Key Bank - 650 branch (slow) rollout

Sorting through the inbox this weekend, we noticed that Diebold have quietly announced a substantial rollout at KeyBank (long rumored), starting with 8 of the bank's recently refurbished upstate-New York branches. The rollout, which is slated to address ~650 of the bank's 950 branches over the course of three years, is part of a broader upgrade of the bank's customer-facing electronic interfaces--including large-scale electronic displays behind the teller counter (visible displaying Key's logo, above), enhanced ATMs, and self-service deposit machines.

According to the press release, the core objective of the program is to migrate customers to more self-directed service options, freeing up branch staff to provide more in-depth assistance on more complex, consultative issues, and ultimately reducing transaction-driven branch traffic.

Once deployed, much of the content on the screens will be centrally developed and directed, but each branch will also have the flexibility to program its own community content (e.g. uploading images from community events) and provide customized local offers. Content will be delivered over the bank's existing network infrastructure, and managed using software provided by Diebold. Ostensibly, content will also be delivered to the ATM screens, where offers can be customized using the bank's CRM data.

This is one of only a few cases we are aware of where an ATM provider such as Diebold is also providing digital signage infrastructure and software, but it would seem to us to be a logical extension of the existing service agreements such companies provide.