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Topic: Which is the customer behavior? What are they looking for?
Customers -key factor for bank’s solution
Are banks ready to be a step ahead ?
technology is a key factor for the future of banking
Concentration of banks services on internet banking?
Internet banking & mobile banking – the future in banking
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Everywhere the key is the progress !
George Bernard Shaw : "The reasonable man adapts himself to the world. The unreasonable man persists in trying to adapt the world to himself. All progress, therefore, depends upon the unreasonable man."
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Which is the customer behavior?
MIX OF ATTITUDES
Traditional: in some ways, very concentrated to classical ways
Modern: sometimes, very interested for new trends
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What they are looking for? cheap solutions
healthy solutions
Simple and easy solutions
Less time consuming solutions
Confortable solutions
high mobility solutions
More options in one solution
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Are banks ready to anticipate customers
needs?
Banks are actively care to have the right technology
Banks are having knowledge
Banks are having strong partnerships with solutions providers
THE ANSWER SHOULD BE YES!
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Technology – the key factor for the future of
banking new applications
internet/mobile
technology
old fashion
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Concentration of services into internet banking
solutions? ALL IN ONE CONCEPT
PFMCards Management
Standing Orders / recurring payments
Online products subscriptionsIntegration with social networks
Integration for online payments in web stores
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All in one concept – advantages! More benefits & facilities for customers
Saving time & mobility (customers)
Improving of service level and quality of services, customers happiness
Cutting costs (customers & bank)
Increasing number of customers for bank
Increasing number of bank services used by customers via internet banking
Increasing the active customers rate
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Results? Banca Transilvania case study Results of upgrade to a complex BT24 with All in one concept facilities
36% increasing in number of BT24 customers> 20% increasing in number of operations generated by BT24Increasing of bank services integrated in BT24 (e.g. SMS cards alert)Increasing of number of active customers > 10 %
Number of customers
Old BT24 31.07.2011
New BT24 29.02.2012
Internet banking 171.500
233.600
Number of operations 295.000/ month 355.000/month
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What about mobile banking ?
It is a future alternative to internet banking? NOT NECESSARY, COULD BE FOR SOME SPECIFIC FUNCTIONS
It is a complementary solution to internet banking?
YES, DEFINITELY
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Mobile banking,
which are the customers advantages ? Mobility :all I need is in my pocket concept
Very useful, especially for customers pro technology
Very simple operations : maximum 2-3 steps to finalize an operation
Very easy to view useful information: online balance, bank news, ATM/branch locator, exchange rates
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Mobile banking,
but bank’s challenges ? To manage a simple & easy mobile banking solution
But, also a complex one in term of functionalities
Very intuitive
Very good protected against unauthorized intrusion
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Results? Banca Transilvania case study Results of mBT24 implementation :
From 0 to more than 13.000 in ½ of year
6% from entire internet banking portfolio
Number of customers
29.02.2012
mBT24 > 13.000
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My conclusions?
Online banking solutions (internet banking & mobile banking) will exponentially increase in the near future
Both solutions will eat a very important part from the traditional bank operations
Internet banking solutions will include more and more functionalities & operations from the classic channels
Mobile banking will have a very good trend due to the dynamic sales in term of smartphones units
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My contacts:
Marius FloreDirector of E-delivery Channel Banca TransilvaniaEmail: marius.flore@btrl.ro
THANK YOU !
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