This document summarizes a presentation about using transaction data analytics to gain insights into customer experiences and optimize the ATM channel. It discusses how BECU implemented INETCO's transaction monitoring and analytics software to reduce the time to analyze member transaction data from weeks to minutes, allowing faster decision making. The software provides real-time notifications and dashboards with insights like transaction mixes, cash levels, and queueing issues at each ATM. This helped BECU improve processes like troubleshooting, reporting, and ATM placement.

1. © 2015
Mining Your ATM "Big Data“
Presented by: Shirley Taylor – BECU
Marc Borbas - INETCO

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Who we are
Shirley Taylor
ATM Channel Manager
BECU
Marc Borbas
VP, Product Marketing
INETCO Systems Limited

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Agenda
• What is transaction “Big Data”?
• Case study from the trenches: BECU
• Customer analytics software in action
• Wrap-up summary
• Q&A

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What is transaction “Big Data”?
An “always on” data source for
IT and channel managers
• What are our customers
experiencing?
• How are our networks &
applications responding?
• What is the business value of
each transaction?
• How do we engage customers
& drive profitable growth?

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Why do you need transaction data?
To gain customer insight across all digital banking channels
• Deliver a seamless
omni-channel
customer experience
• Perform powerful
customer analytics
• Monitor response
times & meet
regulatory service
requirements

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Common use cases

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“Understanding the member experience is of
paramount importance to BECU. INETCO’s
transaction monitoring and analytics solutions
effectively shrink our member transaction data
gathering and analysis time from weeks, and
sometimes even months, down to minutes - which
allows us to make decisions based on timely and
comprehensive cardholder analytics...”
- Shirley Taylor, ATM Manager at BECU

8. 8
BECU background
History
Founded in 1935 by 18 Boeing employees
Started with $9.00 in assets
First loan was for $2.50 to help a member
buy tools for work at the Boeing Company
Today
Over 900,000 members
$13 billion in assets
4th largest credit union in US
Largest community CU in NA

9. 9
Operating philosophy
Our philosophy: “People Helping People”
A member-owned, not-for-profit, cooperative:
Second highest rated US financial institution in
Forrester’s® Customer Advocacy survey
World class Net Promoter Score® of 74
ATM Net Promoter Score® 81.47% (April
2015)
Strong community focus:
Affordable housing
Education & financial literacy
People Helping People Awards

10. 10
Operating model
Cooperative model with focus on digital/self service channels
No cash at Neighborhood Financial Centers (NFCs); ATM is the teller
200+ full-service ATMs (withdrawal, image enabled deposit services)
2 branches with traditional teller lines (Tukwila / Everett)
41 NFCs that open accounts & perform typical servicing transactions
ATM availability & member satisfaction critical components
Returning more value to members by lowering the cost of banking

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Net Promoter Score® example
ATM Channel Net Promoter
Score
Feb-15 Mar-15 YTD Avg
ATM Easily Accessible 8.75 8.91 8.84
Able to Complete Transaction/Inquiry 9.31 9.33 9.38
Info Easy to Locate 9.32 9.05 9.26
Info Easy to Understand 9.41 9.05 9.30
Options Easy to Navigate 9.16 8.90 9.15
Options Met Needs 9.03 9.10 9.16
Average 9.16 9.06 9.18

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BECU’s goal
Leverage transaction “Big Data” to drive ATM
channel profitability, lower operational costs &
deliver the best member experience
possible!

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The business opportunity
Remotely operate a fleet of 200+ ATMs
Average of 8,500 tx per ATM per month at
Retail/Financial Center locations
High percentage of fleet averaging 12,000-15,000 tx per ATM per month
Need to ensure members can complete majority of tx at the ATM
Need to reduce the time & resources taken to report on member data
Need to identify ways to continuously improve the member experience

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The business requirements
Innovative, flexible software that could help BECU:
Maintain or improve the average Net Promoter Score target of 80%
Improve ATM availability
Make better ATM placement & faster lease renewal decisions
Glean new insights into the ATM channel, including:
The transaction mix at each ATM
Where and when queues form
Cash utilization rates

15. 15
The solutions implemented
Capture and analyze the performance of every member engagement
 Speed up troubleshooting & research
 Alert to application, network & host
issues in real-time
 Reduce support costs & labour hours
 Understand our member engagement
 Speed up our reporting cycles
 Adopt data-driven decisions &
strategies to improve channel
performance and profitability

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The real-time monitoring impact
Centralized visibility into the real-
time performance of every member
interaction within the ATM network
Real-time notification alerts:
- Expected transaction volumes
- At specific locations
- In defined timeframes &
response times
Lost opportunity measurement due
to service outage impacts
Streamlined research &
troubleshooting processes for
improved resolution times

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The transaction analysis impact
Easy access to rich member
analytics:
A breakdown of on-us vs.
foreign transaction mixes &
associated profitability at the
ATM, segment or channel level
Member queueing issues and
opportunities
A visual representation of the
transaction mix, combinations of
transactions & length of
member sessions at each ATM

18. 18
The transaction analysis impact
Easy access to rich member
analytics:
On-demand access to cash
withdrawal & replenishment
amounts at the ATM level for
better cash management
Automated mapping of
member density, existing
BECU ATM locations,
competitive ATMs & other
geographic data feeds for
better ATM placement & faster
lease renewal decisions

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The transaction analysis impact
Building reports - before
Up to 3 weeks to get data
Multiple sources
Manual effort
Integrity checks
Macros, queries…
Building reports - after
Instant access to data
Fewer sources
Automated extraction
Integrity checks built in
Drag & drop dashboards

20. 20
Transaction analysis examples
New reports include:
How members use their
ATMs from a channel level
down to individual ATM
ATM segments & time range
options such as 24 hours,
peak, non-peak & specific
hrs
Layered data sources such
as member density &
number of engaged
members by zip code

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Projected efficiencies
Report and
Analytics
Current
Resources
Projected
Resources
Current
Time
Projected
Time
Actual Time
Add ATMS
ATM Mgmt,
Credit Risk
Analyst(s),
Product,
Finance
ATM Mgmt &
Finance
8 to 10 Hours 2 Hours 2 to 4 Hours
Renew ATM
Lease
ATM Mgmt,
Credit Risk
Analyst(s),
Product,
Finance
ATM Mgmt &
Finance
4 Hours 1 Hour
30 to 60
Minutes
Cash Utilization
ATM
Operations
ATM
Operations
8 to 9 Hours per
week
1 Hour per
week
In Process
Internal
Information
Request
ATM Operations
& or ATM Mgmt
ATM Operations
& or ATM Mgmt
1 - 2 Hours 30 Minutes
15 to 30
Minutes
Member
Inquiry/Request
ATM Operations
& or ATM Mgmt
ATM Operations
& or ATM Mgmt
30 Minutes 15 Minutes 15 Minutes
Geographical
Channel
ATM Mgmt,
ATM
Operations,
Product,
ATM Mgmt &
Finance
3+ Months -
manual data
gathering and
1 Month - data
gathering and In Process

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Projected efficiencies
Report and
Analytics
Current
Resources
Projected
Resources
Current Time Projected Time
NFC/Branch
Dashboard
Not Available Today
ATM Operations &
or ATM Mgmt
N/A 30 Minutes
Dashboard
Efficiencies
ATM Operations &
or ATM Mgmt
ATM Operations &
or ATM Mgmt
4 Hours input time
& 1.5 hours of
analysis and 2+
weeks prep/data
availability
2.5 Hours
combined input &
analysis and
improved delivery
time of 2 weeks
Consolidation of
Reporting
ATM Mgmt, Credit
Risk Analyst(s),
Finance
ATM Mgmt &
Credit Risk
TBD TBD
Determine ATM
Queues at
individual ATMs or
at the Channel
level
Not Available Today ATM Mgmt N/A
Dependent on
Scope
Boeing Dashboard
ATM Mgmt, ATM
Ops and Credit Risk
Analyst
ATM Mgmt 3 Hours 30 Minutes

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INETCO Analytics™
Dashboard Examples

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BECU example dashboard #1
ATM Performance Workbook

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BECU example dashboard #2
Cash Utilization Workbook

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BECU example dashboard #3
ATM Placement Workbook

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BECU example dashboard #4
ATM Profile Workbook

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Summary
• Transaction “big data” is a goldmine
• Easy, on-demand access to tx data will help you improve the end
customer experience
• There is a measurable business impact with real-time transaction
monitoring & analytics solutions in internal processes such as:
• Research & troubleshooting – Improve ATM availability &
reduce resolution times
• Reporting – Speed up reporting cycles,
improve the quality of on-demand reporting
& produce ad hoc queries
• Customer analytics – Understand where,
when & how your customers interact with
your ATM Channel

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Open Q&A session
We want to hear from you!
Ask questions or contact our speakers directly:
Shirley Taylor: shirley.taylor@becu.org
Marc Borbas: mborbas@inetco.com
@INETCOAnalytics
@INETCOInsight