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ATMPersonalization Manager

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According to study by Diebold, “68 percent of consumers say they think more positively of their financial institutions when offered a receipt/no receipt preference. 41 percent of consumers think more positively of their financial institutions when an ATM can remember user-preference settings. 42 percent of consumers want to customize their ATM preferences online.”

Source:
Self Service Magazine

Products > ATMPersonalization Manager

ATMPersonalization Manager

Personalize the ATM Experience on your multi-vendor ATM portfolio with ATMPersonalization Manager.

ATMPersonalization Manager is a set of add-on programs for the ATMRewards Platform to enable the management of Cardholder Preferences (language, usual transaction, and receipt preference) on Automated Teller Machines. The Programs can be deployed as a stand-alone application, or as an integrated component of the ATMContent Manager application (“ACM”). ATM Processors can conveniently deploy the solution as a Managed Service to their customers (Financial Institutions) while maintaining secure and segregated cardholder preferences data access (OnUs vs. Not OnUs) for each customer.

ATMPersonalization Manager provides two key upgrades to the ATMRewards platform:

An end-to-end, easy to implement solution for managing cardholder preferences on both legacy state-screen ATMs as well as newer Windows based devices such as NCR Aptra Edge (v2.0.4 or higher), and
The underlying architecture for conducting enhanced CRM functions on ATMs, including targeted 1-to-1 marketing messages, sending personalized SMS alerts upon execution of ATM transactions, and more.

Note: TEKchand Professional Services are required to implement enhanced/custom CRM functions.

Managing Cardholder Preferences is defined as the ability to:

Enable (turn on/off) and configure the Personalization transaction flow on multi-vendor ATMs.
Capture the cardholder preferences (Language, Fast Cash, and Receipt Preference) at the ATM or via Internet Banking web interface for storing to a central database.
Permit cardholders to modify preferences in the future at the ATM.
Permit Financial Institution support staff to modify/delete/search/create reports/audit cardholder preferences and preference transaction history for OnUs cardholders via a secure web interface.
Query the central database upon Card Insert at the ATM to identify the cardholder and the cardholder preferences.
Redirect the cardholder to the appropriate ATM consumer flow based on the cardholder preferences

How it Works

The cardholder experience at a “Preferences enabled” ATM is as follows:

Storing Preferences at the ATM:

The cardholder will see a button option to Set Preferences during the normal consumer flow (the location of this button option is configurable).
Upon clicking the Set Preferences button, the cardholder will be guided through a series of questions to set his/her preferences. Upon completion, the data will be forwarded for store to the CRM database while the cardholder is presented a Please Wait Screen.
In the case of State-Screen ATMs (running 912/NDC emulation), cardholder responses will be sent as a transaction request to the Host for routing to the TEKchand server for posting to the CRM database. In the case of NCR Aptra Edge ATMs, the NCR Relate Agent will send the cardholder responses directly to the TEKchand server in the form of a SOAP message.
The Please Wait Screen message that will display while the preferences are posted to the server will be configurable and can be set as one of the “Marketing Screens” for management via the ATMContent Manager.

Retrieving preferences at the ATM:

Upon card insert or post pin entry state (configurable) the preferences-enabled ATM will attempt to retrieve cardholder preferences for the cardholder from the central CRM database.
In the case of state-screen devices, the preferences-retrieve transaction request will be routed via the ATM Host to the TEKchand server. In the case of NCR Aptra Edge devices, the NCR Relate Agent in the form of a SOAP message sends the preferences-retrieve transaction request directly to the TEKchand server.
If the cardholder preferences are stored in the CRM database (via the ATM or via online I-banking), the cardholder will be taken directly to the “My Personalized Menu” screen, else the cardholder will go through the normal sequence of events at the ATM (i.e. select language preference, etc).

Security and PCI Compliance:

Because ATMPersonalization programs require that cardholder information (Language, Fast Cash, and Receipt preference) be stored, processed, and transmitted over a network as part of the application workflow, TEKchand has engineered the relevant application and database components to help Customers meet Payment Card Industry Data Security Standards (“PCI DSS”). Relevant PCI features include:

ATMPersonalization Application components have been engineered to segregate the CRM database (hold cardholder preferences data) from the main ATMRewards platform database. The CRM database can be located on a separate server without compromising performance of preferences related transaction processing.

All cardholder preferences related activity (“Store” and “Retrieval” transaction activity) from the ATM and Web modules are logged and stored in a separate transaction Audit Database for history and reporting.

Extensive trace details (timestamp, transaction source IP Address, Terminal ID, User ID, User Session ID, etc) are recorded for all cardholder preference transaction activity (including all stores, updates, and retrievals) to the database.

Multi-Level Administrative Access capabilities. Users can be setup with varying levels of access to web-based administrative interface: From View Only access to the ability to manage (add/update/delete) cardholder records, to bulk upload records, to create reports, to view audit data. Financial institution user access can be limited to only OnUs cardholders based on BINs.

Built-in functions for automated backup and cleanup of preferences transaction logs and data to a secure server.