU formerly communicated to staff that they were partnering with Dieboldto pilot Video Concierge Services to it’s members.

• Leverage branch and call center staff to

promote the service to members

• Encouraged members to demo the chat

service and provide feedback through a

lottery approach

• Displayed signage at the pilot branches

• Branch vice presidents and supervisors

play a key role in promoting the service

• Media coverage: local news stations and

newspaper

MEDIA COVERAGE

Concierge Video ATM Pilot

Define Key Goals and Objectives and

Deploy Units Accordingly

Thoughtful Consideration of

Geographic Location

Detailed Training and Proactive

Communication Plan for Members

and Staff

Extended Call Center Hours to

Support Weekend and Evening

Member Needs

Call Center Impacts

The MFCU Call Center played a critical role in expanding the types of

transactions and services offered through the self-service channel.

• Member account maintenance

• Member account questions

• Member inquiries relative to new products

and services

• Cross-selling and member education

• Having the ability to communicate effectively

with members in a video environment

Pilot Achievements Within 90 days

Define Key Goals and Objectives and

Deploy Units Accordingly

Thoughtful Consideration of

Geographic Location

Detailed Training and Proactive

Communication Plan for Members

and Staff

Extended Call Center Hours to

Support Weekend and Evening

Member Needs

Realized the value that Concierge Video can deliver to members outside ofthe delivery channel.

• 8200 campaign displays in 90 days

• 227 YES responses

• Usage was evenly divided between two sites:University = 100 and Downtown =120

• Positive member feedback

• Liked the face-to-face interaction

• Overall confidence in the solution

• Minimum security concerns

In Conclusion

Define Key Goals and Objectives and

Deploy Units Accordingly

Thoughtful Consideration of

Geographic Location

Detailed Training and Proactive

Communication Plan for Members

and Staff

Extended Call Center Hours to

Support Weekend and Evening

Member Needs

Concierge Video was simple migration with a high adoption rate. It expanded our delivery channel and help to gain insight to service preferences.

• It is a viable solution for servicing face-to-face

when a traditional branch is not accessible

• Learned that members are accepting of a video

chat delivery channel

• Determined that the service solutions that MFCU

members would find most beneficial

Thank You