Wacom Case Study

Cost-cutting
Spanish savings banks incorporate Wacom signature tablets, cutting costs and helping to protect the environment.
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Wacom STU-500 at CECA, Spain
Until recently, customers of banks and savings banks were obliged to repeat their signature on hundreds of different documents. All transactions, however small, used to involve endless document signature. Now this can be avoided thanks to the signature solution that Wacom, Softpro and the Confederation of Spanish Saving Banks decided to introduce and deploy.
hey had three very clear objectives in mind. Firstly, to save direct costs associated with documents generated by banking transactions. Secondly, to convert the digitalized signature into standard practice in the banking world and even in other sectors. And finally, to achieve greater convenience for employees and customers. Transfers, current account contracts, credit cards, loan agreements, cash receipts. All of these very typical bank and savings bank transactions used to involve a series of signatures on various paper documents, written by customers and employees in every branch. Similarly, all these documents gave rise to direct costs generated by paper and printing and indirect costs generated by the processing and archiving of each and every document. This is why the Confederation of Spanish Savings Banks (CECA) has decided to implement a project of Digital Signature System (DSS) in Spanish savings banks. In order to do this, they have selected various digitalizing tablets that capture digitalized signature, and between them, the STU-500, Wacoms signature tablet. According to Santiago Uriel, CECA Technology Vice-Secretary, roll-out of this project will involve an average direct saving of three euro cents for each paper document that no longer requires processing. This may not seem much at first glance, but when multiplied by the number of documents handled by a single branch in a year (averaging approximately 40,000) it renders a potential saving of 30,000,000 annually across all Spanish savings banks. And this figure only takes into account direct costs (paper and printer ink), because the indirect costs related to archiving, processing and transport are so high that, according to Uriel, they have not even dared to calculate them.
finance. Although it is clear that the resulting additional improvements (greater convenience for customers, employees and auditors; contribution to protection of the environment thanks to reduced use of paper and ink and, of course, significant cost reduction) all contributed to make the project even more attractive. Following the development of software compatible with the specific protocols of each savings bank and having carried out a successful pilot project, managers at CECA realized that customer acceptance of the system was total as was employee satisfaction. This is why, at the present time, most of the CECA savings banks are immersed in the task of adapting to the new system. Of the 45 existing savings banks in Spain, 16 already rolled out the project in some or all their branches. Nowadays there are more than 1,500 branches in adaptation, almost 10,000 tablets installed and more than 5 million transactions signed digitally. It is anticipated that the tablets will be fully operational in more than 3,000 branches by 2009. In addition to the Wacom and Softpro solution, CECA considered other possibilities with regard to the hardware used to implement this project. However, most of the tablets to be installed will be the Wacom STU-500 variety, for two main reasons: price and functionality. In terms of price, CECA functions as the purchase centre for all the savings banks when it comes to acquiring tablets from Wacom and Softpro. With regard to functionality, to quote Santiago Uriel: the quality of the STU-500, its functionalities and the quality of biometric data that it captures, comply perfectly with the requirements established for the signature solution. And for us, biometric data quality is fundamental if, at any given time, we need to demonstrate that someone has signed a specific document with the STU-500. For that reason, he stresses: The Wacom STU-500 is able to capture movements even when the pen is suspended above the screen without touching it. Other tablets cannot do this, even though it is differential for subsequent recognition of a signature when the need arises. Uriel also mentions the design of the STU-500 as another point in its favour, as it is more attractive and elegant, in ergonomic terms, than other similar devices.

The project comes from another European savings bank, specifically, Berliner Sparkasse in Germany, which has indeed dared to estimate the total saving involved. According to the German savings bank, the average total saving amounts to no less than 1.5 for each document that no longer requires processing. This being so, it is no surprise that CECA should have decided to introduce the project following completion of relevant legal studies. However, the ultimate objective of this plan is none other than to convert the digitalized signature into an industry standard in the world of banking and
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Spanish savings banks have opted for the Wacom LCD signature tablet because:
1. The quality of biometric data that it captures exceeds the minimum required, and it is very well positioned in the market attending to its quality / price ratio. 2. The savings banks save on both direct and indirect costs. 3. It contributes to protection of the environment, by using less paper and ink and by generating less waste.

Contact details:

Confederacin Espaola de Cajas de Ahorros (CECA) Calle Alcal 27, 28014, Madrid. Tel. Fax. www.ceca.es
2009 Wacom Europe GmbH. For further details, please contact: Wacom Europe GmbH Europark Fichtenhain AKrefeld Germany www.wacom.eu

Art.-Code CS-CECA-EN

Wacom Case Study

Uncomplicated:

Sunrise customers sign their telecommunications contracts digitally with Wacoms LCD signature tablet
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Uncomplicated: Sunrise customers sign their telecommunications contracts digitally with Wacoms LCD signature tablet
Please sign here. Sunrise-shop manager Zvoni Kesten shows the customer where she can sign her new mobile telephone contract. What is special in this case is that, rather than countless signatures on paper, the customer only has to sign once digitally on Wacoms STU-500 LCD signature tablet. By the time she gets home she will have received all the contract documents in her e-mail inbox.
unrise AG, the second biggest telecommunications company in Switzerland, has been using a digital signature solution since September 2008. The solution was developed jointly by Wacom and Softpro, and the following primary goals were defined at the beginning of the project: firstly, the processes running in the Sunrise back office were to be digitised and optimised; secondly, Sunrise wanted to reduce the administrative effort for the POS and thereby create more time for the sales process. This would result in procedures being simplified and speeded up for customers. Formerly, order procedures involved three copies of a contract being created, scanned, copied and then printed a number of times. The subsequent route through the relevant departments resulted in the loss of a considerable amount of time; the quality of printed or scanned output was also often not especially good, thus resulting in queries arising, with an associated further loss of time: time which could have been better spent on fulfilling the customers order. Project manager Peter Flckiger: One of our requirements for the signature tablet was that it should be possible for the contents of a contract to be viewable from both sides of the counter, so that there is no need to rotate the actual tablet to allow the customer to sign and the salesperson to countersign. This functionality could only be provided by Wacom. The reason for this quite specific requirement is the configuration of the Sunrise shops. Following a complete redesign of the shops, the sales counters are now significantly narrower. This gives the impression of more space in the shops, and everything appears more open and friendly. In practical terms, however, its difficult to find space for everything needed on the counter. Sunrise has therefore built the tablets into the counters they slot neatly into their own specific place and are perfectly in keeping with the new design. In order to ensure that the pen is always in the right place it has been attached to the tablet with a sort of security line. The upshot of this, however, is that the salesperson is unable to rotate the display. The display is therefore programmed in such a way that the content faces the customer when the customers signa-
ture is required. Once the signature has been recorded, the software rotates the contents of the display so that the salesperson can countersign the contract. The freely programmable display also allows the customer and the salesperson to view different texts. A further advantage is that small advertising slots or the Sunrise logo can be shown when the displays are not being used for direct sales purposes. Thus, the STU-500 LCD signature tablet can also assume a general marketing role. The integrated solution has a number of advantages for Sunrise customers. As well as the rapid handling of orders, the contractual documents no longer have to be physically archived in the shops. In the event of queries in the shop, the staff can immediately access a copy of the contract in the Customer Relationship Management (CRM) System. The ability to send contracts directly by e-mail is also appreciated by customers and helps Sunrise to contribute to environmental protection in terms of a reduced number of printouts. The decision to choose Wacoms LCD signature tablet and the Softpro solution was based on a number of factors. In addition to the programmable display and the comfortable and user friendly interface, the two companies also provided a convincing argument with their beneficial price/performance ratio. It goes without saying that both partners were also able to cater for all the necessary security issues with respect to digital signatures. In addition, the precision of the STU-500 was also an aspect that gave a favourable impression. The high resolution of the LCD tablet means that it is easy to sign on the tablet the quality of the signature is as good as it is on paper, which gives the customer a positive feeling about this method of signing documents. Ultimately, the crucial factor in such projects is their acceptance by users. It was already apparent at the first internal training session that our staff soon became familiar with this solution. And, since its introduction at the POS, we have noted that customers are very happy with it too. Thanks to Wacom and Softpro we have a solution that is both quick and simple, summarises Peter Flckiger with regard to his experiences.

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Sunrise AG in Switzerland chose Wacoms LCD signature tablet and the Softpro software solution because:
1. The solution could be rapidly and easily integrated into existing systems. 2. The display is programmable and thus fulfils Sunrise requirements. 3. The level of acceptance amongst staff and customers is high.

Contact details:

Sunrise Communications AG Hagenholzstrae 20/Zrich Schweiz www.sunrise.ch
2009 Wacom Europe GmbH. For further details, please contact: Wacom Europe GmbH Europark Fichtenhain AKrefeld Germany www.wacom.eu

Art.-Code CS-SUNRISE-EN