According to a recent survey by the Brazilian Institute of Consumer Protection (IDEC), long lines and waiting hours at banks are still part of the consumer’s reality. Attentive to the public who need or prefer to go to the agencies, we at Topaz offer servcore teller for banks and cooperatives: fast, intuitive, secure and high availability solutions to optimize time and establish a good relationship between customers and banks. With SERVCore Teller, the evolution of digital channel functionality is replicated for bank branches and cooperatives.
With the ability to integrate with different tools, SERVCore Teller enables cash solutions to meet all requirements related to agility in service, response time, processing and completion of operations. Availability management is based on metrics and reports with service response time, enabling Topaz to provide more resources so that institutions can efficiently meet peak periods.
“With the digital transformation process accelerated by the pandemic, the use of digital channels for financial transactions has intensified. However, we must not forget that there is still a portion of the population that attends the physical units, which must be fully equipped and prepared to ensure a good customer experience. We offer a modern 360º solution that includes all channels, whether physical or digital”, says Adolfo Blengini Neto, our Financial Channel Products Manager.
Although the health crisis has reflected in the closure of bank branches, all municipalities have at least one physical point of care for financial services, according to the Financial City Report released by the Central Bank. “In the case of some traditional banks, we note that large cooperatives are investing in opening branches to meet the demand for service in some locations. Our SERVCore Teller solution is ready to help employees deliver a differentiated experience, especially for those who do not have internet access and difficulties in using technology. All the evolution of the functionalities of digital channels is being adapted and brought to the physical points”, explains Hugo Nagatomo, Product Owner of SERVCore Teller.
IDEC research also points out that some banks underestimate the service capacity of their branches. In general, they use less than 30% of cash counters on normal days and 50% on peak days. Although they already direct customers to self-service terminals and digital channels (responsible for 70% of banking operations in the country), there are services that need to be performed in the agency environment, such as cash outations, check transactions, company pouches and envelope deposit conferences.
With the creation of the PIX and the advance of digital payment media, there was a fall in the use of checks, but about 100 million per semester are still compensated. According to febraban data, the financial volume generated by the checks remains stable: R$ 333.3 billion last year, against R$ 333.5 billion in 2021, which gives an average of R$ 3.2 thousand per check. Another issue related to the use of the cashier’s counter is the movement in kind. In July 2020, the Central Bank increased control over the National Financial System (SFN), reducing from R$ 10,000 to R$ 2,000 the need to inform the data of the bearer of resources in kind, as a way to control movements, prevent money laundering and tax evasion.
“The use of the SERVCore Teller solution by the largest public bank in Brazil and the largest credit cooperatives put Topaz at a strategic level. Keeping the product in the largest financial institutions brings opportunities for new business, because we have a range of solutions, such as the core banking Topaz Banking and the compliance and prevention system for money laundering, Topaz Trace, to offer a complete experience”, complements Flavio Gaspar, our CPO.
Also recently, we announced the offer of new onboarding mode on our SERVCore platform via WhatsApp. With all first-person communication, the new feature seeks to offer more proximity to the user, contemplating a lighter and more intuitive journey with just a few steps to account opening.
In addition to cash/agency solutions, the SERVCore platform, responsible for the automation of service channels, includes self-service products, mobile and internet banking, check clearing, biometrics solution and key exchange. Integrated with the OFD anti-fraud solution, SERVCore is used in more than 6,000 branches and accounts for more than 21 million biometric users – a number that is expected to grow by 25% in 2023.
SERVCore Teller’s current market position:
- Consolidated product with more than 15 years in the market;
- Present in the largest public bank in Latin America in customer base;
- Present in 5 of the 7 largest credit cooperatives in Brazil;
- Portfolio with more than 200 financial and administrative transactions preconfigured;
- Around 6,500 branches with the solution installed;
- More than 15,000 cash terminals in operation;
- 1 million transactions processed daily in agency solution channels;
- Average of R$ 3 billion in financial volume processed daily in cash terminals.