February 22, 2011
Bank of New Zealand leverages the marketing and personalization capabilities of Commander™ to deliver an enhanced ATM customer experience.
Bank of New Zealand (BNZ) was an early adopter of Phoenix Interactive’s VISTAatm™ multi-vendor, self service software platform and for more than a decade they have been using Phoenix’s Developer Workbench™ toolkit to deliver new and advanced functionality to their customers at the ATM channel. Over a year ago, the Bank worked with Phoenix as a beta partner for the Commander™ suite of products, first focusing on the remote terminal management and asset tracking capabilities, followed more recently with the product's customer centric and personalization capabilities.
“Commander allows us to leverage the capabilities of the VISTAatm platform; it provides the tools and technology we need to manage our ATMs centrally and cost-effectively,” says Paul Johnson, Channel Manager ATM, BNZ. "After our recent success in integrating Commander to improve availability, back-office reporting, and the accuracy of our asset information, we're now pushing forward with Commander's targeted marketing and advanced personalization capabilities to further improve the customer experience at our ATMs”.
“The enhanced customer experience will be made possible through Commander’s remote management tools that allow us to target and deploy relevant and timely content, product and account information, offers and even timely community information or alerts –all to a single ATM, a single customer, or to selected ATMs and groups of customers. We will be transforming the way we communicate and interact with our customers at the self service channel and we believe this will deliver significant value to our customers."
Mark Elson, Phoenix's Director of Product Management comments on BNZ’s initiative and the importance of personalized and relevant communication with valued customers. “BNZ has always been at the forefront of innovation and over the years has made groundbreaking advancements in their self service delivery channel, offering advanced functionality such as language preferences, personalized fast cash, foreign currency dispense and mobile phone top up. Enhancing their ability to respond rapidly to changing marketing demands and to meet the demands of an increasingly “techno-savvy” demographic is the logical next step for a visionary bank like BNZ. We believe personalized 1:1 communication is the key to building a positive brand image and improving customer loyalty, and we are proud to be working with BNZ as a partner who shares this vision. We are looking forward to seeing the results of BNZ’s newest initiatives."
BNZ is one of New Zealand's oldest banks, having incorporated in 1861. As well as a strong local identity, BNZ benefits from significant global strength, with links to banks and financial services companies in 15 countries around the world, through National Australia Bank Group, BNZ's parent company.
BNZ focuses on being a total provider of specialized financial services with products including loans, investments, retirement savings, insurance, and private banking. Most importantly, BNZ believes the two most critical factors to any modern business are its people and its technology.
Phoenix Interactive Design, Inc., established in 1987, is the world’s leading independent provider of Windows™ based, multi-vendor ATM software for the financial services industry. With the introduction of the Commander™ suite of software solutions, Phoenix has once again “raised the bar” in the self-service industry, enabling Banks to further enrich their interactions with their customers and improve the customer experience.
Phoenix’s global install base has also maximized profitability in their self-service channels through software independence. Phoenix's proven vendor neutral self-service software provides the ability to separate hardware and software purchasing decisions, providing greater negotiation power and the flexibility to choose from a variety of ATM hardware manufactures. Additional information can be found at www.phoenix-interactive.com.