Rabo Mobiel The Bank in Your Pocket: Mobile Banking and Payments Innovation
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1. Rabo Mobiel is the mobile virtual network operator of Rabobank, which serves over 7 million customers in the Netherlands. 2. Rabo Mobiel launched in 2005 and provides mobile banking and payment services beyond traditional voice and text, including NFC trials for transit ticketing and vending payments. 3. Rabo Mobiel sees mobile as an opportunity to move customers to the center of the payments ecosystem through a connected device that consolidates cards, payments and identity in one place.
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Rabo Mobiel The Bank in Your Pocket: Mobile Banking and Payments Innovation
- 1. Rabo Mobiel The Bank in Your Pocket Dan Armstrong Rabo Development Pan-African Conference Lusaka, Zambia, 30 November – 01 December 2009
- 4. NL Mobile Marketplace (2009) – MNOs
- 5. NL Mobile Marketplace (2009) – MNO Brands
- 6. NL Mobile Marketplace (2009) – many choices Telecombination
- 7. Breakdown of Different Types of NL Mobile Players Mobile Operators & Branded Offers Full Consumer-Facing MVNOs B2B MNVEs Service Providers/ Resellers ESPs (via MVNEs) ESPs (independent) Telecombination acquired in 2008
- 11. Rabo Mobiel in the Marketplace
- 12. Rabo Mobiel in the Marketplace
- 13. Rabo Mobiel and Local Rabobank Partners
- 16. Rabo Mobiel Milestones Date Milestone August 2005 Begin feasibility phase, market survey, business planning ( MVNO ) Jan 2006 Rabobank gives “green light” for Rabo Mobiel build ( MVNO ) May 2006 Company begins official operation ( MVNO ) Nov 2006 Nation-wide launch of Postpaid services ( MVNO ) Mar 2007 Launch of segment propositions and packages ( MVNO ) May 2007 Launch of NFC payment vending trials (Coca-Cola, FEBO) ( MFS ) Jun 2007 Nation-wide launch of Prepaid services, retail operations ( MVNO ) Dec 2007 Sales growth, pilot group (30) local banks actively selling ( MVNO ) Jan 2007 Completed successful C1000 mobile payments trial (debit) ( MFS ) Feb 2008 First NFC ticketing roll-out (Diergaarde Blijdoorp) ( MFS ) Apr 2008 Transition from Orange network to KPN network, > 100k active clients ( MVNO ) May 2008 Launch Postpaid services in retail ( MVNO ) Jun 2008 Nation-wide launch of Rabo SMS Betalen (P2P payments), AH To-Go Shopping Trial ( MFS ) Jul 2008 120 local banks actively selling ( MVNO ) Dec 2008 >180.000 customers milestone ( MVNO )
- 17. Rabobank Banking & Payment Innovation 1980 1990 2000 2010 1981 – First ATM in NL 1986 – Pin Retail PoS 1989 – Telebanking 1994 – 1st web portal www.tref.nl 1995 – “Rabofoon” IVR Banking 1996 – Internetbankieren launched 1999 – 1st bank WAP site launched (mmm.rabobank.nl) 2003 – Mobielbankieren on i-Mode 2004 – Mobielbankieren launched on Vodafone Live!, Orangeworld, T-zones 2004 – MiniTix Online Launched 2007 – MiniTix SMS 2006 – Open Mobile Internet (OMI) programme launched 2006 – Rabo Mobile launched (world’s first bank MVNO) 2007 – Rabobank / Rabo Mobiel NFC Trials Kick-Off 2008 – Mobielbankieren up to €50k (RR) 2009 – NFC Payments Roll-Out 2008 – SMS Betalen Launched 2005 – Rabo tv 2007 – Rabo Schoolbank NFC Cashless Schools 2006 2007 2008 Postpaid Launch Launch of Segment Packages NFC Trials: Coca-Cola, FEBO Prepaid Launch C1000 NFC Trial 30 Banks Online Diergarde Blijdorp NFC Ticketing Retail Launch Postpaid Retail Launch Orange -> KPN 180k + customers 100k + customers 120 Banks Online SMS Betalen Launch AH To-Go Trial MyOrder Terrace Betalen MIB 6.0 (OMI) MIB 4.1 (RR) Senioren Youth MKB/ZZP Rabo Mobiel B.V.
- 18. A few trials and products 2007-2009 1 2 3 4 5 6 7 8 9 10 12 11 13
- 20. Mobile Applications Projects MiniTix Online (2004-06), MiniTix SMS (2007), SMS Betalen (2008), MiniTix NFC (2008-09) SMS Betalen : Launch of P2P payments directly to/from MSISDNs, Java midlets, iPhone application, online website, MiniTix Merchants (2008) Customer bank account
- 23. SMS Betalen iPhone application
- 24. Mobile Applications Projects NFC Mobile Ticketing: Diergaarde Blijdoorp (2008-09) NFC Fietsenstalling : Eindhoven, Tilburg (2008-09) Rabobank Rotterdam NFC Cashless Schools : kassa’s and vending, ASH, HHS/Redbird (2007-09) NFC Cantina Trials & Roll-Out: Carian/MiniTix (2008-09) NFC Vending Trials: Coca-Cola, FEBO (2007-08) NFC Mobile Domestic Debit Card and Shopping Tool: C1000 (2007-08)
- 25. Mobile Applications Projects Mobile Health: Stichting Diabeter, Health Agency, Achmea (2008-09) Mobile Terrace Payments: MyOrder at various locations (2008-09) Albert Heijn To-Go NFC Shopping : Amsterdam Amstel (2008-09) MiniTix Mobile Merchants: SMS Betalen Java Midlet (2008-09) Mobile Parking: Park-Line (2007) Rekeningrijden: with Rabobank (2008-09)
- 28. Will the current “issuer-centric” world become a “customer-centric” world? Customer needs to go to the bank, request PIN pass, credit cards, changes… Travel to NS for an OV-chipkaart, apply for personalised OV-chipkaart… Pick up loyalty cards at supermarkets and retail locations Different cards, chips for different services… Office Entrance Rabo Mobiel wants to move customers themselves to the centre of the card ecosystem. A connected device, card/ID with a screen and keyboard can help do that… Rabo Schoolbank Public Transport Debit Card Sport Pass Loyalty Credit Cards Member- ship
- 29. Mobile Transactions in 2012? Transactions Menu PIN Menu Back Info 1. USABILITY? - cross-platform - NFC behaviour 2. SECURE TRANSATION KEYS? 3. HARDWARE SECURE ELEMENT? - UICC (SIM card) - hardware - removable memory card 4. SEPA
Editor's Notes
- 28/11/09
- 28/11/09 Introduction to Rabobank and Rabo Mobiel. Focus on tradition of innovation, cooperative bank history and local relevance (aangesloten banken). Rabo Mobiel planning from August 2005 t/m May 2006. Launched 15 November 2006. Rabo Mobiel is a pure GSM Enhanced Service provider (ESP), but with a focus on mobile financial services as a differentiator, for a number of reasons. Next slide with sketch the competitive landscape a bit, banking first, then mobile.
- Rabobank is marktleider in: Hypotheken Sparen Lenen Verzekeren (schade) En tweede: Betalen Beleggen Postbank/ING is marktleider qua fullservicebank/all finanzbank -> huisbankier (3 diensten of meer) Zijstap: All finanz huisbankier zijn zit dus niet in een duur advieskanaal Daarnaast is Rabobank toonaangevend en wint diverse prijzen zoals Beste Website maar ook voor CRM(implementatie), beste lokale KCC, marketing, sponsoring, iDeal, Rabo Mobiel (bestellen&betalen in de Horeca) etc. 28/11/09
- Three GSM “Mobile Network Operators” or MNOs (licence holders) 28/11/09
- However, they also have alternate brands. There are many choices for Dutch mobile consumers. 28/11/09
- All-in-all, the market in The Netherlands is an insanely competitive and commoditised market. Over 40 MVNOs/ESPs and MNO brands to choose from. Both positive and negative elements, naturally. Consumers are used to choosing alternate brands for mobile services, but it’s a noisy market. Differentiation is hard. Tariffs are very low. Handset subsidies still strongly define market offerings (consumers choose an operator based on the phone (free normally) and the in-bundle minute-pricing. 28/11/09
- This is a brief breakdown of the MNOs and their MVNO/ESP customers. Independent ESPs are not using an “Mobile Virtual Network Enabler” (MVNE) service platform, but doing direct integration into the MNOs networks. 28/11/09
- Why be an MVNO/ESP? There are a number of market models around the world. Most try to leverage these sorts of business cases: Telephony – either cheaper/targeted offerings, for students or minorities, roamers, business customers, or femto-cell picocell propositions (sometimes using GSM guardband frequencies, freely available / unlicensed) or carrier pre-selection / existing long-distance or international connectivity, VOIP, etc. – e.g. Tele2, Lebara, Lycamobile, Transatel Retail or other point-of-sale capabilities – Albert Heijn Mobiel, Tesco Mobile, AldiTalk, HEMA Mobile Big brand – Virgin, Disney, ESPN Machine-to-machine – RAM, Merrim, new energy company metre products, rekeningrijden, etc. Reinforce another core business – Rabo Mobiel 28/11/09
- What do you get? Good GSM product, online self-care and management, cheap / cooperative prices, solid / reliable services and quality, plus commitment to mobile financial services. 28/11/09
- Launch billboard ad. Pretty aggressive for a bank actually. Rabobank took Rabo Mobiel very seriously, in the formula, and above-the-line advertising too. 28/11/09
- Some examples of what Rabo Mobiel looked/looks like. 28/11/09
- Some examples of what Rabo Mobiel looked/looks like. 28/11/09
- Some examples of what Rabo Mobiel looked/looks like.
- Some examples of what Rabo Mobiel looked/looks like. - Rabo Mobiel is 4 things at the same time GSM ESP / MVN- makes money as all other ESPs do, funds the development in other areas Product – so channel/communication FROM banks, TO banks (from customers), BETWEEN customers, families, small businesses, leden. Instead of a crappy premium for starting a MKB account, why not get Rabo Mobiel GSM handsets and free Postpaid calling for a year as a premium? Mobiel Incubator (faster development of services, payments and banking applications, propositions and testing user interactivity, security, acceptance, etc.) IPR and knowledge centre, centre of mobile excellence 28/11/09
- Core Rabo Mobiel infra strategy. 28/11/09
- Some key Rabo Mobiel milestones ... But also these fit within the long-term Rabobank history of innovation (NEXT SLIDE) 28/11/09
- Rabobank has been innovating for a long time. Highlights: First ATM in The Netherlands First Internet Banking product, pioneering internet banking in Europe First web portal First WAP site First mobile banking portal iDeal MiniTix First MVNO/ESP 28/11/09
- Some examples of innovation products Rabo Mobiel brought to the market. ORANGE is mobile payments / banking and BLUE is NFC / contactless development. MyOrder – remote payment for terraces, cinemas, bars – with MiniTix & mobile phones (iPhone, Java, SMS) Albert Heijn To-Go NFC trial – using the mobile phone as a shopping list/tool, and payment without standing in a queue Carian NFC Cantina payments – schools, offices – MiniTix integrated into cash registers NFC bicycle storage programme (Tilburg, Eindhoven) Coca Cola NFC trial – mobile phones and Coca-Cola vending machines NFC mobile phones – American School of The Hague (NFC entrance, payments in the cantina, lockers, etc.) NFC ticketing (mobile phones) at Diergaarde Blijdoorp, NFC animal tours (Rotterdam Zoo) FEBO NFC trial – mobile phones and FEBO warm snack vending machines NFC payments (PIN, domestic debit) at C1000 supermarket, included NFC recycling interactive application and charity donations Mobile banking (IVR, SMS, WAP, iPhone, Java) Rabo SMS Betalen (person-to-person payments) with MiniTix, SMS, Java, iPhone, WAP MiniTix SMS / MiniTix Online Rabo Mobiel Parkeren (mobile parking, with partner Park-line) 28/11/09
- Some details on mobile banking 28/11/09
- MiniTix online (2004-06) one-click payments simple authentication payments to €150 automatic upload, customer sets all alerts, settings, etc. connection with current bank account works with all Dutch bank accounts MiniTix SMS (Aug 2007) Rabo SMS Betalen (P2P) (Jun 2008) Rabo SMS Betalen mobile application (Jun 2008) MiniTix NFC (2008-09) NFC cards, NFC mobile phones Being rolled out in schools, theatres, parking, bicycle storage, vending SMS Betalen was designed for P2P and merchants payments – directly to your mobile number Bank-independent and operator-independent payments for small and medium-sized transactions, based on MiniTix Automatic top-up , transferring money back to personal bank account Downloadable SMS Betelan Java Application for easy balance and transfer checks, sending money to friends, and a mobile shop that enables merchant content 28/11/09
- Slide on MiniTix time-line. 28/11/09
- Slide on SMS Betalen functionality. 28/11/09
- SMS Betalen iPhone application 28/11/09
- Some more details on the innovations / trials / product development projects of Rabo Mobiel. 28/11/09
- Some more details on the innovations / trials / product development projects of Rabo Mobiel. 28/11/09
- How to see if trials become products? Try things out, and make the business case based on lessons learned, and/or leverage larger roll-outs (e.g. OV-chipkaart) and create 1+1=3 opportunities. Other industries are KEY! Mobile operators, retail, public transportation, etc. 28/11/09
- Some lessons learned. Key take-aways: Too many products = too much confusion for consumers. Too many channels = also too much confusion. Bank = trust. Key point to always remember for new products. Security is cool, but perception of security is probably more important. 28/11/09
- Do consumers want everything in their mobile phone in the future? Dunno. Maybe, maybe not --- that’s what we’ve been trying to figure out. How far do they want to go? 28/11/09
- But look at all the different phone types / operating systems / etc. Hmmmmm The consumer experience will likely be very different on different phones. The Rabo Mobiel mobile centre of excellence is all about bring that sort of knowledge into the Rabobank. 28/11/09