banque saudi fransi (bsf), saudi arabia

BANQUE SAUDI FRANSI (BSF),
SAUDI ARABIA
An NCR SelfServTM Case Study
Banque Saudi Fransi achieved increased service availability and reduced
maintenance visits.
“Our strategy is to introduce our customers to automation and encourage them to migrate to use ATMs rather
than branches, so the main point for us is high availability. NCR SelfServ ATMs have provided exactly that
availability and are working well for us.”
– Jamal Tumeh, Self-Service Department Manager, Banque Saudi Fransi (BSF)
ncr.com
Key Highlights
The customer
Industry/Market
Commercial/banking
Banque Saudi Fransi (BSF) is a full-service commercial
bank serving both domestic and international
customers from three main offices and almost 80
branches located throughout Saudi Arabia. Their
fleet of around 380 ATMs offers a range of services
from cash withdrawal to bill payment and statement
request to cash and check deposit. These ATMs are
located on BSF premises (including regular branches,
self-services branches and management buildings),
offsite drive-ups, shopping malls, hospitals and
corporate customer sites.
Challenge
BSF wanted to improve ATM availability as a way of
encouraging customers to use its ATM channel for
everyday transactions.
Solution
BSF chose NCR’s new generation of SelfServ ATMs for
their unrivalled availability, manageability, security
and usability for both customers and custodians.
Results
Service availability is up, maintenance visits by BSF
engineers are down and the new NCR SelfServ ATMs
make a positive contribution to BSF’s brand.
BSF was established by Royal Decree in June 1977
and is affiliated with Calyon of France, rated among
the world’s top ten banks by total equity. Today BSF
leads the way in the innovative use of technology
within Saudi Arabia’s retail banking market and
aims to create long-term, personalized partnerships
with all its customers, gaining loyalty through
its expertise and quality of services as well as its
innovative financial solutions.
The challenge
BSF wanted to encourage customers to use its
ATM channel for everyday transactions as a way
of improving customer service and freeing branch
tellers to concentrate on higher value sales and
marketing tasks. To support this migration BSF
needed to ensure their ATMs offered the best
possible self-service availability.
The aim was to differentiate BSF from its
competition by presenting it as a genuinely
pioneering bank, one that put customer service
first by working to cut queuing time and increase
customer satisfaction. To make this happen they
needed a “latest generation” solution that would
deliver superb availability, work reliably for many
years and come with the assurance and support of a
major provider. The question, of course, was how to
meet this challenge.
The solution
The solution benefits
BSF chose NCR’s new generation of SelfServ
ATMs as the perfect answer to their challenge.
The intuitive, easy-to-use interface and modern
design of NCR SelfServ are proven to maximize
consumer acceptance and adoption. These
advanced, high-speed machines offered BSF
a host of advantages in terms of availability,
manageability, security and usability for both
customers and custodians.
BSF’s choice of the NCR SelfServ ATM has paid off
in several important ways. Firstly monthly figures
collected by BSF show that the availability of NCR
SelfServ ATMs is three times better than the ATMs
they replaced. The new machines have proved
particularly popular with customers in locations
where BSF has swapped an older ATM for one of
the new NCR SelfServ units, as customers can now
be confident the ATM will be up and running
whenever they need it.
NCR SelfServ ATMs are self-healing devices that
ensure maximum service availability for customers.
In particular, NCR SelfServ ATMs run software that
reports every detail of their operation, helping
to ensure complete accuracy when dealing with
customer claims. NCR SelfServ ATMs also come
with advanced security features that reduce the
possibility of fraud (for example the installation of a
card skimming device), which in turn helps increase
customer confidence. These features, together with
the NCR SelfServ dual core architecture, dual receipt
printer and dual power switches for faster restarts
and less downtime, mean the ultimate in availability
of ATM services for BSF customers.
NCR SelfServ ATMs are also designed to
accommodate whatever future technologies BSF
decides to adopt in the future, effectively making
them future-proof.
Secondly, the introduction of NCR SelfServ ATMs
has reduced the number of site visits that BSF’s ATM
custodians need to make to each ATM, which in
turn further increases service availability and cuts
maintenance costs. BSF staff have commented
that features of the new machines, such as the
graphical operator panel which helps them
carry out maintenance, make their jobs
significantly easier.
Finally, the new generation of NCR SelfServ ATMs
contributes to BSF’s brand by emphasising the
modern, innovative side of the bank, which in
turn helps attract and retain customers.
Choosing these NCR SelfServ ATMs has strengthened
BSF’s relationship with NCR. It is a true partnership,
with NCR providing BSF with everything from
branch design to managed services, and biometrics
to financial kiosk applications. By strengthening
this relationship BSF can take advantage of NCR’s
professionalism in resolving issues, improving staff
skills, increasing efficiency and improving
Why NCR?
NCR Corporation (NYSE: NCR) is the global leader in
consumer transaction technologies, turning everyday
interactions with businesses into exceptional experiences.
With its software, hardware, and portfolio of services,
NCR enables more than 485 million transactions daily
across retail, financial, travel, hospitality, telecom and
technology, and small business. NCR solutions run the
everyday transactions that make your life easier.
NCR is headquartered in Duluth, Georgia with
approximately 29,000 employees and does business
in 180 countries. NCR is a trademark of NCR Corporation
in the United States and other countries.
The customer’s view
reaction times.
‘‘Our strategy is to introduce our
customers to automation and encourage
them to migrate to use ATMs rather than
branches, so the main point for us is
high availability. NCR SelfServ ATMs have
provided exactly that availability and are
working well for us.’’
- Jamal Tumeh, Self-Service Department Manager,
Banque Saudi Fransi (BSF)
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to change specifications without prior notice.
All features, functions and operations described herein may not be marketed by NCR in all parts of the world. Consult your
NCR representative or NCR office for the latest information.
NCR SelfServ is either a registered trademark or trademark of NCR Corporation in the United States and/or other countries.
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respective holders.
© 2014 NCR Corporation Patents Pending 14FIN1599-0714
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