To many in fintech, omnichannel is their “white whale.” It must be obtained at all costs, but for many financial institutions (FIs) it’s an abstract futuristic vision – not something they can currently deliver to realize tangible business benefits. Hyper Text Markup Language (HTML) 5 is a building block that can enable omnichannel experiences TODAY.
HTML5 is the global standard for presenting on-screen content because it is a language that can be shared across platforms – online, mobile apps, ATMs, etc. And let’s face it, our society is heavily laden with screens. They are everywhere. For FIs, screens are often the “face” of their brand and are their most valuable real estate where they succeed or fail on meeting consumer expectations for a consistent, intuitive and productive experience.
There has been a strong focus from FIs on web and mobile banking for years so there is a good chance they already have resources within their organization using HTML5 for those digital channels. This is good news for those FIs as they can leverage existing resources to integrate the ATM channel into more coordinated cross-channel experiences using HTML5.
Let’s discuss how a FI can leverage HTML5 to drive efficiency and take tangible and realistic steps towards creating a true omnichannel consumer experience – both improving the ability to manage the channel in a cost-effective manner and providing consumers with advanced self-service interactions.
Build Omnichannel Assets… And Do It All While Reducing Costs
Historically, one of the greatest barriers to delivering a consistent and persistent user experience across various delivery channels is the challenge of integrating the various disconnected software platforms and technology standards. The self-service channel has traditionally been the most isolated from branding and tactical updates applied to online and/or mobile platforms.
In the past, if an FI wanted to recreate the look of, say, a mobile interface on the ATM channel, they would have to first build the mobile channel and then start all over again to do it on the ATM. And all that building and rebuilding took up time and ate up budgets.
With HTML5 FIs can build an asset once and share it across channels. That delivers tangible benefits to operational efficiency and to the consumer experience TODAY.
Achieve Cross-Channel Consistency to Enhance the Self-Service Experience
With the building blocks of shared, advanced UX components in place, FIs can now meet the consumer’s vision of omnichannel. Consumers don’t view their FI in channels — they expect consistency across the board whether at the ATM, online or on their phone.
Use HTML5 to create a fresher, smarter, more engaging experience at the self-service device with a tablet-like interface that consumers expect today. This includes graphically-rich experiences like touch gesturing and drag-and-drop capabilities.
HTML5 empowers consumers to seamlessly switch from channel to channel with a common UX. This will help move more transactions to the self-service channel – ultimately allowing consumers to start a transaction on their mobile and finish it at the ATM though simplified pre-staging steps on web and mobile channels.
Simply put, from an ATM operations perspective, HTML5 is a launch pad to create content and maintain a uniform brand – across a variety of channels – and it’s more efficient, costs less and enables faster updates.
But … How?
If you’re ready to leverage HTML5 to deliver a consistent, omnichannel user experience while reducing costs at your self-service channel, you need the software to enable these improvements.
VISTA™ multi-vendor terminal software has always been designed around openness, flexibility and inter-operability— even before HTML5 existed. Additionally, VISTA provides full flexibility in terms of hardware platforms and messaging protocol so that transactions can be moved off the traditional switches, bypass that switch and go back to the core systems, enabling more integrated transactional capabilities while reducing per-transaction costs.
With HTML5, the question is no longer if we can create omnichannel experiences, but how much more efficient can we make those experiences.
Whether you want to talk HTML5 or want an overview of what Diebold’s software portfolio offers your business, let’s talk. From self-service application software to marketing software, we have the solutions to meet the evolving demands of today’s self-service network.