- Hourly ATM uptime monitoring.
We send the terminals an open command once an hour. We do this 3 times in quick succession for the hour. This way, we can generate a true hourly report that shows the terminals that were up and not an approach that shows based on the last time a transaction was performed.
- Transaction volume trends.
This enables us understand how our systems are performing and sets baselines for monitoring.
- Transaction failure rate trends
This allows us to detect problems that might not be statistically significant and put a plan in place to fix them.
- Track problems with terminals and track when they’re fixed.
This allows us track the efficiency of our ATM support.
Issues at our best performing locations cause lost revenues.
- Link transaction failure to third party processor performance
This allows us to measure who’s failing and utilize the best processors for performance.
- Utilize personal transaction trends to determine customer value. Customers that match particular trends can be marketed uniquely
Someone that utilizes his card a lot abroad, might be a potential customer for VIP services. We can also focus customer retention activities at such individuals.
- Terminal positioning optimization.
Where do our customers congregate the most and how can we improve customer acquisition in that location.
What not-on-us terminal do a lot of our customers use, and why aren’t our terminals located close by. This data can also be translated to branch positioning optimization.
What merchants see a lot of our cardholders but do not utilize us for acquiring. We can focus marketing engagement on such merchants.
- Loyalty programs for merchants when their customers use our payment channels.
As the organization’s terminals are acquired by us, we can track and carry out loyalty initiatives on their behalf.
An example scenario is where customers link all their cards together, and whenever they use our POS, they get a cash back, regardless of their issuer.
This will help drive the POS acquiring market.
This data can also be used to direct merchant customer engagement.
- Customer service tracking location of card usage
To assist customers with issues e.g. Stolen cards, etc.
- Customer prioritization based on volume. We can prioritize issue resolution based on a volume derived score.
This score can be shared at branch locations to prioritize the customer relations.
If a high volume customer is in a branch, he should not have to wait to get service.
- Unifying operations across multiple teams.
Risk teams can get alerts if there is a reduction in transaction volume from a merchant with a loan.
Marketing team can get alerts to sell particular products to a customer based on his account status.
If a customer always has a large amount in his account, he might be marketed investment banking or a fixed deposit account.
- Providing data to customer interfacing staff.
Some data is relevant to customer interfacing staff e.g.
If an ATM transaction was just performed by a customer who’s calling from abroad, then that might be relevant in the interaction.
If a customer is calling, CFC can get a report on what potential reasons the customer is calling
If a customer calls(KYC means you have his number) and we can see failed transactions on his card, we have a pointer to the potential issue, and can commence attempting to resolve it faster.
If a completion to a pre-authorized transaction fails, we can look at the cause before the customer even calls. Also, his AO can commence working to fix it.
- Cross marketing of services.
Customers who always purchase recharge from other channels, can be marketed U-mobile instead.
- Interface design based on what customers use.
If most U-mobile customers purchase credit off the app, them it should not be behind menus, but at the forefront.
- Metrics to understand adoption of new products.
We can monitor the adoption of new products and services using metrics.
We can also design new services to be metric-able, so we can monitor their usage.
- Analysis of failure trends
An understanding of the trends of system failure will allow us optimise our systems to perform better or rapidly turnaround faulty systems
- Place a spotlight on activities in difficult to monitor locations
We can monitor system performance in difficult to monitor locations e.g. Affiliate countries to ensure they’re performing optimally. This gives the responsible parties a holistic view of performance of systems in his domain.
E.g. MasterCard transactions weren’t working an affiliate until 2 weeks ago.This wasn’t properly escalated for resolution until I was on site and noticed it.
We can provide terminal performance metrics to ATM custodians and judge their performance off this.
- Measure effectiveness of campaigns and loyalty programs and create new ones.
Metrics allow us to measure the effectiveness of campaigns. They also allow us carry out targeted campaigns(we have the customer’s details as a result of KYC). We can focus on campaigns that are working and quickly abandon/ refocus those that aren’t.
- Demographics targeted services
We can utilize demographic data to manage customer interaction.
A customer who’s in Lagos, a youth, has a monthly turnover of 100k and comes to request a card, can be marketed to uniquely based on this data. So for example, he’ll be marketed U-mobile, a verve card(along with the one time password for Jumia and Konga transactions), and email/ twitter notifications.
- An understanding of how to focus services for customers abroad.
If a lot of transactions are from a particular country, we can consider how to ensure our services are available to the customer. This also allows us make plans for customer issues based on this.
E.g. Customers in the US can have their limits automatically adjusted to meet the regular spend pattern of customers at that location. For such a customer, limits that are optimised for POS transactions might work better.
Also we can contact customers when we see they’re doing card present transactions abroad and make necessary configuration to ensure they’re not stranded.
- Personal banking services.
For customers who might be interested, we can use data available to create tools that let them draw up expense budgets, create savings plans, carry out financial projections and monitor their expenses. We can basically meet every customer uniquely where they are, and engage them to achieve their personal financial and lifestyle goals.