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Rabo Mobiel, the bank in your pocket
 

Rabo Mobiel, the bank in your pocket

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EFMA Cards and Payments Congress 9 sept 2009, Paris. Becoming a pioneer of mobile financial services: building a new vision of customer choice. Rabo Mobiel: The bank in your pocket. Presentation by ...

EFMA Cards and Payments Congress 9 sept 2009, Paris. Becoming a pioneer of mobile financial services: building a new vision of customer choice. Rabo Mobiel: The bank in your pocket. Presentation by Ruud Olthoff. Contact me for file download.

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    Rabo Mobiel, the bank in your pocket Rabo Mobiel, the bank in your pocket Presentation Transcript

    • Rabobank Rabo Mobiel: the bank in your pocket Audience: EFMA Cards and Payments, Paris Author: Ruud Olthoff, Rabobank Netherlands Contact: r.olthoff@rn.rabobank.nll Date: 9 september 2009
    • Mobile: a channel too big to ignore ~5+ B 5,000 # touch points in the world millions 4,500 3,5 billion active mobiles in the world 4,000 Twice as many as TV’s ~3.5 B 3,500 3 times as many as PC’s 3,000 2,500 2,000 1.5 B 1.4 B 1.3 B 1,500 2008 1B 2013 1,000 300M 500 250K 500K 600K 1M 25M 0 Western Bank Post ATM PoS Broadband PC Landline Credit Television Mobile Union Branch Office Card Traditional channels Consumer Technologies Sources: Financial Services Club, Chris Skinner 2008: CGAP Banking on Mobiles: Why, How, for Whom? Oct 2008, Forrester Research, Internet World Statistics, Bank for International Settlements (BIS) statistics, http://communities-dominate.blogs.com/ Rabo Mobiel B.V. - 22 November 2007 [ Page 2 ]
    • Mobile eats it all Music Camera SMS Radio Apps TV Payments News Shopping Books Coupon Games Navi VoD Search Rabo Mobiel B.V. - 22 November 2007 [ Page 3 ]
    • Mobile will become primary medium ….. and the primary internet access Rabo Mobiel B.V. - 22 November 2007 [ Page 4 ]
    • Mobile banking at the tipping point Rabo Mobiel B.V. - 22 November 2007 [ Page 5 ]
    • Is mobile banking ready for take off?  Obstacles for mobile banking (security, ergonomics, high costs) are disappearing  Bank customers are increasingly enthusiastic about mobile banking  “Mobile banking is under-used by customers and under- exploited by the banks”  Most important services: • Consulting accounts • Receiving alerts • Credit transfer • Making payments EFMA-study Banks and Mobile Telephones (may 2009) Rabo Mobiel B.V. - 22 November 2007 [ Page 6 ]
    • How to organise it? Models for mobile banking and mobile payments : 1. Partnerships between banks and operators 2. The bank becomes an operator 3. Banks without operators 4. Operators without banks (trusted third party) 5. Other players and new entrants (Obopay and PayPal) EFMA-study Banks and Mobile Telephones (may 2009) Rabo Mobiel B.V. - 22 November 2007 [ Page 7 ]
    • Rabobank: 1st European MVNO-bank  Mobile Virtual Network Operator  Combining banking and gsm services on an existing operator platform  In order to promote banking on your mobile and gain revenues from telecom usage ….  and be prepared for the future mobile payments  New company: Rabo Mobiel  Own billing, sales, marketing, customer service, product development, logistics Rabo Mobiel B.V. - 22 November 2007 [ Page 8 ]
    • Rabo Mobiel B.V. - 22 November 2007 [ Page 9 ]
    • What does Rabo Mobiel offer?  Good Value Operator • Flat, inexpensive tariffs • Spend control via mobile • Transparent handset pricing  Mobile Banking • Free subscription to “Rabo Mobielbankieren” • Differentiated mobile banking services • Commitment to innovation  Mobile Internet • 1 MB free national mobile internet per month • Unlimited national mobile internet for €10 per month Rabo Mobiel B.V. - 22 November 2007 [ Page 10 ]
    • Rabo Mobiel combines contact, banking & payments 1. Contact 3. Mobile 2. Mobile Payments Banking Rabo Mobiel B.V. - 22 November 2007 [ Page 11 ]
    • Contact through Rabo Mobiel Mobile handsets pre-installed settings for Rabobank customers Pre-installed “call your own local bank branch” Pre-installed service numbers Online self-care environment with invoices and usage reports and …. Rabo Mobiel B.V. - 22 November 2007 [ Page 12 ]
    • Mobile site Investments site Sports TV R AEX 230,36 MIDKAP 326,75 1 Nieuws 2 Bankieren 3 Beleggen 4 Rabo Sport 5 Rabobank in de buurt 6 Servicenummers 7 Vernieuwen 8 Valutacalculator home Rabo Mobiel B.V. - 22 November 2007 [ Page 13 ]
    • SMS confirmation of banking appointments to decrease “no shows” Van: Rabobank Datum: Confirming appointment 09/09/2009 Bericht: 09 – 09 -2009 Dear Mr. Renkema, Confirmation: T.J. Renkema Tomorrow, Thursday 10 sept. at 14:00, appointment with Pieters Rabo Mobiel B.V. - 22 November 2007 [ Page 14 ]
    • SaldoChecker: two-click account information Saldoinformatie 29 juli 2008, 13:31 uur Saldo Betaalrekening *789 € -134,84 Spaarrekening *476 € 5.134,84 [1] Mobielbankieren [2] Instellen Saldochecker [8] Vernieuwen Disclaimer [0] Rabo Mobiel home Rabo Mobiel B.V. - 22 November 2007 [ Page 15 ]
    • Mobile banking with Rabo Mobiel: SMS Alerts: account information Van: Van: Rabobank Rabobank Datum: Datum: 25/4/2009 25/4/2009 Bericht: Bericht: Rabo Alerts: Rabo Alerts: An amount is added You have reached to your account *045 your lower threshold called salary. on *045 Your current account is Your current account is + 1.545,12 EUR. – 150,12 EUR. Rabo Mobiel B.V. - 22 November 2007 [ Page 16 ]
    • Rabobank Mobile banking  Mobile banking / Mobielbankieren • Simplified internet banking on your mobile • Doing payments on-the-go • Your financial situation always at hand • Grip on calling costs • Stay informed by your bank  Current features • Account information • Transactions overviews • Payments with your phone • Alerts • Phone bill by mobile and internet • Calling costs sms Rabo Mobiel B.V. - 22 November 2007 [ Page 17 ]
    • Payments with Rabo Mobiel: Pilots 4 1 2 3 5 8 6 7 11 12 10 9 13 Rabo Mobiel B.V. - 22 November 2007 [ Page 18 ]
    • Over-the-air payments with SMS betalen (payments) Van: SMSbetalen Datum: 25/4/2009 Naar: Bericht: 6689 Do you want to pay 1,00 euro to Bericht: 06-53149958? 0653149958 1 thanks Check your payment and confirm by sending the word KOMAF within 10 minutes to Rabo Mobiel B.V. - 22 November 2007 [ Page 19 ]
    • SMS betalen (payments) iPhone app: CashMS Rabo Mobiel B.V. - 22 November 2007 [ Page 20 ]
    • My order Mobile ordering and payments Rabo Mobiel B.V. - 22 November 2007 [ Page 21 ]
    • Rabo Mobiel Implementation Strategy  Stick to core Rabobank values • Trust, security • High-quality, easy-to-use, reliable services • Great value, inexpensive • Cooperative bank values  Mobility can target new segments • Lower-value banking customers • Customers in major cities • Young people, minorities  Speed • Close partnership with the Rabobank • Independent systems and processes to gain speed Rabo Mobiel B.V. - 22 November 2007 [ Page 22 ]
    • Lessons learned Supply-side barriers can be lowered by integrating banking and operator services: pre-installation, integrated customer experience, joint innovation Rabo Mobiel has given Rabobank a first mover advantage and has added to Rabobank’s innovative image A separate telecom banking unit: • adds a revenue stream, but requires investments and a longer term strategic view • adds speed and in the short term, but later requires integration efforts within the bank Mobile payments are seen as the “killer app”, but still await a major breaktrough Rabo Mobiel B.V. - 22 November 2007 [ Page 23 ]
    • Thanks! Ruud Olthoff Rabobank Nederland r.olthoff@rn. rabobank.nl +31 6 51 498 178 More material on www.rabomobiel.nl Rabo Mobiel B.V. - 22 November 2007 [ Page 24 ]