First National Bank (FNB) is conducting a massive R60-million upgrade of its ATMs, which will see customers perform the fastest ATM transactions in the country, and use of interactive graphics, which makes the ATMs even easier to use, minimising the chance of errors.
All FNB ATMs will switch from fixed-line infrastructure to the much faster GPRS, 3G and HSDPA platforms provided by cellular group MTN. This means that the machines will always choose the best and fastest connection method available, a move that will go a long way to reducing queues at FNB ATMs.
To ensure the delivery of high-quality, but simple and timeous service, FNB is improving its ATM customer interface through the use of graphics and icons to improve the accuracy of transactions and address the challenge of financial illiteracy in South African banking
The new software environment, which is being successfully piloted at Cresta Shopping Centre, north of Johannesburg, will also streamline the ATM transaction procedure by only showing the customer the account with available funds instead of asking the customer to choose from a list of accounts when making cash withdrawals.
According to Mike Arnold, CEO of FNB ATM, the new look and feel is intended to leverage FNB’s point of distinction — “How Can We Help You?” — by enhancing the customer experience and creating enduring, rewarding relationships through meeting unique customer needs and making FNB ATMs even easier to use.
“The FNB ATM redesign process forms part of the bank’s broader customer-centric strategic growth plan of improving our competitive edge to ensure that we not only go further than our competitors, but also exceed our customers’ expectations at all times by operating differently and more efficiently,” says Arnold. — I-Net Bridge