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Some Successful Rabo Development Projects : Focus on Mobile

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Some Successful Rabo Development Projects : Focus on Mobile

  1. 1. Some Successful Rabo Development Projects : Focus on Mobile<br />A brief presentation on mobile banking and payments developments within Rabo Development partner banks.<br />Dan Armstrong<br />Dubai, UAE - February 2011<br />
  2. 2. About Rabobank Group<br />(46 as of 2010)<br />3,7 mln internet banking customers, 7 mln NL customers overall (population: 16,5 mln), 9,5 mln customers world-wide<br />152 local banks and 1200 locations in NL<br />Loyal, involved customers including 1,5 mlnmembers<br />AAA rating (Moody's, Standard & Poor's, Dominion Bond) <br />Tradition of innovation: ATMs, internet banking, WAP and web presences, mobile banking, television banking, GSM services and operations<br />
  3. 3. Rabobank : World-Wide Agri-Bank<br />Rabobank’s international market niche is food- and agri-business<br /> Customer Network: many of the global food companies<br /> Expertise: dedicated research team (80 professionals)<br />Agri products: weather derivatives, price hedging instruments<br />Rabobank was founded 110 years ago by poor farmers who did not have access to financial services<br />Today, more than 4 billion people world-wide do not have access to financial services<br />It is our mission to support financial sector development in developing economies.<br />
  4. 4. Equity participation (minority position) in a bank that remains local<br />Board will be strengthened by Rabobank professionals<br />Rabobank will provide managers for Executive Board to complement local managers<br />A comprehensive technical assistance programme will be executed through the deployment of Rabobank banking specialist<br />Special focus on rural areas and agriculture (using Rabobank knowledge, network, products)<br />For Rabobank this is a long-term commitment, in which the development into a leading rural bank prevails over short-term profitability<br />Rabo Development Partnership Proposition<br />
  5. 5. Motivation<br />Expanding the initial objective of Rabobank (serving the underserved) to other parts of the world in order to enhance it’s cooperative identity and significance<br />Expanding it's international food- and agri-banking network by including partner banks in (agricultural) developing countries looking for integration in the world economy.<br />Rabo Development : Motivation<br />Eligible Countries<br />Developing (low income) economies<br />Economic, political and social stability<br />Rural area and agricultural sector important for economy<br />Open for foreign investments<br />Safe for our staff<br />
  6. 6. Rabobank & Rabo Development World-Wide<br />Case Studies Presented Here<br />RIAS & Rabo Development<br />Rabo International<br />Rabobank Foundation<br />
  7. 7. Rabo Mobiel in the Netherlands<br />
  8. 8. Rabo Mobiel in the Netherlands<br />
  9. 9. Mobile Banking Apps : Different Platforms<br />Windows Mobile(6.0, 6.1, 6.5)<br />iPhone & iPad Touch(all OS types)<br />Samsung Jétwidget & pre-installed apps<br />Android<br />
  10. 10. Other Apps Offered by Rabobank Nederland<br />MobileBanking<br />SMS Betalen(SMS P2P Payments)<br />RekeningDelen(sharing a bill)<br />Interpolis<br />Schaadhulp(settling & recording damage)<br />Sports &SponsorshipApps<br />SMS BetaleniPhone<br />SMS BetalenAndroid<br />SMS BetalenJava (J2ME)<br />
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  12. 12. Landscape of Mobile Banking and Payments<br />1990-1999, continues …<br />2002, continues … (quite popular)<br />IVR Banking & Payments<br />SMS Account Activity Alerts<br />Multi-ChannelBalance-Checking<br />SMS Account Activity Alerts<br />Others …<br />Future … ?<br />Full-Service Mobile Banking<br />Remote Payments and Electronic Wallets<br />Mobile Contactless Payments (NFC)<br />Full-Service Mobile Banking<br />Java<br />WAP<br />STK<br />USSD<br />iPhone<br />Windows Mobile 6.5/7<br />Samsung JET, Bada<br />Android<br />Etc.<br />VISA MobileAndroid<br />( ?)<br />Note: not exhaustive, there are other technologies used in the world, but these are the major ones.<br />
  13. 13. Case Study Markets : Some Launched MFS Examples<br />
  14. 14. Xapit Instant Banking (Zambia)<br />
  15. 15. Zanaco<br />40+ years of success, growth and stability, successful expansions, privatisation and IPO<br />450.000 customers, 1.200 employees, 50 branches<br />Year-on-year profitability, K3 bln in assets, mature risk management regime. Healthy account portfolio including:<br />Retail: account services, personal loans, e-banking, Xapit, remittances, cash services<br />Corporate: credit facilities, e-banking, cash services, treasury and investments, trade services<br />Transformation to modern banking tools: 100+ ATMs, internet banking, mobile banking<br />POS collaboration with Zampost, rolling out to ~100 new locations in 2011<br />Rabobank: 49% (2007)<br />ZamPostPOS<br />
  16. 16. Distribution : Zanaco Branch & ZampostNetwork<br />
  17. 17. Images of Zanaco<br />
  18. 18. Xapit Instant Banking<br />Launched in late 2008, USSD mobile banking<br />Also, Xapit ‘account’ = welcome pack + mobile banking + ATM card<br />Sign-up for an account and get mobile banking and a VISA debit card in 5 minutes.<br />250.000+ customers to-date<br />20+ bill payment partners, prepaid airtime, etc.<br />June 2010 Usage: 21 transactions per month (average)<br />All MNOs: ZAIN, MTN & CellZ<br />*444#<br />
  19. 19. Case Study : FMB Mobile (Malawi)<br />
  20. 20. First Merchant Bank : FMB Fast Account<br />FMB<br />19 branches, corporate and retail banking, 600 employees<br />1/11 commercial banks in Malawi<br />FMB Mobile / FMB Fast Account<br />Launched summer of 2010, 50.000+ customers to-date (and new bank accounts)<br />Successful to-date – packaging of ATM card, bank account and mobile banking functionality<br />Includes immediate (small) balance on customers’ account, facilitating usage of the new product<br />
  21. 21. Case Study: NMB (Tanzania)<br />
  22. 22. Case Study: NMB mobile (Tanzania)<br />NMB: National Microfinance Bank Ltd.<br />1,9 mln customers<br />Consumer and small-business focused<br />Dedicated to providing sustainable, viable access and direct financial services.<br />Proud of our history of support for Tanzanians of all income levels, government and businesses.<br />Close By<br />Extensive (largest) network with 145 branch locations and 300+ ATMs nation-wide.<br />Branch network designed to cover minimally 80% of Tanzanian districts.<br />Empowering Entrepreneurs<br />Paying special attention to micro, small/medium-sized and rural business.<br />Tanzanian agriculture is close to NMB’s heart (KILIMO KWANZA) and they play a roll in all parts of the supply chain.<br />Rabobank : 35% <br />
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  26. 26. Features the most desired consumer applications:<br />Balance Inquiry<br />Mini-Statement<br />Money transfers to any NMB account<br />TanescoLuku Prepaid Electricity Purchase<br />Vodacom and ZAIN Prepaid Airtime Top-Up<br />NMB Services like ATM card block, settings<br />Works with NMB Personal Account, TPDF Account, Student Account, Wisdom Account<br />Simply dial *155*66# to access<br />No need to fill-in forms or visit an NMB branch to sign-up, simply dial *155*66*123#<br />NMB mobile:<br />Launched in August 2009<br />400.000+ active customers to-date<br />Prepaid airtime, bill payment, prepaid electricity<br />Vodacom, Zain, Tigo, Zantel (99% mobile penetration)<br />SMS Alerts to 220.000 customers monthly<br />NMB mobile<br />NMB mobile<br />1. Balance Enquiry <br />2. Mini-Statement<br />3. Money Transfer<br />4. Prepaid Services<br />5. Other Services<br />6. Help <br />
  27. 27. Case Study: BPR (Rwanda)<br />
  28. 28. BPR & BPR Mobile Banking<br />Banque Populaire du Rwanda<br />1.3 mln customers, 1.400 employees, 191 locations nation-wide<br />Rabobank: 35% (2008)<br />BPR Mobile Banking <br />Launched September 2010, 50.000+ customers to-date<br />USSD II mobile banking & SMS Alerts<br />Prepaid airtime, bill payments, RECO electricity, DStv, StarTimes<br />MTN & Tigo (90%+ mobile penetration), Rwandatel Q1 2011<br />Rwanda Revenue Authority, public transportation, Tigo Cash, supply chain payments, web shop payment and retail (merchant platform) coming in Q1 2011<br />
  29. 29. BPR Branch Network<br />
  30. 30. Let’s ask our customers first …<br />Would you trust a mobile phone for transfers and purchases?<br />Would you like to carry less cash?<br />Would you use a mobile phone for banking?<br />Would you be willing to pay for it if it added value?<br />Results: BPR Mobile Banking customer survey, April-May 2010, 7 branches & 170 customers interviewed.<br />
  31. 31. Mobile Banking<br />Balance Inquiry<br />Mini-Statement<br />Money Transfer (BPR Accounts)<br />Prepaid Airtime<br />MTN<br />Tigo (pending)<br />Bill Payments<br />RECO Prepaid Electricity<br />StarTimes Africa TV<br />DStv<br />MTN Postpaid Bill<br />Tigo Postpaid Bill (pending)<br />Bank Services <br />Change BPR Mobile Banking PIN<br />Change Language<br />Order Cheque Book<br />Help<br />What can you do?<br />Also: Free SMS Salary Alerts<br />
  32. 32. How do customers sign up?<br />Customer signs-up at a connected branch at the Customer Service desk<br />They identify themselves with their ID<br />We validate ID and automated account<br />We then search for the customer on the mobile banking system website (by account no.) and enter their mobile phone no.<br />BPR Mobile Banking will send a SMS to the registered phone no. with a welcome message and an initialmobile PIN<br />Newly registered customer will dial the USSD code and will be prompted on first logon to change their mobile PIN<br />
  33. 33. BPR Mobile Roadshows & Sign-up Success<br />
  34. 34. BPR Mobile Roadshows & Sign-up Success<br />
  35. 35. BPR ATMs (new "BPR Quickcash" formula)<br />20 ATMs currently connected ATMs<br />14 are located in various branches in Kigali<br />6 in up-country branches (Huye, Nyanza, Nyamabuye and Bugesera)<br />100+ ATMs online in 2011 throughout Rwanda<br />Increased ATM usage through new marketing and promotions, usability campaigns and POS roll-out<br />
  36. 36. E-Banking Call Centre<br />BPR call centre successful operating, incl. ACD/call queue system<br />Inbound and outbound calling to improve usage, sign-ups and customer satisfaction<br />650-1.000 calls per day<br />Service level is 85%+<br />Current working hours: Mon-Fri: 8:00am-6:00pm / Sat: 8:00am-4:00pm<br />Upscale to start servicing other bank services (e.g. cards, loans, salary enquiries, complaints, balances) thus accommodating additional call volumes as a result<br />
  37. 37. Channel Management<br />ChannelStrategy<br />ChannelDevelopment<br />ChannelMarketing<br />ChannelManagement<br />
  38. 38. Thinking Like the Customer<br />Orientation<br />Provisioning<br />Changes / Updates<br />Service Deactivation<br />2.<br />1.<br />3.<br />4.<br />Service Request<br />Customer Problems<br />Service De-Provisioning<br />In-Life Usage<br />Orientation: product values & messages, marketing campaign, information to customers & branches, offer / service definition, tariffing<br />Service Request/Provisioning: request-initiation, back-office processes & systems, customer confirmations, error handling & exception cases, reporting<br />In-Life Usage/Changes/Updates/CS: daily usage & reporting, faults & change management, customer queries & problems<br />Service Deactivation/De-Provisioning: customer-initiated processes, bank-initiated processes (e.g. fraud or misuse), back-office processes<br />
  39. 39. The Challenge: How to generate successful formulas?<br />Currently has / uses another bank product<br />YES<br />Inexpensive, Standardised Savings Products<br />Too poor<br />Redistribution Zone<br />Target / Addressable Market<br />Does not have access to the product<br />Excluded by design<br />Agents, Branchless Banking, Mobile<br />Excluded by default<br />Development Zone<br />Does not have / use a bank product<br />Does not want the product<br />Awareness & Usability Campaign<br />Has access to the product, but does not use it<br />Potential users<br />Enablement Zone<br />YES<br />Based on: http://www.bankablefrontier.com/assets/pdfs/access-frontier-as-tool.pdf<br />
  40. 40. Thank You!<br />

Editor's Notes

  • Some examples of what Rabo Mobiel looked/looks like.
  • Some examples of what Rabo Mobiel looked/looks like.
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