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The Banker presents Technology Award to Wincor Nixdorf and HSBC for branch refurbishment project
The ambitious project, which saw the installation of 470 new generation Wincor Nixdorf Cash and Cheque Deposit Machines (CCDMs) and 500 self-service kiosks, has revolutionised the way the banking chain does business.
“Traditionally, the ratio of high street bank floorspace was 20 per cent front-of-house compared to 80 per cent back-office processing space,” says David Nibloe, Head of Self-Service, HSBC Bank plc. “We realised that in the modern banking environment, with telephone and internet banking becoming ever more popular and cheque-based transactions less common, there was an opportunity to come up with a new model that would serve customers better and increase productivity.”
The branch refurbishment has reversed the ratio – now, 80 per cent of the floorspace is open to the bank’s customers, and the emphasis is on self-service banking. The CCDMs reduce the need for cashiers to handle basic account servicing, while the kiosks offer the benefits of internet banking in-branch.
The Wincor Nixdorf technology was the key to managing the transition successfully. “Self-service deposit machines have been around for a long time now,” explains Bill Bolding, Wincor Nixdorf Account Director for HSBC. “But they have been held back by a lack of customer confidence in the technology. The Wincor Nixdorf ProCash 3000 with the new Cheque Deposit module changes that.”
The new machines allow customers to insert a pile of cheques, each of which is scanned. The image is then printed on the receipt dispensed to the customer, providing the peace of mind which was lacking with previous envelope-drop systems.
“The machine is much quicker for both customers and staff,” adds Bill Bolding. “It can process batches of up to 50 cheques at once, and it saves the time spent on manual paper processing which the envelope-drop boxes used to require.”
The award recognises the effect the branch refurbishment has had on the high-street banking environment. “We’re getting around 8,000 deposits per day with the CCDMs and 19,000 transactions with the kiosks,” David Nibloe. “And those numbers are rising all the time. No other UK banks have made such substantial changes to their retail environment, so HSBC will be well positioned to lead the way in future. We’re delighted that The Banker Technology Awards have recognised that.”
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