PERF
OR
M
A
NCE
This document is for general guidance only. Talaris Limited is pleased to give detailed specifications of its products in this document. As the Company’s products and services are continually being developed it is important for customers to check that the information contained herein includes the latest particulars. Although every precaution has been taken in preparation of this document, the publisher assumes no responsibility for errors or omissions. Neither is any liability assumed for damages resulting from the use of the information contained herein. This document is not part of a contract or licence save insofar as may be expressly agreed. All capacities and throughput figures are subject to note size, note quality and process used. Talaris and QC are trademarks of Talaris Holdings Limited, Vertera is a registered trademark of Talaris Cash Systems (Germany) GmbH. © Talaris Limited 2010.
Talaris House Crockford Lane Chineham Business Park Basingstoke, Hampshire RG24 8QZ, UK T +44 (0)1256 368000 F +44 (0)1256 368001 [email protected] www.talaris.com
The Talaris Commitment
Talaris are World Experts in cash management. Across the globe 2,100 personnel, with over 130 business partners deliver technology and solutions that provide security, productivity and innovation to our customers.
The company is committed to the highest ethical standards and compliance with legislation and to be a fair employer wherever we operate. As a responsible organisation we maintain a disciplined approach to our corporate governance and operate to the optimum professional standards in all aspects of our business.
Talaris will always seek to provide a safe and productive work environment where all employees can grow and be challenged. Wherever we operate our objective is to contribute actively to the community and the local environment. An intrinsic part of our business philosophy across our product and service offerings is to be consistently environmentally responsible and to continue to improve our performance across all environmental issues wherever possible.
Bendigo Bank, Australia
Bendigo Bank refurbish their branches to
create modern service centres at the heart of
communities all over Australia
“
Throughout our history, we have built our success and the strong
connections with our customers by listening carefully to their plans
and aspirations. Bendigo Bank aims to be closely connected with
each of its communities, reasoning that successful customers and
communities create a successful bank – in that order. The Talaris
Vertera has helped us to help our customers pursue their goals and
dreams and for Bendigo to remain successful.
”
Rob Dupuy Head of Banking & Wealth Operations Bendigo Bank
Since using the Vertera teller cash recycler and QC coin deposit solution, both staff and customers have had a very positive reaction to the new branch environment. In December 2008, Australian magazine AFR Smart Investor carried out their annual “Smile Survey” asking its readers to rate financial institutions in terms of exceptional customer service. Bendigo Bank was voted Australia’s favourite provider and also topped the best bank list for 2008. Surveyed readers said, among other benefits, they liked the easy-to-access staff at the Bank.
For staff at Bendigo, they feel motivated and empowered to build relationships with customers and are fully supported by a sales culture training programme called “Being the Bendigo” designed to equip them with the right skills and knowledge to identify customer needs and provide appropriate solutions. The Vertera has also enabled the Bank to reduce its balancing errors and down-time and staff are able to quickly perform start and end-of-day processes with ease.
For the Bank, with the Vertera teller cash recycler as the cornerstone of their branch cash handling and security processes, they have been able to reduce their security costs and keep the cost of their refurbishment programme down by not having to install expensive and intrusive security measures or have major building works in their branches. The Vertera also allows the Bank to dedicate more floor space to the customer service area, rather than back-office processing and vaults, a vital benefit in the more remote branch locations, where space is at a premium.
The outcome
Bendigo Bank’s challenge was to completely modernise their branches, offer a choice to
their customers in terms of banking channels, whilst staying close to their customers and
the community in order to continue offering the professional and high standard of customer
service they are renowned for.
Exceeding customer expectations
Bendigo Bank has developed and grown dramatically in its 150 years of trading, but its philosophy remains unchanged; focusing on meeting the needs of customers for easily understood financial services which add value, and a
commitment to enhancing the prospects of the communities that they serve. It is a philosophy which stands Bendigo Bank in good stead in an ever-more competitive and complex financial environment. With their customers and the
communities they operate in at the core of Bendigo’s business, the Bank commenced its “Network of the Future” programme in 2007, which would see their branches transformed to fresh, light and bright banking environments where there are no longer counters or barriers between customers and staff.
Bendigo Bank’s aim was to revolutionise the way they interacted with their
customers but ensure the same high-level of genuine and professional service was delivered at the front line.
The Bank also wanted to provide their customers with choice, so however customers wanted to carry out their banking activities, they could do so in a single, convenient and comfortable environment. With its roots in the communities it serves, Bendigo knew that the face-to-face human element to banking was critical to their business success.
In today’s competitive environment, banks that are committed to understanding their customers’ aspirations and helping them to be successful, such as Bendigo Bank, will be rewarded with greater customer loyalty and therefore will secure their own success.
The Bank wanted to demonstrate they were a progressive and modern organisation but still completely focused on their customers’ needs. In order to facilitate better relationships with their customers, an open plan design with no barriers was a key success factor. Bendigo also wanted to offer their customers choice in terms of the banking channels available to them within the branch and these needed to be easily identifiable when they came to the branch.
To enable their open-plan branch vision, Bendigo needed to replace their traditional style banking counters with discrete and individual consulting areas.
At the same time, they needed to ensure that cash transactions could be handled quickly and securely at the teller position.
Talaris introduced the concept of Teller Cash Recycling to Bendigo Bank and was able to demonstrate that their Vertera® would be a perfect fit with what the Bank was trying to achieve. With the Vertera, staff at Bendigo Bank are able to concentrate on engaging with customers rather than performing traditional teller functions of counting cash deposits and withdrawals; the machine automates the entire process.
The new branch design also offers private offices, informal meeting areas, internet banking terminals, phone banking access and ATMs, for handling more routine transactions.
With this in mind, Talaris also
recommended that Bendigo introduce a solution to enable them to handle coin deposits in a quick and easy manner for their commercial customers, in order to free tellers from having to manually handle coin transactions.
Bendigo have installed the Talaris QC™ in 45 of their branches, with the machine removing the need for customers to count and pre-sort their coins or wait in the teller queue; the QC has also alleviated the burden of over-the-counter coin
handling. Customers are very positive about the introduction of this solution and Bendigo has also been able to attract new customers to the Bank purely on the basis of them offering a coin deposit service.
The Carlton branch in Melbourne was the first branch in Bendigo Bank’s network to undergo the redesign and use the Talaris Vertera and QC; 50 further “Network of the Future” branches have now been opened nationally.
Rob Dupuy, Head of Banking & Wealth Operations describes the new branch design as
Background
Bendigo Bank was established in 1858 and is one of
Australia’s oldest financial institutions. In November 2007,
Bendigo merged with Adelaide Bank. This merger combines
two successful companies to create a unique customer,
community and partner focused financial services
organisation. With over 430 branches serving local
communities all over Australia, the Bank offers a wide range
of financial services.
discrete and individual consulting areas. over the
Bendigo Bank’s focus areas:
• To be Australia’s leading customer-connected banking group
• Commitment to exceed customer expectations
• Contributing to the prosperity of communities in which the Bank operates • Leading and empowering staff to make a
difference to customers
• Commitment to human in-branch banking
The branch experience
For Bendigo Bank, the customer experience within their branches was a critical
consideration in their “Network of the Future” branch modernisation programme. The Bank
needed to maintain close contact with their customers and the communities they serve.
Their success is achieved through a relevance and connection with customers, by building
trusting relationships, so the new branch environment needed to reflect this.
Vertera teller cash recycler:
• Reduced customer wait time • Increased customer engagement
• Reduction of monotonous and repetitive tasks • Elimination of manual banknote authentication • Under-counter ergonomic design
• Increased up-sell/cross-sell opportunities • Enhanced performance and availability
• Full range of advanced detection and authentication sensors • Expert design for teller/customer environment
heir branches, with the machine the need for customers to d pre-sort their coins or wait
ler queue; the QC has iated the burden of counter coin counter coin
sensors
“
a transformation for
both our staff and
customers. Our branches
are a core service centre
for the community and the
Talaris Vertera and QC have
allowed our staff to spend
more time engaging with
customers.
Exceeding customer expectations
Bendigo Bank has developed and grown dramatically in its 150 years of trading, but its philosophy remains unchanged; focusing on meeting the needs of customers for easily understood financial services which add value, and a
commitment to enhancing the prospects of the communities that they serve. It is a philosophy which stands Bendigo Bank in good stead in an ever-more competitive and complex financial environment. With their customers and the
communities they operate in at the core of Bendigo’s business, the Bank commenced its “Network of the Future” programme in 2007, which would see their branches transformed to fresh, light and bright banking environments where there are no longer counters or barriers between customers and staff.
Bendigo Bank’s aim was to revolutionise the way they interacted with their
customers but ensure the same high-level of genuine and professional service was delivered at the front line.
The Bank also wanted to provide their customers with choice, so however customers wanted to carry out their banking activities, they could do so in a single, convenient and comfortable environment. With its roots in the communities it serves, Bendigo knew that the face-to-face human element to banking was critical to their business success.
In today’s competitive environment, banks that are committed to understanding their customers’ aspirations and helping them to be successful, such as Bendigo Bank, will be rewarded with greater customer loyalty and therefore will secure their own success.
The Bank wanted to demonstrate they were a progressive and modern organisation but still completely focused on their customers’ needs. In order to facilitate better relationships with their customers, an open plan design with no barriers was a key success factor. Bendigo also wanted to offer their customers choice in terms of the banking channels available to them within the branch and these needed to be easily identifiable when they came to the branch.
To enable their open-plan branch vision, Bendigo needed to replace their traditional style banking counters with discrete and individual consulting areas.
At the same time, they needed to ensure that cash transactions could be handled quickly and securely at the teller position.
Talaris introduced the concept of Teller Cash Recycling to Bendigo Bank and was able to demonstrate that their Vertera® would be a perfect fit with what the Bank was trying to achieve. With the Vertera, staff at Bendigo Bank are able to concentrate on engaging with customers rather than performing traditional teller functions of counting cash deposits and withdrawals; the machine automates the entire process.
The new branch design also offers private offices, informal meeting areas, internet banking terminals, phone banking access and ATMs, for handling more routine transactions.
With this in mind, Talaris also
recommended that Bendigo introduce a solution to enable them to handle coin deposits in a quick and easy manner for their commercial customers, in order to free tellers from having to manually handle coin transactions.
Bendigo have installed the Talaris QC™ in 45 of their branches, with the machine removing the need for customers to count and pre-sort their coins or wait in the teller queue; the QC has also alleviated the burden of over-the-counter coin
handling. Customers are very positive about the introduction of this solution and Bendigo has also been able to attract new customers to the Bank purely on the basis of them offering a coin deposit service.
The Carlton branch in Melbourne was the first branch in Bendigo Bank’s network to undergo the redesign and use the Talaris Vertera and QC; 50 further “Network of the Future” branches have now been opened nationally.
Rob Dupuy, Head of Banking & Wealth Operations describes the new branch design as
Background
Bendigo Bank was established in 1858 and is one of
Australia’s oldest financial institutions. In November 2007,
Bendigo merged with Adelaide Bank. This merger combines
two successful companies to create a unique customer,
community and partner focused financial services
organisation. With over 430 branches serving local
communities all over Australia, the Bank offers a wide range
of financial services.
discrete and individual consulting areas. over the
Bendigo Bank’s focus areas:
• To be Australia’s leading customer-connected banking group
• Commitment to exceed customer expectations
• Contributing to the prosperity of communities in which the Bank operates • Leading and empowering staff to make a
difference to customers
• Commitment to human in-branch banking
The branch experience
For Bendigo Bank, the customer experience within their branches was a critical
consideration in their “Network of the Future” branch modernisation programme. The Bank
needed to maintain close contact with their customers and the communities they serve.
Their success is achieved through a relevance and connection with customers, by building
trusting relationships, so the new branch environment needed to reflect this.
Vertera teller cash recycler:
• Reduced customer wait time • Increased customer engagement
• Reduction of monotonous and repetitive tasks • Elimination of manual banknote authentication • Under-counter ergonomic design
• Increased up-sell/cross-sell opportunities • Enhanced performance and availability
• Full range of advanced detection and authentication sensors • Expert design for teller/customer environment
heir branches, with the machine the need for customers to d pre-sort their coins or wait
ler queue; the QC has iated the burden of counter coin counter coin
sensors
“
a transformation for
both our staff and
customers. Our branches
are a core service centre
for the community and the
Talaris Vertera and QC have
allowed our staff to spend
more time engaging with
customers.
Exceeding customer expectations
Bendigo Bank has developed and grown dramatically in its 150 years of trading, but its philosophy remains unchanged; focusing on meeting the needs of customers for easily understood financial services which add value, and a
commitment to enhancing the prospects of the communities that they serve. It is a philosophy which stands Bendigo Bank in good stead in an ever-more competitive and complex financial environment. With their customers and the
communities they operate in at the core of Bendigo’s business, the Bank commenced its “Network of the Future” programme in 2007, which would see their branches transformed to fresh, light and bright banking environments where there are no longer counters or barriers between customers and staff.
Bendigo Bank’s aim was to revolutionise the way they interacted with their
customers but ensure the same high-level of genuine and professional service was delivered at the front line.
The Bank also wanted to provide their customers with choice, so however customers wanted to carry out their banking activities, they could do so in a single, convenient and comfortable environment. With its roots in the communities it serves, Bendigo knew that the face-to-face human element to banking was critical to their business success.
In today’s competitive environment, banks that are committed to understanding their customers’ aspirations and helping them to be successful, such as Bendigo Bank, will be rewarded with greater customer loyalty and therefore will secure their own success.
The Bank wanted to demonstrate they were a progressive and modern organisation but still completely focused on their customers’ needs. In order to facilitate better relationships with their customers, an open plan design with no barriers was a key success factor. Bendigo also wanted to offer their customers choice in terms of the banking channels available to them within the branch and these needed to be easily identifiable when they came to the branch.
To enable their open-plan branch vision, Bendigo needed to replace their traditional style banking counters with discrete and individual consulting areas.
At the same time, they needed to ensure that cash transactions could be handled quickly and securely at the teller position.
Talaris introduced the concept of Teller Cash Recycling to Bendigo Bank and was able to demonstrate that their Vertera® would be a perfect fit with what the Bank was trying to achieve. With the Vertera, staff at Bendigo Bank are able to concentrate on engaging with customers rather than performing traditional teller functions of counting cash deposits and withdrawals; the machine automates the entire process.
The new branch design also offers private offices, informal meeting areas, internet banking terminals, phone banking access and ATMs, for handling more routine transactions.
With this in mind, Talaris also
recommended that Bendigo introduce a solution to enable them to handle coin deposits in a quick and easy manner for their commercial customers, in order to free tellers from having to manually handle coin transactions.
Bendigo have installed the Talaris QC™ in 45 of their branches, with the machine removing the need for customers to count and pre-sort their coins or wait in the teller queue; the QC has also alleviated the burden of over-the-counter coin
handling. Customers are very positive about the introduction of this solution and Bendigo has also been able to attract new customers to the Bank purely on the basis of them offering a coin deposit service.
The Carlton branch in Melbourne was the first branch in Bendigo Bank’s network to undergo the redesign and use the Talaris Vertera and QC; 50 further “Network of the Future” branches have now been opened nationally.
Rob Dupuy, Head of Banking & Wealth Operations describes the new branch design as
Background
Bendigo Bank was established in 1858 and is one of
Australia’s oldest financial institutions. In November 2007,
Bendigo merged with Adelaide Bank. This merger combines
two successful companies to create a unique customer,
community and partner focused financial services
organisation. With over 430 branches serving local
communities all over Australia, the Bank offers a wide range
of financial services.
discrete and individual consulting areas. over the
Bendigo Bank’s focus areas:
• To be Australia’s leading customer-connected banking group
• Commitment to exceed customer expectations
• Contributing to the prosperity of communities in which the Bank operates • Leading and empowering staff to make a
difference to customers
• Commitment to human in-branch banking
The branch experience
For Bendigo Bank, the customer experience within their branches was a critical
consideration in their “Network of the Future” branch modernisation programme. The Bank
needed to maintain close contact with their customers and the communities they serve.
Their success is achieved through a relevance and connection with customers, by building
trusting relationships, so the new branch environment needed to reflect this.
Vertera teller cash recycler:
• Reduced customer wait time • Increased customer engagement
• Reduction of monotonous and repetitive tasks • Elimination of manual banknote authentication • Under-counter ergonomic design
• Increased up-sell/cross-sell opportunities • Enhanced performance and availability
• Full range of advanced detection and authentication sensors • Expert design for teller/customer environment
heir branches, with the machine the need for customers to d pre-sort their coins or wait
ler queue; the QC has iated the burden of counter coin counter coin
sensors
“
a transformation for
both our staff and
customers. Our branches
are a core service centre
for the community and the
Talaris Vertera and QC have
allowed our staff to spend
more time engaging with
customers.
PERF
OR
M
A
NCE
This document is for general guidance only. Talaris Limited is pleased to give detailed specifications of its products in this document. As the Company’s products and services are continually being developed it is important for customers to check that the information contained herein includes the latest particulars. Although every precaution has been taken in preparation of this document, the publisher assumes no responsibility for errors or omissions. Neither is any liability assumed for damages resulting from the use of the information contained herein. This document is not part of a contract or licence save insofar as may be expressly agreed. All capacities and throughput figures are subject to note size, note quality and process used. Talaris and QC are trademarks of Talaris Holdings Limited, Vertera is a registered trademark of Talaris Cash Systems (Germany) GmbH. © Talaris Limited 2010.
Talaris House Crockford Lane Chineham Business Park Basingstoke, Hampshire RG24 8QZ, UK T +44 (0)1256 368000 F +44 (0)1256 368001 [email protected] www.talaris.com
The Talaris Commitment
Talaris are World Experts in cash management. Across the globe 2,100 personnel, with over 130 business partners deliver technology and solutions that provide security, productivity and innovation to our customers.
The company is committed to the highest ethical standards and compliance with legislation and to be a fair employer wherever we operate. As a responsible organisation we maintain a disciplined approach to our corporate governance and operate to the optimum professional standards in all aspects of our business.
Talaris will always seek to provide a safe and productive work environment where all employees can grow and be challenged. Wherever we operate our objective is to contribute actively to the community and the local environment. An intrinsic part of our business philosophy across our product and service offerings is to be consistently environmentally responsible and to continue to improve our performance across all environmental issues wherever possible.
Bendigo Bank, Australia
Bendigo Bank refurbish their branches to
create modern service centres at the heart of
communities all over Australia
“
Throughout our history, we have built our success and the strong
connections with our customers by listening carefully to their plans
and aspirations. Bendigo Bank aims to be closely connected with
each of its communities, reasoning that successful customers and
communities create a successful bank – in that order. The Talaris
Vertera has helped us to help our customers pursue their goals and
dreams and for Bendigo to remain successful.
”
Rob Dupuy Head of Banking & Wealth Operations Bendigo Bank
Since using the Vertera teller cash recycler and QC coin deposit solution, both staff and customers have had a very positive reaction to the new branch environment. In December 2008, Australian magazine AFR Smart Investor carried out their annual “Smile Survey” asking its readers to rate financial institutions in terms of exceptional customer service. Bendigo Bank was voted Australia’s favourite provider and also topped the best bank list for 2008. Surveyed readers said, among other benefits, they liked the easy-to-access staff at the Bank.
For staff at Bendigo, they feel motivated and empowered to build relationships with customers and are fully supported by a sales culture training programme called “Being the Bendigo” designed to equip them with the right skills and knowledge to identify customer needs and provide appropriate solutions. The Vertera has also enabled the Bank to reduce its balancing errors and down-time and staff are able to quickly perform start and end-of-day processes with ease.
For the Bank, with the Vertera teller cash recycler as the cornerstone of their branch cash handling and security processes, they have been able to reduce their security costs and keep the cost of their refurbishment programme down by not having to install expensive and intrusive security measures or have major building works in their branches. The Vertera also allows the Bank to dedicate more floor space to the customer service area, rather than back-office processing and vaults, a vital benefit in the more remote branch locations, where space is at a premium.
The outcome
Bendigo Bank’s challenge was to completely modernise their branches, offer a choice to
their customers in terms of banking channels, whilst staying close to their customers and
the community in order to continue offering the professional and high standard of customer
service they are renowned for.
PERF
OR
M
A
NCE
This document is for general guidance only. Talaris Limited is pleased to give detailed specifications of its products in this document. As the Company’s products and services are continually being developed it is important for customers to check that the information contained herein includes the latest particulars. Although every precaution has been taken in preparation of this document, the publisher assumes no responsibility for errors or omissions. Neither is any liability assumed for damages resulting from the use of the information contained herein. This document is not part of a contract or licence save insofar as may be expressly agreed. All capacities and throughput figures are subject to note size, note quality and process used. Talaris and QC are trademarks of Talaris Holdings Limited, Vertera is a registered trademark of Talaris Cash Systems (Germany) GmbH. © Talaris Limited 2010.
Talaris House Crockford Lane Chineham Business Park Basingstoke, Hampshire RG24 8QZ, UK T +44 (0)1256 368000 F +44 (0)1256 368001 [email protected] www.talaris.com
The Talaris Commitment
Talaris are World Experts in cash management. Across the globe 2,100 personnel, with over 130 business partners deliver technology and solutions that provide security, productivity and innovation to our customers.
The company is committed to the highest ethical standards and compliance with legislation and to be a fair employer wherever we operate. As a responsible organisation we maintain a disciplined approach to our corporate governance and operate to the optimum professional standards in all aspects of our business.
Talaris will always seek to provide a safe and productive work environment where all employees can grow and be challenged. Wherever we operate our objective is to contribute actively to the community and the local environment. An intrinsic part of our business philosophy across our product and service offerings is to be consistently environmentally responsible and to continue to improve our performance across all environmental issues wherever possible.
Bendigo Bank, Australia
Bendigo Bank refurbish their branches to
create modern service centres at the heart of
communities all over Australia
“
Throughout our history, we have built our success and the strong
connections with our customers by listening carefully to their plans
and aspirations. Bendigo Bank aims to be closely connected with
each of its communities, reasoning that successful customers and
communities create a successful bank – in that order. The Talaris
Vertera has helped us to help our customers pursue their goals and
dreams and for Bendigo to remain successful.
”
Rob Dupuy Head of Banking & Wealth Operations Bendigo Bank
Since using the Vertera teller cash recycler and QC coin deposit solution, both staff and customers have had a very positive reaction to the new branch environment. In December 2008, Australian magazine AFR Smart Investor carried out their annual “Smile Survey” asking its readers to rate financial institutions in terms of exceptional customer service. Bendigo Bank was voted Australia’s favourite provider and also topped the best bank list for 2008. Surveyed readers said, among other benefits, they liked the easy-to-access staff at the Bank.
For staff at Bendigo, they feel motivated and empowered to build relationships with customers and are fully supported by a sales culture training programme called “Being the Bendigo” designed to equip them with the right skills and knowledge to identify customer needs and provide appropriate solutions. The Vertera has also enabled the Bank to reduce its balancing errors and down-time and staff are able to quickly perform start and end-of-day processes with ease.
For the Bank, with the Vertera teller cash recycler as the cornerstone of their branch cash handling and security processes, they have been able to reduce their security costs and keep the cost of their refurbishment programme down by not having to install expensive and intrusive security measures or have major building works in their branches. The Vertera also allows the Bank to dedicate more floor space to the customer service area, rather than back-office processing and vaults, a vital benefit in the more remote branch locations, where space is at a premium.
