The customer
Thurgauer Kantonalbank is a 100% state-owned 15 billion Swiss franc bank headquartered in Weinfelden, Switzerland. Established in 1871, the bank operates from 30 branch locations (15 large and 15 smaller branches) and has 750 employees. It currently operates 77 ATMs, 22 of which offer Intelligent Cash Deposit and Cash Recycling.
The challenge
Thurgauer Kantonalbank wanted to provide a robust and reliable Cash Deposit and Recycling solution to ensure that, in turn, it was able to offer its customers a very high level of service. The bank was aware of problems experienced by other banks whereby customers were depositing objects such as rubber bands and coins, together with their bundles of cash, which led to hidden ATM service costs and downtime in the recycling solutions that they had deployed.
Thurgauer Kantonalbank recognized the need to educate its customers, who were accustomed to depositing cash in envelopes and bags, on how to deposit bundles of cash directly at the ATM. It offered its customer’s advice on book- keeping methods to support the migration from night drop to ATM cash deposit, as cash would now be immediately credited to a customer’s account.
Processing night drop deposits represented the most costly and time consuming daily branch activity for Thurgauer Kantonalbank. The initial target they set was to migrate 40% of all teller and night drop deposits to the ATM. The goal was to increase this percentage over time.
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