Thailand's Kasikornbank Public Company Limited (KBank) is delivering highly personalized consumer experiences at the automated teller machine (ATM) with a new solution from Diebold, Incorporated (DBD).
The Diebold Keep In Touch (D-KIT) customer relationship management (CRM) solution combined with Agilis® 3.0 multi-vendor Software enables KBank customers to personalize ATM screens and save favorite transactions for quick access. Diebold is implementing the CRM solution while adding 700 new Opteva® 529 and 569 ATMs to KBank's fleet of nearly 7,000 Diebold terminals. In addition, Diebold is providing outsourced services that support KBank's ATM personalization deployment strategy.
"Enabling personalization at the ATM enriches our customers' banking experiences, increasing their satisfaction and strengthening their relationships with our institution," said Srihanath Lamsam, first vice president, payment product and eChannel development support department, KBank. "By creating favorite transactions, for example, our customers can complete transactions faster, which not only saves them valuable time, but also reduces wait times for other customers."
KBank's personalization offering begins with customers choosing a graphical theme for their accounts. This theme is applied to customers' debit cards, passbooks, online banking platforms and now their ATM screens. At the ATM, consumers can establish shortcuts for frequent transactions, such as withdrawals, account transfers and bill payments. Those saved transactions are readily accessible anytime a consumer visits an ATM. The system also enables the Bank to deliver personalized messages and offerings to its customers.
"The ability to bring this level of personalization to the ATM enables KBank customers to have richer, more personalized experiences with the bank," said Verapun Patanayindee, vice president and managing director, Diebold South East Asia.
KBank's new Opteva® 529 and 569 ATMs using advanced technologies and Agilis 3.0 software provide advanced functionality and enhanced consumer security. This new generation of cash dispensers are equipped with 2-D barcode readers and advanced security features, including Advanced Skimming Protection™, EMV and PCI compliant devices and integrated cameras and digital video recorder.