NBG offers Banking Services in remote locations using ATM Cash Recycle and i- Bank Pay Spot
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1 ATM & Payments Innovation Summit Madrid October 2018 NBG offers Banking Services in remote locations using ATM Cash Recycle and i- Bank Pay Spot Georgia Botsika Head of ATM Channel Digital Channels Division
2 Agenda 1. National Bank of Greece 2. The new banking model - digital transformation 3. Digital transformation drives banking business 4. Statistics of Digital Channels in NBG 5. ATM Cash Recycle in i-bank stores 6. ATM Cash Recycle in retailers 7. Banking Services in the Greek Islands 8. Customer Experience 9. NBG Benefits 10. Future Plans 02
3 National Bank of Greece - Overview National Bank of Greece Founded in 1841, enjoyed the right to issue banknotes until the establishment of the Bank of Greece in 1928 Strongest financial group in Greece ~26% of the market share in retail banking in Greece with > 9,3 m deposit accounts >482 Full Retail branches + > 56 Small Branches NBG Group Now operating in 7 countries Assets of 65 m (FY2017) 11,200 total group staff 578 branches NBG is a key player in Greece, servicing >9,3 m customers 03
4 ATM Market Share in Greece Net Branches On-site ATM Off-site ATM Total ATM NBG Eurobank Alpha Bank Piraeus Bank OTHERS TOTAL % ΑΤΜ 25,7% 15,6% 19,1% 35,0% 4,1% 100% ratio ΑΤΜ / Branch On-site / Branch Off-site / Total 3,0 2,3 2,4 3,6 1,4 2,8 1,6 1,3 1,4 1,5 1,0 1,4 46% 45% 45% 57% 27% 49% as of 30/06/2018 4
5 The new banking model - Digital transformation Branches Net Internet Banking Mobile Banking Customer ΑΤΜ/APS POS Contact Center
6 Digital Channels from 2010 to 2017 Internet Banking Active Users Mobile Banking Active Users i-bank New Internet Banking Capital Controls i-bank New Mobile Banking Capital Controls Total Digital Revenues (IB, MB, ATM) Transaction transition E 22% 47% 31% Branches ATM / APS IB / MB 27% 45% 28% Branches ATM / APS IB / MB Electronic Channels > 75% * Electronic Channels 69% Electronic Channels 72% * adjustment 06
7 Bill payments via 3rd Party Networks Total Registered Merchants % % % To reach 2,000 spots total in 2018 Active Merchants % % % Devices % % % 211 th. +75% 415 th. +14% 0,05 th. 626 th. +29% Transactions 16,6 mn +62% 35,6 mn +5% 0,005 mn 52,1 mn +18% 07
8 Digital Transformation drives banking business Branches Internet Banking ATM APS Contact Center Mobile Banking POS i-bank Pay Spot Digital channels provide the banking services needed in places where branches are expensive to maintain. 08
9 NBG Digital Channels Transactions Statistics ~1466 machines in 2017 ~3.6m debit cards, >2m used monthly >140m transactions of value >16bn ~8000 transactions per ATM per month >74m withdrawals of value > 14bn >4m deposits of value ~1.4bn > 1000 registered merchants ~ 800 active merchants Extended list of transaction types and payments ~ 500th incoming calls >130 outgoing calls 86% < 20 sec answering time ~400K registered users Rapid significant growth especially in iphone users Mobile banking available to most smartphone types > 900K registered users Double digit growth in users yoy Extended list of transaction types and payments 09
10 ATM Types in National Bank of Greece ATM Deposit online 44 5% Branches / onsite offsite 6 1% ATM ΜΕ BNA - RECYCLING % ATM Instalation % 21 3% % NCR GBRU DBL GBRU NCR BNA TTW LOB % DBL BNA / ENA WIN BNA % % as of 31/08/2018
11 Volume mn Value bn ATM is still a frequently used digital channel Q Q 2018 total transactions withdrawals others total transactions withdrawals others Q 2018 number of transactions value of transactions Q 2018 number of withdrawals value of withdrawals average of withdrawal amount Q 2018 number of others (deposits, payments, interactions) Value of others (deposits, payments, interactions)
12 NBG s Business Plan for ATM Channel ATM to remain a key contact point to NBG customers Offer enhanced and competitive banking services Support pre-staged mobile transactions Offer personalized services Support Internet Banking transactions Decrease operational cost Increase cash deposits 012
13 NBG Recycle Cash to decrease ATM cost in specific business areas 1.i-bank stores the new digital branch model Need to support a high volume of transactions Satisfy customer need for cash deposit 2.Retail Customers Offer Instant Cash, a new banking service 3.Remote Areas Greek Islands ATM is the bank, since no branch is available in small islands. 013
14 Significant milestones of ATM Cash Recycle in NBG 2000: The Starfish project started in Installation of 2 Recycling ATM in 2 islands (Sikynos & Psara) 2007: Installation of 6 Recycling ATM in 6 Branches in the Metropolitan area of Athens and Thessaloniki 2009: Installation of 2 Recycling ATM in the new branch of NBG (ibank store) : Installation of 6 Recycling ATM in 3 new i-bank stores (2 in Thessaloniki and 1 in Athens). 2015: New i-bank store in Larisa installation of 2 Recycling ATM : Installation of 5 Recycling ATM in 2 i-bank stores (Xanthi & Syntagma Sq. Athens) 2018: Installation of 3 Recycling ATM in islands (Kasos, Kythnos, Amorgos) Andros Island Tinos Island SIKINOS PSARA Mykonos Island Naxos Island Chios island Ikaria island Recycling ATM Phara 014
15 NBG New Branch Model i-bank store is supported by Recycling ATMs XANTHI IOANNINA LARISA THESSALONIKI i- Bank Stores - The Mall Athens - Athens Metro Mall - Kifissia - Syntagma Square - Aristotelous Square - Thessaloniki - Medicosmos -Thessaloniki - Larisa - Xanthi PATRAS ATHENS Future points - Patras - Heraklion - Ioannina HERAKLION 015
16 NBG i-bank stores 016
17 NB0717H1 NB07174R NB07173Q NB07176T NB08699Q NB08690R NB08691T NB08694P NB08692T ATM Recycle Cash in i-bank stores i-bank stores Replenishments # Withdrawals Deposits ATM_ID NAME Replenishments # Withdrawals # Withdrawals Deposits # Deposits Deposits / withdrawals % NB0717H1 i-bank store Larissa % NB07174R i-bank store Mediterranean Cosmos Thessaloniki % NB07173Q i-bank store Aristotelous Sq % NB07176T i-bank store Mediterranean Cosmos Thessaloniki % NB08699Q i-bank store The Mall Athens % NB08690R i-bank store The Mall Athens % NB08691T i-bank store Kifissia Athens % NB08694P i-bank store The Mall Athens % NB08692T i-bank store Kifissia Athens % 017
18 NB07173Z NB NBG Recycle Cash in Specific Retail Customers Retail Customers Replenishments # Withdrawals Deposits ATM_ID NAME Replenishments # Withdrawals # Withdrawals Deposits# Deposits Deposits / withdrawals % NB Froneri Hellas Ice Cream S.A % NB07173Z Super Market Gountsidis AE Drama % 018
19 NBG Cash Recycle in the Greek islands PSARA Chios island Kavala Xanthi ATHENS THASOS Andros Island KYTHNOS Syros Island Tinos Island MYKONOS Ikaria island FOURNOI Samos island Serifos Island Naxos Island AMORGOS Kos island SIKINO S Folegandro s Island SANTORINI ATHENS CHANIA KASO S CRETE 019
20 Main Challenges for Greek Banks to support customers in the Islands CIT Cost Time to reach ATMs (6h, 12h, 24h) Ferry s Timetables (daily for big islands, every second day for most, once a week for some) Weather conditions Departure s detention Intense seasonality in demand Population (inhabitants + visitors) might vary *10 or even *20 Availability and capacity of 3 rd Party Providers and Partners Security issues (Police force capacity, Stand-by personnel per ATM, Increased security measures) Infrastructure issues (Power and/or communication outages) 020
21 Two digital channels support transactions in the Greek Islands Recycling ATM Transactions: Withdrawals Money transfers Mini statements Deposits Bill payments (Cards, Loans, Telco's, etc) Balance Inquires Personalized Campaigns and Marketing i-bank pay spot: an integrated payment service in cash or debit/credit card for retail stores Bill Payment Q Cards Loans Telco s. Payment of Public Authorities Depts: Tax Depts Road Depts. Recycling ATM in Kasos 021
22 NBG Recycle Cash in the Greek Islands KAVALA XANTHI THASOS ATHENS Andros Island Tinos Island KYTHNOS Syros Island Mykonos Island Serifos Island Naxos Island Folegandros Island SIKINOS SANTORINI 022
23 Merihas Kythnos limenaria Thasos Phara Sikinos Oia Santorini Greek Islands - Efficient ATM Cash Recycle Recycling ATM in islands Replenishments # Withdrawals Deposits ATM_ID NAME Replenishments # Withdrawals # Withdrawals Deposits# Deposits Deposits / withdrawals % NB0869L8 Merichas Kythnos % NB0717V0 NB0717N4 limenaria Thasos Phara % % NB0869N4 Sikinos % NB0869I0 Oia Santorini % 023
24 NBG Recycle Cash in the Greek Islands Tinos Island Ikaria island Samos island Kythnos Island Syros Island MYKONOS FOURNOI Serifos Island Naxos Island AMORGOS Kos island Folegandros Island SIKINOS SANTORINI CHANIA KASOS SFAKIA CRETE 024
25 Merihas Kythnos limenaria Thasos Phara Sikinos Oia Santorini Greek Islands non efficient ATM Cash Recycle Recycling ATM in islands Replenishments # Withdrawals Deposits ATM_ID NAME Replenishments # Withdrawals # Withdrawals Deposits# Deposits Deposits / withdrawals % NB0869I7 Myconos % NB0869N3 Fournoi ikaria % NB0869N6 Aigiali Amorgos % NB Platanias Chania % NB0717R9 Fry Kasos % NB Sfakia Chania % 025
26 Customer Experience Bank s presence in places where no branch is established Bank s presence in places where branches are closed Full Digital Banking Services Bill Payments supported by different channels Cash Deposit Capability Capability to pay bills by cash or debit/credit card 026
27 NBG Benefits Bank s presence in places where no branch is established Bank s presence in places where branches are closed Customer satisfaction One more step to digitalization Increase number of transactions Increase deposits Decrease transaction cost Work on the next generation ATM 027
28 Future Plans 1. NBG will expand the service model to the islands of: SERIFOS Astypalaia, Folegandros, Sifnos island Antiparos island Paros island Naxos island Amorgos island Serifos Milos island Sikinos island Ios island 2. NBG will enhance the ATM transaction offering FOLEGANDROS ASTYPALAIA implementing : Santorini island Pre - staged Mobile Transaction Web transaction 028
29 In the Greek Case Study Cash Wins the War Thank you Georgia Botsika Head of ATM Channel Digital Channels Division 029
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