1. NetBank Case Study
Institute of Technology Blanchardstown
Michael Igbinovia
Jack Mulkearn
Pauline Mulvaney
Antony Alú
Mursal Mohmand

2. AGENDA
► SWOT / SCOT Analysis
► Potential Implications to Client and Revenues to Increase Fees
► Fee Implication
► Communicating Fee Changes to Customers
► Creating New Customer Value for Money & Technological Capabilities (Remote Deposit
Capture)
► Marketing Strategy to Welcome Hometown Customers
► Conclusion
05 February 2015 NetBank Case StudyPage 1

3. SWOT / SCOT Analysis
Strengths
►Competitive Interest Rate
►No Fee
05 February 2015 NetBank Case StudyPage 2
Weaknesses / Challenge
►No Mortgage/ Loan Experience
►Three Day Deposit Process & No
Cash Deposit
►No Targeting of Older Customers
Opportunities
►Implementation of RDC - VoIP
►Person to Person Contact
►Target Mortgage and Home Loan
Sector
Threats
►Security / Data Protection
►Limited Speed for Mobile Banking
►New Competitors

4. Remote Deposit Capture (RDC) – 250 FI’s Surveyed
► Adoption
► 66% Currently Offer RDC, 33% Plan To
► 37% Offer It to Business Customer – Potential for Growth
► Perception
► 90% Of Respondents Said Benefits Outweighed Risk
► 95% Indicated Losses Were Below Established Thresholds
► Risk Mitigation
► 80% Reported No Losses
► 61% Set Customised Limits to Reduce Risk
► Fund Availability
► 28% Same Day
► 51% Next Day
► 16% Two Days
05 February 2015 NetBank Case StudyPage 3
(According to www.Bloomberg.com)

5. Communicating Fee Changes
“A customer focused culture is a business opportunity that should not be overlooked”
► Genuinely Interact With Your Customer
► Offer Person to Person Communication Through Freephone
► Build Trust
► Keep Customers Informed – Demonstrate Value for Money
► Send the Direct Information Through the App Regarding The Charges
► Staggered Charge Increase for NetBank Customers
05 February 2015 NetBank Case StudyPage 4
(According to Financial Times, 2014)

6. Current Means of Communication for Existing customers
05 February 2015 NetBank Case StudyPage 5

7. Impact of an Increase in Banking Fees
Client
►Potential Maximum Fee charged for client (based on HomeTown current fees)
► Current Account – Additional €10 per month charge
► Savings Account – Additional €15 per month charge
► Potential for customers to switch
►NetBank revenue
► Potential Threat
05 February 2015 NetBank Case StudyPage 6
(Banking Payments Federation Ireland, 2015)

8. Welcoming Hometown Customers
►Direct Mail
► Targetable
► Personal
► Last Longer
► Proven
►Event as per Invited in Direct Mail
► Customer Offered Smart-phone
► Offered Refreshments
► Educated to Use Online Application
05 February 2015 NetBank Case StudyPage 7
(According to www.Bloomberg.com)

9. Conclusion
►SWOT / SCOT Analysis
► Strengths – Reasonable Interest Rate
► Weaknesses – No Loans & Mortgages
► Opportunities – Access New Demographic
► Threats – Data Protection & Low Barriers to Entry
►Implication for Client & Revenue
►Informing NetBank Customers of Changes
►Marketing Strategy to Inform HomeTown Customers
05 February 2015 [NetBank Case Study]Page 8