On the 27th of June next, the atm will celebrate its 50 years. The first made its appearance on June 27, 1967 in north London, under the colours of Barclays bank in Enfield Town. The rest of the story is known, since the first controller will subsequently thousands of devices around the world, 57 of 136 in France according to the last digit of 2016, the Groupement des Cartes bancaires the first, at the Société Marseillaise de Crédit (today Crédit du Nord).
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If the technological developments that it has undergone have been numerous since its creation ; the punched card to the smart card, and now the withdrawal without a card, the atm is more than ever the gateway to the communication between the bank and its customer.
After a half-century of use, it still elicits trust and satisfaction from its users. In fact, according to the study OpinionWay conducted for the account of Auriga, 95% of respondents are confident with regard to the vending machines, and 97% say they are satisfied with their experience on the controller.
Today, the majority of transactions are still banking on “classical” : the withdrawal is still the most significant on the automata for 92% of French, 45% deposit of cheques and 39% check their bank accounts.
However, uses the more marginal also appeared as purchase a variety of stamps or refills mobile… to 12%, and even the ability to change or unlock its code of credit card (5%), operation is possible only at Credit Mutuel to this day.
It is besides these traditional operations, which make according to 25% of the French experience on the plc “old-fashioned” or ” boring “.
Thierry Crespel, Sales Manager EMEA French-speaking Auriga ” The atm remains a must-have for the banks : it remains a major point of contact with the customer, which can also attract new customers. The financial institutions have also made many investments in recent years to change this channel by accelerating the self-service or assisted self-service to free up time for the bank staff in the agency so that they can focus on operations with higher value added, such as the council or the sale. This idea of modernity is also shared by the French that 95% say that they are to this day interested in at least one new service on their atms. ”
The atm seems to have beautiful days to live before him, since he has always been able to reinvent itself to meet the requirements of its users. The French banks then revisit this channel often, unfortunately, still managed in a silo, separated, compartmentalized from the rest of the channels of contact with customers (mobile banking, online banking … etc.) in order to leave the actual management omnicanale at a time when the state of the art of marketing is demonstrating that the strategies that prove most successful are based on the consistency of the customer experience, today necessarily omnicanale.
Methodology :
Etude quantitative, carried out between 3 and 8 march 2017 from 1026 individuals aged 18 to 65 years, customers of at least one traditional bank or online, and users of atms.
This sample is from a field representative of the French population on the criteria of sex, age, CSP, region, and size of agglomeration.
About Auriga :
Created in 1992 in Italy, Auriga is a software solutions editor and owners of applications to the bank omnicanal. The company has developed a suite of software WinWebServer (WWS) which integrates the various distribution channels in retail banking, notably with the solutions WWS ATM, WWS Mobile and WWS Branch. Auriga has a portfolio of over 150 clients, among which is the largest suppliers of banking services and banking institutions in Italy. Auriga has opened its subsidiary in Paris in 2013.
For more information http://www.aurigaspa.com/fr
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