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Mobile Banking 2011: Danske Bank
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  • 1. Mobile Banking- Simple, relevant and convenient customer serviceEsben Torpe JørgensenGroup Business DevelopmentDanske BankZurich 07-11-2011
  • 2. For internal useDanske Bank – I love you... 2
  • 3. For internal useDanske Mobilbank iPhone-version available in App Store.  The timing was right Android-version available in Android Market 3
  • 4. For internal useNordic consumers are ready for mobile banking- More than 70 % are interested in day-to-day mobile banking 51 % would like to check their balances 40 % would like to transfer money to other accounts 32 % would like to pay their bills 31 % would like to see the latest transactions 24 % would like to enrol bills to payment services 12 % would like to communicate via SMS, chat or video Source: YouGov Zapera, for Danske Bank, Juli 2010 4
  • 5. For internal use Use of smartphones are growing rapidly Global mobile vs. desktop internet user projection• Mobile browsing and use of app‟s 2.000 has exploded and is expected to exceed laptop browsing in 2014 1.600 (Source: Morgan Stanley, April 2010) Internet users (MM)• In DK approximately 750.000 1.200 people have an iPhone or Google- Android phone (Jon Lund, June 800 2010)• About 250.000 of those are 400 customers in Danske Bank Mobile internet users Desktop internet users 0 5
  • 6. For internal useCompetitors (were) are moving… 6
  • 7. For internal useSo why have things started to move? 1. Ultra capable and user-friendly devices 2. High performance networks 3. Relevant and user friendly services 4. Growing consumer trust in digital solutions • The 4 above elements have now come together and provides huge opportunity for service and application providers – also within the financial sector 7
  • 8. For internal usePhysical constraints makes banking simple, relevant andconvenient 8
  • 9. For internal use Pay bills with the camera in your smartphone 9
  • 10. For internal use Immediate user feedback - App Store & Android Market 10
  • 11. For internal use What’s been good - 90 percent of all reviews • Native • “Look and feel” • Performance & responsiveness • The services • Simple, relevant & convenient 11
  • 12. For internal use What can be improved - 10 percent of all reviews • iPad optimization • Include business accounts • Graphical spending report & budgeting • Easy access to account (no NemID) • Improved payment functionalities • Performance on specific Android devices 12
  • 13. For internal use More than 430.000 downloads Android iPhone Total number of downloads in thousands from Sept. 2010 – Oct. 2011, All Nordic brands. 432.300 395.500 363.000 137.600 334.700 123.000 112.000 280.700 100.600 228.700 79.100 61.000 171.000 126.000 43.000 294.700 272.500 234.100 251.000 25.000 201.60060.000 167.700 128.000 101.00060.000Sept 10 Nov 10 Jan 11 Mar 11 May‟11 Jul‟11 Aug‟11 Sep‟11 Oct‟11 Source: ePerfomance 13
  • 14. For internal use# Mobile transactions increases month by monthMobile transactions per month eBank transactions per month220.000 DK 4.000.000 DK200.000 3.500.000180.000 3.000.000160.000 SP*140.000 2.500.000120.000 2.000.000100.000 SP* 80.000 1.500.000 NO 60.000 SE 1.000.000 SE 40.000 NO 500.000 20.000 0 0 Sep Nov Jan Mar May Jul Aug Sep Oct Sep Nov Jan Mar May Jul Sep Oct ‟10 ‟10 ‟11 ‟11 ‟11 ‟11 ‟11 ‟11 ‟11 ‟10 ‟10 ‟11 ‟11 ‟11 ‟11 ‟11 ‟11*SP includes transactions made via mobile web on a PCSource: ePerformance 14
  • 15. For internal use6% of all online transactions are conducted via the Mobile bank appMobile share of total online transactions in September(DK, SE, NO) 6,0% 6% 5,5% 5% 5,0% 4,5% 4% 4,0% 3,5% 3% eBanking 3,0% 2,5% 2,0% 1,5% 1,0% Mobile 0,5% 0,0% Jul Sep ‟10 Nov ‟10 Jan ‟11 Mar ‟11 May ‟11 Jul Sep ‟11 Oct ‟11 „11 „11ePerformance 15
  • 16. For internal use Media results The largest and most positive press campaign for Danske Bank since we started media tracking in 2008 Press coverage in app. 200-220 media reaching potential 19 Mio. readers (TV/radio, national newspapers, regional/local, vertical and online media) 77 percent of all press articles has been positive, 22 percent neutral and Only 1 negative. 1/3 of the social media coverage concerning Danske Bank has been about Danske Mobile Bank. The campaign created the highest number of positive/neutral tweets in 2010 16
  • 17. For internal use Agile development catalyst of a large strategic marketing/ communication campaignSept. 2010 Oct. 2010 Dec. 2010 Feb. 2011 April 2011 May 2011 17
  • 18. For internal use Key take a ways Convenience, relevance and simplicity is key Continuously test during app development – responsiveness is key Choice among multiple mobile platforms Listen to your customers – they may have many of the answers… Small and agile team Mobile is not the answer to everything… in a MCB perspective 18
  • 19. For internal use Customer needs and service offerings will drive interaction Finance Centre eBanking ”I like to handle banking by myself” Mobile Branches Self directed service Contact center ATMs Direct mails Digital letters 19
  • 20. For internal use Customer needs and service offerings will drive interaction Finance Centre eBanking ”Advisory services and personal interaction is what I expect” Mobile Branches Face-to-face service Contact center ATMs Direct mails Digital letters 20
  • 21. For internal use What’s next? Strategic choices – timing, platforms, devices, hybrid, native, browser based etc. Enhance service offerings without jeopardizing simplicity and convenience Utilize the unique features of the smartphones and tablets – Camera, GPS, Touch, etc. Extensive user analysis Integration of a new channel in a multi-channel banking setup Tablets and mobile payments…? 21
  • 22. For internal useCrowd sourcing on Facebook are strengthening developmentand customer loyalty • 3000+ New fans on Facebook strengthening the customer relationship • 281 Ideas from customers to guide the future development on mobile and tablets • 5412 Votes on polls and ideas, qualifying current and future development • 327 Comments on ideas and polls specifying the design of services 22
  • 23. For internal use Innovated by Danske Bank Designed by DesignIT Loved by Danske Bank Customers Contact information: Esben Torpe Jørgensen Mobile: +45 41 95 02 08 Mail: esjr@danskebank.dk 23