[1] BTN: What is the current mix of slot and dual slot ATMs in your network? And how many of the ATMs allow check and cash to be intermingled?
Moore: For the most part they are single slot, except for a few of them in Alaska. About 2,500 of them are also 'mixed media' ATMs, which allow checks and cash together to be deposited in the single slot. That's designed to make it easier for the customer. Separating checks and cash at the ATM isn't a hard thing to do, but it's one more thing for customers to have to worry about.
[2] BTN: Is there a concern over jams in the single-slot machines?
Moore: All of the ATMs are managed centrally, and linked remotely to our ISP [internet processing system]. The ISP can view the performance and health of the ATMs and can often make fixes remotely. We have not seen a difference in performance in single slot ATMs versus dual slot ATMS.
[3] BTN: How does this help you execute cross-channel relationship building?
Moore: On the ATM, you can now sign up for text banking, and make updates to info that's part of online banking, such as the nicknames that you have on an account, or a phone number, etc., since the CRM system we use to support the ATMs is tapped into by all of the channels.
[4] BTN: What kinds of services have you introduced recently that have been result of linking personal financial management and CRM tools to the ATMs?
Moore: We've found that customers don't really want to set [favorite transaction] preferences, or that those preferences change. So we can set those preferences for them through a link to that customers' financial relationship.
[5] BTN: How does that work?
Moore: We look at the transaction volume, analyze what types of transactions the customer executes the most, and offer those as the most common or favorite transactions. We learn about the customer's behavior and present that as part of the on screen interface as an automatic option. The analysis doesn't happen at the ATM level, but rather at the host level [an internally constructed database]. When the customer swipes his or her card into the machine, that ID information makes the trip back to the host, where those preferences and history are loaded on the spot and sent back to the ATM. We can also load other preferences such as preferred language in the same manner.
