e-Business World 2013 - Πάικος Κωστής: Creating an engaging banking experience - The case of Mobile Banking
Mobile Banking ServicesCreating an engaging banking experienceCostis Paikose-Business Services Subdivision Manager – EurobankBoard Member - IAB HellasCostis Paikose-Business Services Subdivision Manager – EurobankBoard Member - IAB Hellas
2•Customers are becoming more demanding from theiroverall experience•They want more “power”, control, transparency &quality of service•Bank products have become commoditized & pricingdifferentiation capabilities are tightCustomer experience is a key differentiation parameterTechnology is the key enabler as it allows anorganization to offer Personalization & Interactivity
3e-Services can create an engaging banking experience•Availability: 24hr, Online, real-time access to the Bank• Proximity: Access through the majority of “touch-points” customers use (pc, mobile, tablets, phone, socialmedia)• Interactivity: Cross channel synergies during thecustomer journeyAdding value e-services contributeto customer satisfaction & retention(e.g sms alerts, location basedservices, etc)
4Full set of m-Banking servicesReal time SMS AlertsSMS one timepasswordsAward winning e-Banking siteGreen-StatementsClick2Chat online supporte-ProductsRSS Feeds, ToolbarsBank Branches24hr Call CenterIVR ServicesATM/APS TelephoneAvailable Anytime, Anywhere….TabletMobile
5The experience is Mobile...The experience is Mobile...
9Eurobank mobile services evolutionOffering• Account/Card Balances & movements•Transfers, payments•Value Adding ServicesUser experience?• Fast browsing & big touch screens• Unique services based on device tech•Convenient !!20092009Eurobank appEurobank app
10Devices are smart &attractive !- Big touch-screens- Internet browsing ischeap & fast- On device technologyallows for delivering newtypes of servicesA convenient mobile ecosystemApp Stores opened new ways of mobile content delivery- Apps are easily accessible to mobile phone users- Convenience for app administration/updatesTargeting at its best-Deliver the right message,to the right device, at theright moment-Even traditional marketinghas become interactive &measurable
11Eurobank Mobile ServicesEurobank Mobile Services
12Eurobank m-Banking application is available at everyplatform’s app store• Real time account, card, loan information•Online transfers and bill payments•Branch ATM location through GPS•News through RSS feed•Useful tools & calculators•Free Call customer supportEurobank appEurobank app Banking on the Go!The m-Banking application was launched in Nov 2009 and offers banking as well as VASservices!
13Eurobank m-Banking application is available at everyplatform’s app store• Real time account, card, loan information•Online transfers and bill payments•Branch ATM location through GPS•News through RSS feed•Useful tools & calculators•Free Call customer supportEurobank appEurobank app Banking on the Go!The m-Banking application was launched in Nov 2009 and offers banking as well as VASservices!LocationLocationBasedBasedServiceService
14Live-Pay mobile payments app also available• Payments through credit card issued by any bank!•Utility payments, hotels, insurance, fees, etc•The app requires no registration, however, givesthe ability for card saving and history of payments•The application supports Barcode ScanningcapabilitiesLivepay appLivepay app Payments on the Go!Through the Livepay payment center, cardholders of ANY Bank can pay online 470organizations.BarcodeBarcodeScanningScanning
15Epistrofi reward scheme app !• Users can see online their “Epistrofi” Euros•They can locate all participating shops nearbytogether with the relevant discount they offer•Users receive targeted offers/gifts fromparticipating shops based on their profile as well aslocationEpistrofi appEpistrofi app Rewards on the Go!Epistrofi is a reward program for Eurobank Credit Cardholders that compensates withinstant cash-back, card usage from 5,000 shops participating in the program.LocationLocationBasedBasedMarketinMarketingg
16Transactional SMS for e-Banking users•Account/Card Balances & movements through theexchange of secure SMS between he Bank and thecustomer•The customer registers the phone no. to the Bankand sends sms requests according to the requiredinfo.•Many new “events” can be also integrated (e.g.report card loss, new card activation, etcSMS BankingSMS Banking Text your account, it will text u back !2 way alerts allow users to request and receive information through sms concerningtheir account/card balance and movements. Its cheap, easy & fast.
17SMS Notifications for e-Banking users•Event driven informational text messages sent fromthe Bank•Account/Card activity (e.g ATM Withdraw, balancevariation, payment)•Transaction results (swifts, scheduled payments)•e-Banking security (password change, certificateissuance)NotificationsNotifications Peace of Mind !Through the Notifications service, customers can gain control over their transactions byreceiving sms/email messages concerning their accounts/cards activity
18SMS OTP’s for eBanking transaction validation•OTPs can be used for one transaction and can beused for a short period of time (2 mins)•The customer registers the phone no. to the Bankand requests SMS OTPs while performingtransactions through the eBanking channelOne Time PasswordsOne Time Passwords Cross Channel Synergies!eBanking users can validate their online transactions through SMS One time Passwords534264534264
19m-Payments is the next big hit !m-Payments is the next big hit !
206973243204DisplaySMSQRDistribution & promotion is also convenient!Connect with the right CUSTOMER, at the right MOMENT, on the right DEVICE !
21Distribution & promotion is also convenient!Traditional marketing activities have become Interactive & Measureable !0 10 20 30 40 50 60 70 80 90 100ΑΞΙΑΤΟ ΒΗΜΑΠΡΩΤΟ ΘΕΜΑΚΑΘΗΜΕΡΙΝΗEthnosΠΡΩΤΟΣ ΤΥΠΟΣREAL NEWSΤΑ ΝΕΑΠΑΡΑΠΟΛΙΤΙΚΑΗΜΕΡΙΣΙΑΚΕΦΑΛΑΙΟDEAL NEWS6 ΜΕΡΕΣΚΑΡΦΙΤΣΑQRCode Scans per Medium
22Well designed e-Services improve user experience & make happ-e-customers…Its all about “Customer Experience…”