Len Pienaar Gmsa Workshop 2009 04 15

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Len Pienaar, CEO: Mobile and Transact Solutions for First National Bank (FNB) – a division of FirstRand Bank Limited, South Africa. See http://thefinanser.co.uk/fsclub/2009/06/there-are-loads-of-discussions-about-mobile-financial-services-right-now-not-least-at-the-financial-services-club-for-examp.html for more information.

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Len Pienaar Gmsa Workshop 2009 04 15

  1. 1. FNB Mobile & Transact Solutions Len Pienaar CEO: FNB Mobile & Transact Solutions
  2. 2. FNB Cellphone Banking Also available Also available in Namibia & Also available (Zambia Botswana, Leso in Namibia and May09) tho & Botswana Swaziland (Zambia (Zambia May09) May09) First National Bank – a division of FirstRand Bank Limited 2 An Authorised Financial Services Provider.
  3. 3. Performance How is Cellphone Banking doing? First National Bank – a division of FirstRand Bank Limited 3 An Authorised Financial Services Provider.
  4. 4. First National Bank – a division of FirstRand Bank Limited 4 An Authorised Financial Services Provider.
  5. 5. Fast Facts 1. In December 2008 FNB sent 67 million SMSs First National Bank – a division of FirstRand Bank Limited 5 An Authorised Financial Services Provider.
  6. 6. Fast Facts 1. In December 2008 FNB sent 67 million SMSs 2. In February 2009 45 000 new customers started using our full Cellphone Banking service First National Bank – a division of FirstRand Bank Limited 6 An Authorised Financial Services Provider.
  7. 7. Fast Facts 1. In December 2008 FNB sent 67 million SMSs 2. In February 2009 45 000 new customers started using our full Cellphone Banking service 3. In February 2009 70 000 new customers started using our new inContact interactive Cellphone Banking service First National Bank – a division of FirstRand Bank Limited 7 An Authorised Financial Services Provider.
  8. 8. Fast Facts 1. In December 2008 FNB sent 67 million SMSs 2. In February 2009 45 000 new customers started using our full Cellphone Banking service 3. In February 2009 70 000 new customers started using our new inContact interactive Cellphone Banking service 4. At the end of February 2009 FNB had 1.29 million customers registered for our various interactive Cellphone Banking services First National Bank – a division of FirstRand Bank Limited 8 An Authorised Financial Services Provider.
  9. 9. Fast Facts 1. In December 2008 FNB sent 67 million SMSs 2. In February 2009 45 000 new customers started using our full Cellphone Banking service 3. In February 2009 70 000 new customers started using our new inContact interactive Cellphone Banking service 4. At the end of February 2009 FNB had 1.29 million customers registered for our various interactive Cellphone Banking services 5. In December 2008 FNB processed 4.5 million transactions through our various interactive Cellphone Banking services First National Bank – a division of FirstRand Bank Limited 9 An Authorised Financial Services Provider.
  10. 10. Fast Facts 1. In December 2008 FNB sent 67 million SMSs 2. In February 2009 45 000 new customers started using our full Cellphone Banking service 3. In February 2009 70 000 new customers started using our new inContact interactive Cellphone Banking service 4. At the end of February 2009 FNB had 1.29 million customers registered for our various interactive Cellphone Banking services 5. In December 2008 FNB processed 4.5 million transactions through our various interactive Cellphone Banking services 6. In December 2008 FNB processed transactions worth R600 million through our various interactive Cellphone Banking services First National Bank – a division of FirstRand Bank Limited 10 An Authorised Financial Services Provider.
  11. 11. Registered base in SA 1,400,000 1,200,000 1,000,000 800,000 600,000 400,000 200,000 0 First National Bank – a division of FirstRand Bank Limited 11 An Authorised Financial Services Provider.
  12. 12. Cellphone Banking Growth in SA 700. 5,000,000 Millions 4,500,000 600. 4,000,000 500. 3,500,000 3,000,000 400. 2,500,000 300. 2,000,000 200. 1,500,000 1,000,000 100. 500,000 0. - Total Value of Transactions (Val) Total Number of Transactions (Vol) First National Bank – a division of FirstRand Bank Limited 12 An Authorised Financial Services Provider.
  13. 13. First National Bank – a division of FirstRand Bank Limited 5/20/2009 13 An Authorised Financial Services Provider.
  14. 14. Cellphone Banking Technology Transaction Volumes per Bearer 100% 90% 80% 70% 60% 50% 40% 30% Expect 20% Popularity to grow 10% 0% Jun '05 Sep '05 Jun '06 Sep '06 June '07 Sept '07 Jun '08 Sept '08 Mar '05 Dec '05 Mar '06 Dec '06 Mar '07 Dec '07 Mar '08 Dec '08 MO SMS Volume WAP Volume USSD Volume First National Bank – a division of FirstRand Bank Limited 14 An Authorised Financial Services Provider.
  15. 15. It is not only about Prepaid Over R500m Prepaid 13% per month and growing Based on value First National Bank – a division of FirstRand Bank Limited 15 An Authorised Financial Services Provider.
  16. 16. Prepaid Services are Key Payments Transfers Prepaid Balance Enquiry Other First National Bank – a division of FirstRand Bank Limited 16 An Authorised Financial Services Provider.
  17. 17. FNB “Prepaid” sales growth First National Bank – a division of FirstRand Bank Limited An Authorised Financial Services Provider.
  18. 18. R M il l io n s Ap r' 0 5 Ju n e '0 5 Au g' 0 5 Oc An Authorised Financial Services Provider. t' 0 5 De c' 0 5 F eb '0 5 Ap r '0 6 First National Bank – a division of FirstRand Bank Limited Ju n Internet '0 6 Au g' 0 6 Oc t '0 6 De c '0 6 Mobile Banking F eb '0 7 Ap r' 0 7 Ju n Total ATM '0 7 Au g' 0 7 Oc t' 0 7 De c '0 7 F eb '0 8 Ap r' 0 8 Ju n '0 8 Au g' 0 8 Oc t' 0 8 De c' 0 8 F eb '0 9 “Prepaid” Sales on Cellphone Banking 18
  19. 19. Prepaid campaign 2008/2009 First National Bank – a division of FirstRand Bank Limited 19 An Authorised Financial Services Provider.
  20. 20. Data Bundles Internet Mobile Banking R Millions Jun'07 Sept '07 Dec '07 Mar'08 Jun'08 Sep'08 Dec'08 Mar'09 First National Bank – a division of FirstRand Bank Limited 20 An Authorised Financial Services Provider.
  21. 21. Electricity Internet ATM Mobile Banking R Millions First National Bank – a division of FirstRand Bank Limited 21 An Authorised Financial Services Provider.
  22. 22. Cell Pay Point Online merchants First National Bank – a division of FirstRand Bank Limited 22 An Authorised Financial Services Provider.
  23. 23. FNB Cell Pay Point 8 '0 8 8 t '0 8 '0 9 8 '0 8 '0 8 '0 9 '08 '0 8 8 8 r '0 8 r '0 9 g '0 r '0 v '0 c '0 y '0 J ul J an F eb J un F eb S ep Oc Ap J an Ma Ma Au No De Ma First National Bank – a division of FirstRand Bank Limited 23 An Authorised Financial Services Provider.
  24. 24. Cell Pay Point Account Split Credit Card, 6% Debit Card, 94% First National Bank – a division of FirstRand Bank Limited 24 An Authorised Financial Services Provider.
  25. 25. What else can you sell on Cellphone Banking  Cross selling financial products:  We have successfully opened savings accounts  We are (un) successfully selling transactional products  We are successfully offering micro loans  We are selling (opening) and funding:  TAB “prepaid” accounts  MXIT “prepaid” accounts (mobile IM portal) First National Bank – a division of FirstRand Bank Limited 25 An Authorised Financial Services Provider.
  26. 26. First National Bank – a division of FirstRand Bank Limited An Authorised Financial Services Provider. MATS Expansion 26
  27. 27. FNB MATS African Footprint Botswana: •InContact Zambia: •CBI •InContact •Prepaid airtime •CBI •CBB •Prepaid airtime Namibia: •InContact •CBI Swaziland: •Prepaid airtime •InContact Lesotho: •InContact Cross border airtime: • Namibia • Lesotho (May) First National Bank – a division of FirstRand Bank Limited 27 An Authorised Financial Services Provider.
  28. 28. Consolidated CBI base Non SA First National Bank – a division of FirstRand Bank Limited 28 An Authorised Financial Services Provider.
  29. 29. CBI Non SA Volumes and Values First National Bank – a division of FirstRand Bank Limited 29 An Authorised Financial Services Provider.
  30. 30. Benefits Cellphone Banking, from a customer perspective? First National Bank – a division of FirstRand Bank Limited 30 An Authorised Financial Services Provider.
  31. 31. Cellphone Banking makes banking cheaper First National Bank – a division of FirstRand Bank Limited 31 An Authorised Financial Services Provider.
  32. 32. What do our Customer think?  Voice of Customer and Buzz Barometer 2008 Quarter 4  Research purpose to develop the Cellphone Banking model in line with changes in the industry and customer acceptance  To measure the Cellphone Banking bearers - USSD, WAP (not including MO SMS) usage characteristics  This is internal research, commissioned and paid for by FNB First National Bank – a division of FirstRand Bank Limited 32 An Authorised Financial Services Provider.
  33. 33. Cellphone Banking split of active base Active Base - Feb 2009 Consumer 42% Smart 58% First National Bank – a division of FirstRand Bank Limited 33 An Authorised Financial Services Provider.
  34. 34. There is high usage of non-traditional transactional channels … FNB has highest penetration of Cellphone and Online Banking Cellphone Banking and Online Awareness and Usage 50 % 47 46 45 40 35 30 25 23.0 20 16.0 15 10 Awareness Usage 5 Cellphone Online 0 n=1504 n=758 n=1804 n=1306 This includes frequent and very frequent use (from once a week to daily) Source: Consumer Market Tracker 2008; DWS
  35. 35. New Cellphone Banking registrations First National Bank – a division of FirstRand Bank Limited 35 An Authorised Financial Services Provider.
  36. 36. Service Problem Categories 2008 Q4 First National Bank – a division of FirstRand Bank Limited 36 An Authorised Financial Services Provider. 20 May 2009 36
  37. 37. Key Drivers Analysis: Q1 VS Q 2 First National Bank – a division of FirstRand Bank Limited 37 An Authorised Financial Services Provider. 20 May 2009 37
  38. 38. Key Drivers cont… “ What-to-Fix” Matrix – 2008 Q4 Primary Focus Strength Focus SATISFACTION Ease of use - Menu based (91.1) Affordability (88.1) Trust (89.1) Time (86.6) Understanding (80) IMPORTANCE IMPORTANCE Needs catered for (85.2) Availability (87.2) SATISFACTION Secondary Focus Maintenance Focus First National Bank – a division of FirstRand Bank Limited 38 An Authorised Financial Services Provider.
  39. 39. Thank You

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