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Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
Small Business Banking webinar, November 30, 2010 by David Singh
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Small Business Banking webinar, November 30, 2010 by David Singh

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Learn how to transform your Small Business Banking eChannel from a commodity to a unique differentiator through customer engagement. We will present several dramatic transformations from typical, …

Learn how to transform your Small Business Banking eChannel from a commodity to a unique differentiator through customer engagement. We will present several dramatic transformations from typical, stodgy online banking sites into true collaborative Web 2.0 financial portals. A Small Business Banking customer can now have an online toolset that delivers relevant and customized information and personalized financial guidance.

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  • 1. From Commodity to Differentiator: Transforming Your Small Business Banking Online ChannelDavid SinghVP of Strategic Accountsdavid@backbase.com
  • 2. The Quiet Truth about Small Business Banking
    All Online Offerings are Essentially the Same
    The same look-and-feel
    The same products
    The same capabilities
    The same Client Experience
    But Small Business Banking is no longer a commoditized process with Clients simply looking for the best rate
    They are seeking a Trusted Relationship with their Bank
  • 3. How can your online offering stand apart from the Competition?
  • 4. The Next-Generation SBB Online Offering
    The Core Products are the Commodities
    The Client Experience is the Differentiator
    Be relevant to Client needs
    Proactively provide guidance, advice, and coaching
    Extend the personal relationship through a scalable channel
    Offer a trusted relationship to Clients
    Engage and Delight your Clients
    Help Clients grow and prosper
  • 5. Today’s Agenda
    How Can You Transform Your Online Client Experience?
    Small Business Banking – The Current Situation
    What Clients Want from the Online Channel
    Six Capabilities to Quickly Differentiate Your Online Channel
    Jumpstarting the Transformation of your Online Channel
  • 6. Who is Backbase?
    We help banks transform their online channel into a unique and engaging Client Experience through technology and services
  • 7. We Address the Needs of All Stakeholders
    Your Clients want a solution that is engaging, delightful, and relevant
    Your Businesswants a solution that is adaptable, extensible, and unique
    Your IT Team wants an unobtrusive, flexible, and modern solution that fits within the existing IT constraints
  • 8. We Have Worked with Many Organizations
  • 9. But this isn’t a vendor demo….
    Email me at:david@backbase.comorrequest@backbase.com
  • 10. Small Business Banking – The Current Situation
  • 11. J.D. Powers and Associates 2010 SBB Study
    Satisfaction and loyalty of Clients continues to decline
    Only 19% of Clients “definitely will” use their bank for additional products
    Satisfaction is highest among Clients who feel they have a collaborative partnership with their bank
  • 12. Forrester Research – General SBB Attitudes
    North American TechnographicsBanking Online Survey
  • 13. Forrester Research – SBB Online Activity
    North American TechnographicsBanking Online Survey
  • 14. Forrester Research– Missed Opportunities
    North American TechnographicsBanking Online Survey
  • 15. Forrester Research – The Blunt Facts
    North American TechnographicsBanking Online Survey
  • 16. The Root Cause – An Inside-Out Approach
    A One-Size-Fits-All Solution
    Available Technology focused simply on web-enabling banking systems
  • 17. The Solution – An Outside-In Approach
    A My-Size-Fits-Me Solution
    Focus on your Clients’ Needs and your Business Objectives…
    and customer-enableyour systems
  • 18. What Clients Want from the Online Channel
  • 19. Mark, CEO of a High Tech Start-up
    “I chose Bank of America since I have my personal account with them.”
    “My bank doesn’t give me the information that I need at my fingertips.”
    “I understand that I’m not a $100M client, but can I get a little personal attention when I am in need?”
    “I expect to be successful, and when that happens, I know that my bank did nothing to earn my continued business.”
  • 20. Rebecca, Owner of a Cupcake Bakery
    “I chose HSBC because my father is a HSBC SBB client.”
    “I have made a risky career change, and I wish my bank could help me make the important decisions.”
    “I get no financial guidance from my bank. I get it from my Dad or Google.”
  • 21. Kelly, Owner of a Fashion Boutique
    “I bank with JP Morgan Chase since I have my personal account with them.”
    “I can tell how much my bank values me when I have a question and try to call customer service.”
    “I do my financial planning in other tools, not on my banking site.”
    “I have no loyalty to my bank, because they don’t know who I am.”
  • 22. Ryan, Owner of a Home Renovation Firm
    “I selected Bank of the West due to a personal recommendation.”
    “I am not an Accountant, and I don’t feel that my bank provides me with any help or assistance.”
    “I don’t know what my bank has to offer to make me successful.”
  • 23. So Why Can’t My Bank…
  • 24. …Provide a My-Size-Fits-Me Experience?
  • 25. …..Put Me in Control?
  • 26. …Easily Help Me Find What I Need?
  • 27. …be Simple to Use?
  • 28. …Offer Unparalleled Personal Service?
  • 29. …be Fun and Engaging?
  • 30. It Is Possible!
  • 31. Six Capabilities to Quickly Differentiate Your Online Channel
  • 32. 1. Personalized Client Dashboard
  • 33.
  • 34. Personalized Client Dashboard
    Information at the Clients’ Fingertips:
    Provide a single snapshot view of all of the important information that your Client needs to know
    Custom Tools, Premium Services, and Upselling Messages:
    Push out relevant information to the Client by leveraging what you already know about them
    Put the Client in Control:
    Allow your Client to further tailor their Dashboard to meet their needs (e.g. new tabs, new tools, preferred layout, etc.)
    A Rich Web 2.0 Experience:
    Engage and Delight your Customers with a compelling experience (e.g. Single Page Interface, Drag and Drop, Animations, etc.)
  • 35. 2. SBB Finance Management Tools
  • 36.
  • 37. SBB Finance Management Tools
    Keep Your Clients on Your Site:
    Why let your Clients go to a 3rd Party Solution when you can provide them with a one-stop-shop?
    Provide Mutually-Beneficial Guidance:
    Leverage FM Tools to upsell and cross-sell Clients to other products and solutions
    Learn from Your Clients:
    Examine Client behavior and trends to understand their concerns and issues
    Offer Premium Services:
    Offer additional tools at a premium cost
  • 38. 3. Personal Online Advisor
  • 39.
  • 40. Personal Online Advisor
    Leverage Limited Resources:
    Relationship Management isn’t just for your largest Clients – Utilize a Small Number of Resources to provide on-demand assistance through the web for everyone
    Availability Based Upon Segmentation:
    Initially roll-out the offering based upon entitlements of the Client and expand the capability as you grow
    Build the Personal Relationship:
    Let your Clients see how you value their relationship and what they can expect as they grow
  • 41. 4. Relevant Guidance and Advice
  • 42.
  • 43. Relevant Guidance and Advice
    Personalization:
    Utilize the information that you know about your Client to proactively ascertain their needs and push out relevant content
    Subscriptions:
    Allow your Clients to subscribe to topics of interest to them
    Faceted Search and Share:
    Allow your Client to easily search and view relevant articles and share that information with others
    Integrate 3rd Party Information:
    Leverage and incorporate third party guidance and advice to provide your Client with the information that they need
  • 44. 5. Live Assistance
  • 45. Live Assistance
  • 46. Live Assistance
    On-Demand Support:
    Bring the human element back into the online channel to build a tighter relationship with your Client
    Integrate Click-to-Call and Click-to-Chat with Co-Browsing:
    Allow Support Agents to view the Customer’s web session and direct them visually to the right answers and information
  • 47. 6. Integrated Mobile Experience
  • 48.
  • 49. Integrated Mobile Experience
    Extend the Experience with Additional Touch Points of Value:
    Deliver a useful and user-friendly mobile experience to increase the touch points between you and your Client
    Provide a Consistent Cross-Platform Experience:
    Ensure that your mobile capabilities match your desktop browser capabilities
    Build Once – Deploy on Multiple Platforms:
    Have a single project effort to develop capabilities that are portable and platform-agnostic
  • 50. Six Differentiators for a WOW Client Experience
    Personalized Client Dashboard
    SBB Finance Management Tools
    Personal Online Advisor
    Relevant Guidance and Advice
    Live Assistance
    Integrated Mobile Experience
    “ This sounds great, but how can I easily get this implemented within my organization?”
  • 51. This is where
    Backbase comes
    into play
  • 52. Backbase Next-Generation Portal
    Our solution allows you to add these capabilities on top of your existing systems without requiring any backend re-architecting.
    With Backbase, you don’t need to modify your existing core banking systems – we utilize what you currently have.
    We place a loosely-coupled, rich presentation layer on top of your current systems.
    We allow you to provide these innovative capabilities quickly and easily within your current environment.
  • 53. Jumpstarting the Transformation of Your Online Channel
  • 54. The Potential Pitfalls
    Lack of Organizational Ambition
    Lack of Focus on the Client
    Lack of Business Empowerment
    Lack of Executive Support
    Lack of IT Belief
  • 55. Cookbook for Quick Success
    Assess your current offering to identify the deficiencies between your current state and your desired objectives
    Perform user experience research on a sampling of your Clients to understand what they need from you
    Construct a prototype to paint a vision of what is possible
    Build internal consensus and support with the Executive Team
    Win over IT detractors by reusing your existing assets and leveraging a loosely-coupled rich presentation layer
    Continuously analyze and optimize to always stay on top
  • 56. About Backbase
  • 57. We Deliver Portal Solutions for Financial Services
  • 58. Our User-Centered Approach is Unique
    • Like a major design agency, we focus on understanding the needs of your Clients and the needs of your Businessto define the best possible user experience
    DISCOVERY RESEARCH CONCEPT PROTOTYPE EVALUATE
  • 59. Our Specialized Technology is Unique
    Gartner calls Backbase a “Portal-less Portal”
    Our solution enables banks to quickly implement a rich presentation layer on top of existing backend systems
    Gartner states that our approach will surpass the traditional portal approach by the year 2015
  • 60. We Work Globally
  • 61. The Industry Recognizes Us as a Top Innovator
  • 62. And We Help Top Organizations Innovate
    FINANCIALS
    TELECOM
    GOVERNMENT
    HIGH TECH
  • 63. Our Goal
    Transform your
    online channel
    into a Customer Engagement Platform
  • 64. Our Vision – Outside-In Customer Engagement
    OUTSIDE-IN
    APPROACH
    Customer
    Engagement
    CUSTOMER
    EXPERIENCE
    WEB
    ENABLEMENT
    INTERNAL
    SYSTEMS AND PLATFORMS
    INSIDE-OUT
    APPROACH
  • 65. Our Vision – Unify Disparate Systems in the UX Layer
    Branch
    Front-end
    Public
    Website
    Online
    Banking
    Call Center
    Front-end
    Customer Engagement Portal
    Advisory Tools
    Business Rules
    Simulation, Calculators, …
    1:1 customer treatment
    (targeting, segmentation)
    Reusable
    Widgets
    Content
    Customer Profile
    Consistent across Channels
    collect customer preferences
    (implicit & explicit)
    Core Banking
    Other Back-end Functions
    3rd Party Functions
    Transactional
    CRM, …
    PFM, …
  • 66. Our Vision – Provide a Multi-Channel Experience
  • 67. Customer
    In Control
    Superior
    Experience
    Personalization
    & Targeting
    Any Place
    Any Device
    Cross-Channel
    Integration
    Social
    Integration
    Easy Portal
    Management
    Interactive Forms
    & Advisory tools
    Customer Engagement Platform
    Our Vision – Integrated Customer Experience Platform
    Web Site 1.0
    Core Banking Systems & Processes
  • 68. Our Offer to You
    Let Us Help You with the Transformation:
    Let’s Do an Assessment of Your Online Offering
    Let’s understand your strategic Business Objectives
    Let’s understand your Client Needs
    Let’s build a Concept Car to show your organization what is possible
    Let’s transform your Online Offering from a Commodity to a Differentiator
  • 69. Thank You!
    WWW.BACKBASE.COM
    REQUEST@BACKBASE.COM
    SAN FRANCISCO: +1 866 800 8996
    AMSTERDAM: +31 (0)20 465 8888

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