SMARTPHONE BANKING LAUNCH BY A LEADING BANK IN GREECE         • How we started, where we are now, how we stand           a...
Sotiris Sirmakezis                    Deputy General Manager87, Sygrou Ave., 117 45 Athens, Hellas, Tel.: +30 210 9294065F...
1 OUR SPONSOR AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD O R AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD OUR SPON...
OUR SPONSOR AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD O R AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD OUR SPONSO...
Piraeus Group timeline                                                                    International          Piraeus  ...
Penetration in Greece      Mobile phone        Personal Computer   Internet usage      Online shopping   Double/Triple Pla...
WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED W  STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE ...
Building the Electronic “Bank”              Mutual Consumer Credit               Funds   Loans                            ...
Coaching                                         Customer           Operations        New        Experience               ...
Web Banking                 Cards Online       Mobile BankingCHANNELS            PERSONAL        BUSINESS      INTERNET   ...
Public Web SitesONLINE SALES                 www.winbankdirect.gr                             www.piraeusbank.xx          ...
BUILDING THE INFRASTRUCTURE: CHANNELS BUILDING THE INFRASTRUC  INFRASTRUCTURE: CHANNELS BUILDING THE INFRASTRUCTURE: CHANN...
Internet Banking Cards Online               Mobile Banking PERSONAL      BUSINESS      INTERNET          SMARTPHONE ONLINE...
Piraeus Bank                   Other Domestic Bank’s                           Foreign Bank’s Customers:            Custom...
ADDED VALUE: CREATING MULTI-CHANNEL SERVICES ADDED VALUE: CRE CREATING MULTI-CHANNEL SERVICES ADDED VALUE: CREATING MULTI-...
easypay kiosks                                        CASH PAYMENTS                                        TICKETS, PASSBO...
1Web Banking                   Mobile Banking              Phone Banking                 2002Alerts
Alerts are multi-channel     Notification                 Administration     • Text message               • Branch        ...
Alerts: examples                   WINBANK ALERT                   EK - TAM                   BILL PAYMENT                ...
Types of alerts  • Pre-emptive for Post-Dated Orders     • Before due date: Funds unavailable, order might not be executed...
2Web Banking              Phone Banking                 2005              paycenter       easypay web
easypay: Multiple Features Multiple Business Partners       Public Utilities (electricity, gas, water…)       Standard T...
Biller    categoriesRegisteredpayers area
Select“TELECOMS”             Select Biller:             VODAFONE
Card “e- POS”(via paycenter)
2Web BankingATM Network          easypay kiosks              2006                     easypay web
easypay machine                  • Cash payments only. Later: CAT functionality                    (Cardholder-Activated T...
easypay machine: user interface
Ticketing & Passbook printing              Ticket sales              • Fun & entertainment transaction              • Incr...
easypay machines: customer satisfaction    Very Satisfied (+2)                    90          Satisfied (+1)        8     ...
easypay machines: share of transactions                                      Cash Deposits           8,4%                 ...
2       Mobile Banking2011       easypay web       easypay mobile
easypay mobile on iPhone & Android
easypay mobile on iPhone & Android
easypay mobile on iPhone & Android
3Web Banking                     Mobile BankingATM Network   Phone Banking     easypay kiosks                 2006        ...
Air-time Top-up Architecture
Air-time Top-up Interfaces (web banking)
Air-time Top-up Interfaces (ATM & easypay)
Air-time Top-up Interfaces (sms banking)
4Web BankingATM Network     Phone Banking                   2007Debit CardweBuy Prepaid
weBuy Virtual Prepaid Card
weBuy Virtual Prepaid Card: why & what• Fear to use credit cards on-line   • MasterCard• Many phishing attacks            ...
5Web BankingATM Network   Phone Banking                 2007Debit CardAlerts                        Instant Cash
How INSTANT CASH works          Sender                           Recipient                                    (may be same...
Bank                              accountAmount                                        Recipient’s INSTANT CASH           ...
Get Instant Cash: Idle Loop
Get Instant Cash: step 1/3
Get Instant Cash: step 2/3
Get Instant Cash: step 3/3
5       Mobile Banking2011       Instant Cash          ATM, WEB          PHONE          SMARTPHONES
Instant Cash on iPhone & Android
Instant Cash on iPhone & Android
Instant Cash on iPhone & Android
Instant Cash on iPhone & Android
MEASURING SUCCESS: QUANTITY AND QUALITY MEASURING SUCCESS: Q SUCCESS: QUANTITY AND QUALITY MEASURING SUCCESS: QUANTITY ANU...
The winbank timeline                                 alerts on accounts                           air-time top-up         ...
Quality: 3rd-party evaluations        Greece                      Europe                          World                   ...
Quality: Customers’ opinions                           Customer satisfaction surveys                   100%               ...
Quality: Customers’ testimonials…@winbank_tweets called me on                                        @winbank_tweets Yet a...
Distribution of transactions 2010: machines
Distribution of transactions 2010: web banking
FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER?  Y BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALL...
What we’ll talk abouta. Our sponsor. Piraeus Bank: history and datab. Where it all started. winbank: the “electronic arm” ...
We         our customers!  On average, web banking users (as compared to non-users)…...own   187% moreproducts!           ...
The importance of added-value services (1/3)• Revenues    Channels: Low cost sources for existing revenues      • Web Ban...
The importance of added-value services (2/3)• Positive customer experiences• Increased satisfaction• Stickiness• Higher lo...
The importance of added-value services (3/3)  • Pace of buying new products gets                                          ...
1OYEARSMISSION : :IMPOSSIBLE ?MISSION e-POSSIBLE !
How to (and why) improve customer experience through value-adding, multi-channel, electronic banking services
How to (and why) improve customer experience through value-adding, multi-channel, electronic banking services
How to (and why) improve customer experience through value-adding, multi-channel, electronic banking services
How to (and why) improve customer experience through value-adding, multi-channel, electronic banking services
How to (and why) improve customer experience through value-adding, multi-channel, electronic banking services
How to (and why) improve customer experience through value-adding, multi-channel, electronic banking services
How to (and why) improve customer experience through value-adding, multi-channel, electronic banking services
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How to (and why) improve customer experience through value-adding, multi-channel, electronic banking services

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Presentation given at the "2nd Retail Banking Conference" in Nicosia, Cyprus on 7 October 2011. Organized by IMH Consulting Ltd.

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How to (and why) improve customer experience through value-adding, multi-channel, electronic banking services

  1. 1. SMARTPHONE BANKING LAUNCH BY A LEADING BANK IN GREECE • How we started, where we are now, how we stand against our competition • Dilemmas, trials-and-errors, mistakes and successes • The results so far and the lessons learned • Going ahead: next steps • Questions & AnswersSOTIRIS SIRMAKEZIS | DEPUTY GENERAL MANAGER | eBUSINESS SECTOR | PIRAEUS BANK
  2. 2. Sotiris Sirmakezis Deputy General Manager87, Sygrou Ave., 117 45 Athens, Hellas, Tel.: +30 210 9294065Fax: +30 210 9294020, e-mail: sirmakezis@winbank.gr DIRECT SERVICES Sotiris Sirmakezis Managing Director 8, Gamveta St., 114 50 Athens, Hellas. Tel.: +30 210 9294065 Fax: +30 210 9294020, e-mail: sirmakezis@winbank.gr
  3. 3. 1 OUR SPONSOR AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD O R AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD OUR SPONSORPONSOR AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD OUR SPO 2 WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED W ALL STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE IT AE IT ALL STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE I 3LDING THE INFRASTRUCTURE: CHANNELS BUILDING THE INFRASTRUCTUR CHANNELS BUILDING THE INFRASTRUCTURE: CHANNELS BUILDING THE IN BUILDING THE INFRASTRUCTURE: CHANNELS BUILDING THE INFRASTRUC 4 CREATING MULTI-CHANNEL SERVICES ADDED VALUE: CREATING MULTI-CHCHANNEL SERVICES ADDED VALUE: CREATING MULTI-CHANNEL SERVICES VALUE: CREATING MULTI-CHANNEL SERVICES ADDED VALUE: CREATING M 5 MEASURING SUCCESS: QUANTITY AND QUALITY MEASURING SUCCESS: Q UANTITY AND QUALITY MEASURING SUCCESS: QUANTITY AND QUALITYUCCESS: QUANTITY AND QUALITY MEASURING SUCCESS: QUANTITY AND QER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTH
  4. 4. OUR SPONSOR AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD O R AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD OUR SPONSORPONSOR AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD OUR SPO OUR SPONSOR AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD ONSOR AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD OUR SPONPONSOR AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD OUR SPON R AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD OUR SPONSOR OUR SPONSOR AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD O R AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD OUR SPONSORNSOR AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD OUR SPONPONSOR AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD OUR SPO R AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD OUR SPONSOR OUR SPONSOR AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD ONSOR AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD OUR SPONSPONSOR AND THE PLAYFIELD OUR SPONSOR AND THE PLAYFIELD OUR SPO
  5. 5. Piraeus Group timeline International Piraeus Tirana Marathon Piraeus Piraeus Piraeus Piraeus Piraeus London Bank Bank, Bank, Bank Bank Bank Bank ICB Bank branch Bulgaria Albania USA Romania Egypt Beograd Ukraine Cyprus 1996 - 1999 2000 - 2003 2004 - 2008 2009 - 2011 Establishment Processes and IT Strong Domestic Franchise Weathering the of ‘critical mass’ Harmonization International Expansion Economic Crisis 1916 1918 1991 1993 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 Macedonia Merger ofFoundation Piraeus Credit Agreement Agreement Listing Chase - National Piraeus,of Piraeus Bank Lyonnais Xiosbank ETBAbank with BNP with Victoria on ATHEX Manhattan Thrace Westminster Macedonia Bank Privatisation Hellas Wealth Mngt Ins. (Ergo) Bank Thrace, Xios Domestic 6
  6. 6. Penetration in Greece Mobile phone Personal Computer Internet usage Online shopping Double/Triple Play Source:
  7. 7. WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED W STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE IT ALL SE IT ALL STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE I WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED W ALL STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE IT AE IT ALL STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE I ALL STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE IT A STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE IT ALL S WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED W STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE IT ALL S ALL STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE IT AE IT ALL STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE I STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE IT ALL S WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED W ALL STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE IT A IT ALL STARTED WHERE IT ALL STARTED WHERE IT ALL STARTED WHERE IT
  8. 8. Building the Electronic “Bank” Mutual Consumer Credit Funds Loans Cards Investments Mortgage Loans Stocks Every new device & channel, BillDeposits every new product & service Payments adds VALUE to our RELATIONSHIP Remittances Mass with our CUSTOMER Large Retail Corporate Affluent Private Small SME Banking Gen-Y Business
  9. 9. Coaching Customer Operations New Experience service design ReliabilitySecurity Strategy Sales Availability New service Customer development Marketing Service
  10. 10. Web Banking Cards Online Mobile BankingCHANNELS PERSONAL BUSINESS INTERNET SMARTPHONE ONLINE STOCK BROKERAGE MOBILE BROWSER IVR MULTI-COUNTRY TEXT / SMS ATM Network Phone Banking easypay kiosks BRANCH AGENT CASH PAYMENTS OFF-SITE IVR TICKETS, PASSBOOKS Debit Card paycenter easypay web ATM PHONE ONLINE SHOPS www.easypay.gr EFT/POS TELLER CALL CENTERS 18-28-38SERVICES weBuy Prepaid SEPA Direct Debits easypay mobile Alerts Air-time Top-Up Instant Cash TEXT / SMS ALL OPERATORS ATM E-MAIL ALL VALUES PHONE PHONE CALL ALL CHANNELS WEB NOTIFICATION SMARTPHONE
  11. 11. Public Web SitesONLINE SALES www.winbankdirect.gr www.piraeusbank.xx  18-200 DESIGN – SEO - WCMS Public Web Sites Social Media Banner Campaign INFORMATION ARCHITECTURE FACEBOOK OptimizationINTERACTIVE MARKETING winbank page CONTENT MANAGEMENT Think Green page PAGE DESIGN TWITTER Online Reputation SEARCH ENGINE OPTIMIZATION @winbank_tweets Management YOUTUBE Piraeus Bank Channel GREECE & ABROAD Think Green Channel Search Engine BANK & AFFILIATES Marketing FLICKR Think Green Photos
  12. 12. BUILDING THE INFRASTRUCTURE: CHANNELS BUILDING THE INFRASTRUC INFRASTRUCTURE: CHANNELS BUILDING THE INFRASTRUCTURE: CHANNE ING THE INFRASTRUCTURE: CHANNELS BUILDING THE INFRASTRUCTURE: BUILDING THE INFRASTRUCTURE: CHANNELS BUILDING THE INFRASTRUC THE INFRASTRUCTURE: CHANNELS BUILDING THE INFRASTRUCTURE: CHAFRASTRUCTURE: CHANNELS BUILDING THE INFRASTRUCTURE: CHANNELSLDING THE INFRASTRUCTURE: CHANNELS BUILDING THE INFRASTRUCTUR CHANNELS BUILDING THE INFRASTRUCTURE: CHANNELS BUILDING THE IN BUILDING THE INFRASTRUCTURE: CHANNELS BUILDING THE INFRASTRUC INFRASTRUCTURE: CHANNELS BUILDING THE INFRASTRUCTURE: CHANNERASTRUCTURE: CHANNELS BUILDING THE INFRASTRUCTURE: CHANNELS B ING THE INFRASTRUCTURE: CHANNELS BUILDING THE INFRASTRUCTURE: BUILDING THE INFRASTRUCTURE: CHANNELS BUILDING THE INFRASTRUC THE INFRASTRUCTURE: CHANNELS BUILDING THE INFRASTRUCTURE: CHAUCTURE: CHANNELS BUILDING THE INFRASTRUCTURE: CHANNELS BUILDIN CHANNELS BUILDING THE INFRASTRUCTURE: CHANNELS BUILDING THE IN
  13. 13. Internet Banking Cards Online Mobile Banking PERSONAL BUSINESS INTERNET SMARTPHONE ONLINE STOCK BROKERAGE MOBILE BROWSER IVR MULTI-COUNTRY TEXT / SMSATM Network Phone Banking BRANCH AGENT OFF-SITE IVRDebit Card paycenter ATM PHONE ONLINE SHOPS EFT/POS TELLER CALL CENTERS
  14. 14. Piraeus Bank Other Domestic Bank’s Foreign Bank’s Customers: Customer Customer Customer Locations: Market Bank Home Office Vacation Abroad Payment Cash Check Debit Card Credit Card Credentials Instruments: Devices: EFT/POS Teller ATM CPT Phone PC Smartphone Tablet Networks & Virtual Private Network PTT Network Internet GSM / GPRS / 3G Protocols: easypay Internet Banking easypay.gr Call Enablers: Web Services paycenter Virtual Acquiring Call Center Added Value kiosk Center Company Organization Deposit Loan Domestic ForeignBeneficiaries: Government Individual Piraeus Bank Other Banks
  15. 15. ADDED VALUE: CREATING MULTI-CHANNEL SERVICES ADDED VALUE: CRE CREATING MULTI-CHANNEL SERVICES ADDED VALUE: CREATING MULTI-CH VALUE: CREATING MULTI-CHANNEL SERVICES ADDED VALUE: CREATING M ADDED VALUE: CREATING MULTI-CHANNEL SERVICES ADDED VALUE: CREALUE: CREATING MULTI-CHANNEL SERVICES ADDED VALUE: CREATING MU MULTI-CHANNEL SERVICES ADDED VALUE: CREATING MULTI-CHANNEL SE ED VALUE: CREATING MULTI-CHANNEL SERVICES ADDED VALUE: CREATIN SERVICES ADDED VALUE: CREATING MULTI-CHANNEL SERVICES ADDED VA CHANNEL SERVICES ADDED VALUE: CREATING MULTI-CHANNEL SERVICES CREATING MULTI-CHANNEL SERVICES ADDED VALUE: CREATING MULTI-CHEATING MULTI-CHANNEL SERVICES ADDED VALUE: CREATING MULTI-CHAN VALUE: CREATING MULTI-CHANNEL SERVICES ADDED VALUE: CREATING M SERVICES ADDED VALUE: CREATING MULTI-CHANNEL SERVICES ADDED VA MULTI-CHANNEL SERVICES ADDED VALUE: CREATING MULTI-CHANNEL SE CREATING MULTI-CHANNEL SERVICES ADDED VALUE: CREATING MULTI-CHI-CHANNEL SERVICES ADDED VALUE: CREATING MULTI-CHANNEL SERVICES
  16. 16. easypay kiosks CASH PAYMENTS TICKETS, PASSBOOKS easypay web www.easypay.gr 18-28-38weBuy Prepaid easypay mobileAlerts Air-time Top-Up Instant Cash TEXT / SMS ALL OPERATORS ATM E-MAIL ALL VALUES PHONE PHONE CALL ALL CHANNELS WEB NOTIFICATION SMARTPHONE
  17. 17. 1Web Banking Mobile Banking Phone Banking 2002Alerts
  18. 18. Alerts are multi-channel Notification Administration • Text message • Branch to mobile phone (sms) 0,12€ / message • Call Center 5 free per month • Web Banking • e-Mail to 1 or 2 addresses Free of charge • Phone Call to any number 0,40€ / call
  19. 19. Alerts: examples WINBANK ALERT EK - TAM BILL PAYMENT AMOUNT: 350,00€ LB: 4.220,34€ AB: 5.220,34€
  20. 20. Types of alerts • Pre-emptive for Post-Dated Orders • Before due date: Funds unavailable, order might not be executed • After due date: Order was/was not executed • Account Balance Change • On every balance change • Relative to values defined by customer • Specific Account Transactions • List of various Debit and Credit Transactions • Credit Cards • On every transaction • Conditionally: Card-present? Amount? Domestic? • When statement is issued • Just before statement due date • Stocks • Daily value of stock portfolio • Receipts of buy/sell transactions
  21. 21. 2Web Banking Phone Banking 2005 paycenter easypay web
  22. 22. easypay: Multiple Features Multiple Business Partners  Public Utilities (electricity, gas, water…)  Standard Telephony (OTE, Tellas, Lannet, Forthnet, ...)  Mobile Phone Operators (vodafone, Cosmote, TIM, Q)  Internet Service Providers (Otenet, ACN, Forthnet, ...)  Insurance Companies (Life, General)  Banks & "Banks" (Consumer Loans, Car Loans…)  Chambers, Organizations, Unions (Engineers, Doctors, Lawyers, ...)  Non-Government Organizations (Unicef, Greenpeace...)  Micro-businesses (e.g. advance payments for rooms/hotels)  Publishers (newspapers & magazine subscription) Multiple Channels Multiple Payment Instruments  Internet  Credit Card (Visa, MC, Diners)  Phone (Call Center)  Debit Card (Visa Electron,Maestro)  E-Mail / SMS receipts  Piraeus Bank Deposit Account
  23. 23. Biller categoriesRegisteredpayers area
  24. 24. Select“TELECOMS” Select Biller: VODAFONE
  25. 25. Card “e- POS”(via paycenter)
  26. 26. 2Web BankingATM Network easypay kiosks 2006 easypay web
  27. 27. easypay machine • Cash payments only. Later: CAT functionality (Cardholder-Activated Terminal) • Touch-screen • Banknote reader (fake notes detection) • Coin acceptor, coin return (change) • Barcode reader, Printer, On-line/Real-time • Credit Card Payment, Loan Payment (3 types of loans), Account Deposit • Electricity Bill Payment, Standard & Cellular Telephony Payment, Many Other Payments • Air-time Top-up (all companies, all values) • Promoters (3 months per new installation)
  28. 28. easypay machine: user interface
  29. 29. Ticketing & Passbook printing Ticket sales • Fun & entertainment transaction • Increase footfall, x-sell, other banks’ customers • Cross-selling opportunity • Theaters: 75% of shows in Athens • Games: Olympiacos BC, Panathinaikos BC, AEK FC, PAOK FC • Next: large cinemas chain, trains, coastal transportation, Aegean Airlines Passbook printing • 2nd most frequent teller transaction • Side effect: increase self-service deposits
  30. 30. easypay machines: customer satisfaction Very Satisfied (+2) 90 Satisfied (+1) 8 Dissatisfied (-1) 1 Very Dissatisfied (-2) 0,4 No answer 1 Survey by Opinion Research Oct-Dec 2010
  31. 31. easypay machines: share of transactions Cash Deposits 8,4% 3,3% 5,2% Teller 8,4% onsite easypay Online ATM Envelope ATM 91,6% 83,0% Teller onsite easypay Credit Card Payments Loan Payments 38% 35,0% 62% 65,0% Teller onsite easypay Teller onsite easypay
  32. 32. 2 Mobile Banking2011 easypay web easypay mobile
  33. 33. easypay mobile on iPhone & Android
  34. 34. easypay mobile on iPhone & Android
  35. 35. easypay mobile on iPhone & Android
  36. 36. 3Web Banking Mobile BankingATM Network Phone Banking easypay kiosks 2006 easypay web Air-time Top-Up
  37. 37. Air-time Top-up Architecture
  38. 38. Air-time Top-up Interfaces (web banking)
  39. 39. Air-time Top-up Interfaces (ATM & easypay)
  40. 40. Air-time Top-up Interfaces (sms banking)
  41. 41. 4Web BankingATM Network Phone Banking 2007Debit CardweBuy Prepaid
  42. 42. weBuy Virtual Prepaid Card
  43. 43. weBuy Virtual Prepaid Card: why & what• Fear to use credit cards on-line • MasterCard• Many phishing attacks • Based on Debit Card• Branch feedback • “Hidden” Deposit Account• Customer satisfaction surveys • Card-Not-Present only• Electronic shops request • No plastic• Online usage of debit card • Acquired through web banking• Fulfillment of our promise to • On-line, Real-time Load from / constantly deliver new services Unload to bank account • Re-issue / cancel anytime
  44. 44. 5Web BankingATM Network Phone Banking 2007Debit CardAlerts Instant Cash
  45. 45. How INSTANT CASH works Sender Recipient (may be same as sender) webbanking 7-digit pin ATM text cash phone One-time PIN No card neededbanking Expires (<24 hours) Button-initiated 24 x 7
  46. 46. Bank accountAmount Recipient’s INSTANT CASH mobile # PIN on screen and Message send by SMS on SMS Pin Duration
  47. 47. Get Instant Cash: Idle Loop
  48. 48. Get Instant Cash: step 1/3
  49. 49. Get Instant Cash: step 2/3
  50. 50. Get Instant Cash: step 3/3
  51. 51. 5 Mobile Banking2011 Instant Cash ATM, WEB PHONE SMARTPHONES
  52. 52. Instant Cash on iPhone & Android
  53. 53. Instant Cash on iPhone & Android
  54. 54. Instant Cash on iPhone & Android
  55. 55. Instant Cash on iPhone & Android
  56. 56. MEASURING SUCCESS: QUANTITY AND QUALITY MEASURING SUCCESS: Q SUCCESS: QUANTITY AND QUALITY MEASURING SUCCESS: QUANTITY ANURING SUCCESS: QUANTITY AND QUALITY MEASURING SUCCESS: QUANTIT MEASURING SUCCESS: QUANTITY AND QUALITY MEASURING SUCCESS: QRING SUCCESS: QUANTITY AND QUALITY MEASURING SUCCESS: QUANTITYUANTITY AND QUALITY MEASURING SUCCESS: QUANTITY AND QUALITY MASURING SUCCESS: QUANTITY AND QUALITY MEASURING SUCCESS: QUAN QUANTITY AND QUALITY MEASURING SUCCESS: QUANTITY AND QUALITY MEASURING SUCCESS: QUANTITY AND QUALITY MEASURING SUCCESS: QSUCCESS: QUANTITY AND QUALITY MEASURING SUCCESS: QUANTITY ANDESS: QUANTITY AND QUALITY MEASURING SUCCESS: QUANTITY AND QUA RING SUCCESS: QUANTITY AND QUALITY MEASURING SUCCESS: QUANTIT MEASURING SUCCESS: QUANTITY AND QUALITY MEASURING SUCCESS: QUANTITY AND QUALITY MEASURING SUCCESS: QUANTITY AND QUALITYUCCESS: QUANTITY AND QUALITY MEASURING SUCCESS: QUANTITY AND Q AND QUALITY MEASURING SUCCESS: QUANTITY AND QUALITY MEASURI
  57. 57. The winbank timeline alerts on accounts air-time top-up 2002 2006 winbank direct 2010 easypay machines easyPassbook internet banking ATM personalization2000 phone banking mobile banking extraPIN SMS 2004 ATM easyticketing 2008 Visa Direct browser-based mobile banking winbank international 2000 2011 paycenter 2005 2001 winweb www.easypay.gr 2009 internet banking v2 social media winbank for cards Vodafone www.winlife.gr easypay extraPIN Generator 2003 2011 2007 alerts πιςτωτικών καρτών winlife Visa credit card weBuy Prepaid MasterCard smartphone www.syndromes.gr Instant cash banking
  58. 58. Quality: 3rd-party evaluations Greece Europe World The Pan-european Microsoft Worldwide Banking Technology Innovation Award Awards European Financial Marketing Association Innovation Award 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
  59. 59. Quality: Customers’ opinions Customer satisfaction surveys 100% 94% 96% 95% 94% 94% 94% 97% ATM 92% 93% 93% 91% 90% 89% 90% 90% 91% 91% e-banking 90% 89% 89% 89% 88% 85% Call center 83% 80% 2003 2004 2005 2006 2007 2008 2009 2010 75%Source: Opinion Research 1 XPONIA
  60. 60. Quality: Customers’ testimonials…@winbank_tweets called me on @winbank_tweets Yet anothermy phone to answer a question @winbank_tweets Yet a month-end. Thank you very much for your downtime on another prompt reply :) I asked them on twitter! downtime on a month-end. winbank sucks! Piraeus Bank winbank sucks! offers @winbank_tweets Thanks electronic again! Keep up the good work! @winbank_tweets Thanks a lot for the tips!! services better thanany other [bank]… @winbank_tweets Fast and ένα έσω να as always! Ever.. Απλά helpful πω!!!Πειπαιώρ For It was και ηην λςζη electronic payment ζοςI κάθεέσειρ είναι ζηην @winbank_tweets εςσαπιζηω για ηην ενημεπωζη my first πος δοθηκε όηι ππόβλημα διάθεζη & hadn’t noticed μέπακάθε ώπα, ζηο θεμα μοςyou mention. Thank you for yourβοηθήζοςν! what , καλη ζςνεσεια ππόθςμοι να ζε help! Although I disagree, I have to @winbank_tweets Γπήγοποι και εξςπηπεηικοί congratulate you once more for being όπωρ πάνηα! Είναι οι ππώηερ ηλ. πληπωμέρ honest and sincere. Efharisto! μος & δεν ηο είσα δει. Σαρ εςσαπιζηώ για ηη βοήθεια!@winbank_tweets Very good move! You Excellent!! Thank you very much, for must be the only Greek bank doing the invitation as well as your superbsomething like this. It shows your interest work for all of us, Piraeus Bank about the customer! customers!
  61. 61. Distribution of transactions 2010: machines
  62. 62. Distribution of transactions 2010: web banking
  63. 63. FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? Y BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WH LY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALFINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? F WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY:ER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHEALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINA ? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WHYHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? INALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER?BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WHY BOTHER? FINALLY: WH
  64. 64. What we’ll talk abouta. Our sponsor. Piraeus Bank: history and datab. Where it all started. winbank: the “electronic arm” of Piraeus Bankc. Measuring success. Quality & quantityd. The prerequisites. Building the infrastructure: channelse. Added value. Creating multi-channel services Finally: Why bother?
  65. 65. We our customers! On average, web banking users (as compared to non-users)…...own 187% moreproducts! ...execute84% more monetary transactions 45% ...are ...increase product usage by more loyal! 214% and new product purchase by 143%
  66. 66. The importance of added-value services (1/3)• Revenues  Channels: Low cost sources for existing revenues • Web Banking: Remittances, Stock brokerage transactions, ... • Cards & ATM: Debit card fees, Interchange Reimbursement Fees (IRF), ATM acquiring fees, Dynamic Currency Conversion, ... • ...  Added-Value Services: New revenue streams • Alerts: fee per alert and/or subscription per package of alerts • easypay channels: merchant commissions, payer commissions • Air-time Top-up: commissions, % of value (large!) • weBuy Prepaid Card: loading fees, IRF, float/liquidity • Instant Cash: fee per transaction • ...
  67. 67. The importance of added-value services (2/3)• Positive customer experiences• Increased satisfaction• Stickiness• Higher loyalty, lower attrition  While 15% of all customers are also winbank subscribers...  ...only 2.5% of customers that leave the bank are web banking subscribers• Increased possibility for next product purchase  (see: Forrester Research Surveys on CxPi)• Larger number of products per customer  Mass retail: 1,9 – 2,9 products  Web banking users: 4,9 – 9,9 products
  68. 68. The importance of added-value services (3/3) • Pace of buying new products gets # of products accelerated as usage increases After • Increased usage of products Before • More credit card transactions: 2x for web banking users time • More overdraft usage • Higher balances per product • More deposits in savings/checking accounts: +50% for web bankers • More revolving credit • More revenues per customer • The “web” segment is the most important for the bank • Less operational cost to serve customer • e-Banking, ATM/Debit Card, even Phone Banking: the cheapest channels • Larger profitability for the bank
  69. 69. 1OYEARSMISSION : :IMPOSSIBLE ?MISSION e-POSSIBLE !

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