A Minnesota bank increased customer service and revenues while decreasing
the number of bank personnel. Did the bank accomplish this through Internet
technology? No, the bank used service technology to reach customers in
a unique waythrough the use of small branch kiosks in the lobby
of large corporate bank customers.
In addition to providing basic banking services as cash withdrawal and
deposits, kiosks are used to sell all financial services. Kiosks offer
all the services of a small branch, but with a big difference in costs.
A small branch can cost $3 million, while a kiosk, with no employees and
24-hour service, can cost only $70,000. And yet kiosks can supply the
human factor that many bank customers prefer.
Kiosks provide a touch-activated screen, which guides a customer to
a specific banking area. For example, a customer who needs a car loan
can touch the screen icon "car loans" and a bank employee will appear
on the screen in full video and audio. This employee is a car loan specialist
at the central office who can guide the customer through the loan process.
Since the kiosk is equipped with a scanner and printer, the customer can
complete the transaction at the kiosk.
Because these kiosks are placed in the building of a corporate customer,
security costs are reduced due to a secure communication line, additional
proof of transaction and by piggy-backing on the corporate customer's