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debbie nung

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How to pro-actively attract customers through ATM?

Summary:
1) Approach ATM
2) Look at touchscreen advertisement on bank product
3) Select option on touchscreen button "I am interested. Contact me."
4) ATM prompt user to insert ATM card to continue.
5) ATM logs user information, route to contact centre to call customer.

Now that is Pro-active. vs asking customer to spend on SMS, time, effort and memory to remember the number to contact regarding the product on the advertisement or queuing at the bank.

Observation: As i approach a OCBC ATM,

A. The advertisement switches from one to the other too quickly for me to absorb the information

B. Some of the advertisement is overfilled and cluttered with information

C. There is no direct way for the Bank to contact me if i have an interest in a product from the advertisement on the ATM touchscreen; it is too troublesome for me to remember or search for the Bank hotline to call in or queue or even go to the Bank to ask to buy a product. Not everyone has the initiative or the free time to do so.

Suggestion:

A. De-clutter each advertisement and lengthen the advertisement switch times

B. A button to click next to cycle through each advertisement

C. Most importantly, most people who approach an OCBC Bank ATM are existing account holders, very few people who are not account holders will go the ATM to play with it... thus offer a way/ button e.g. 'I am interested, contact me' button on the advertisement shown on the touchscreen of the ATM. After the user pressed the button ‘interested’ on the touchscreen, next the user could slot the ATM card in, the machine would be able to retrieve the user information and send a sales person to contact the user.


Benefits:

A. Pro-active approach compared to 'tell and wait' approach to solicit customers

B. Low cost and low effort implementation

C. Technology exist thus it can be done, it depends if you want to

What do you think?

Topics: atm banks ideas
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  • Apr 28 2012: when you are waiting for the money to churn out, you could pressed a button to acknowledge your interest at the ad and someone will contact you. There would not be delay in overall processing time. most often you would not see a long queue at the atms 100% of the time.

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