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Thanks to the impressive development of e-commerce, recent years have proven successful for distance sellers, despite challenging economic conditions. In Europe, online sales have doubled since 2005. Growth rates in most European e-retail markets exceeded 20% in 2011, an d the majority of consumers are now buying online as internet sales nudge closer to the 10% of all retail sales mark. However, there are major differences across European countries; payment insecurity, privacy concerns, and lack of trust barriers still exist. Cross-border sales represent a small percentage of online transactions, where concerns about international shipping and the lack of cost transparency still hold back sales. In responding to customer needs and those of merchants and online sellers, the need for a competitively-priced, reliable European packet and parcel network, coupled with visibility of the actual landed cost of shipping has never been greater. Swiss Post will highlight various distribution options and customer-driven service features that are available to help Belgium-based merchants achieve greater online sales within and beyond Europe.
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2. About Rabobank / Rabo Mobiel
Rabobank
NL: 2,7 mln internet banking customers,
7 mln customers overall (~50% market
share)
Extremely high loyalty, broad national
coverage of customers
Tradition of innovation
AAA rating (Moody's, Standard & Poor's)
Top‐15 world financial institution
Rabo Mobiel
Started in summer 2005, launched to the
marketing in November 2006
Over 100.000 customers last week,
postpaid/prepaid, all customer segments,
regions.
6. What you get with Rabo Mobiel
Core Rabobank Values ‐ trust, security,
quality, easy‐to‐use services, cooperative
value
Great Telecommunications Product
Online Self‐Care Environment
Commitment to innovation ‐ core asset for
differentiation is Mobile Financial Services
Secure mobile banking ‐ MSISDN/IMSI checks,
WAP Gateway IP#, VPN, SSL, 5‐Number PIN
code validation
Close Rabobank partnership, but Rabo Mobiel
is an independent company ‐ for innovation,
speed‐to‐market
Leverage GSM technology (internet access,
SPS P2P, etc.) and Near Field Communications
(NFC) for proximity payments.
7. Some Challenges
In NL, electronic payments are a mature Authentication
Medium Method Authorisation
model. 98% pinpas penetration,
ubiquitous usage and availability, very Physical Passport, Driver’s All financial
Person Licence + Bank Pass services
cheap transaction costs (free for users)
Do consumers identify the mobile
Television Offline Token (Random Large amount of
phone as a payment device? and PC Reader) + Bank Pass + financial services
knowledge (PIN) (includes signing)
Weaknesses in mobile and banking
industries applicable.
UBT Online & Offline Token …
Rabobank’s brand / trust critical to / Authentication
(various GSM/IP) +
protect. Bank = perception of trust knowledge (TIN)
“Security” is always a balance between Mobile Online Authentication Subset of financial
Phone (various GSM/IP) + services
high levels of protection and usability.
(browser) knowledge (TIN) (authorisation)
Mobile security will never match secure,
tamper‐resistant tokens . Mobile Knowledge (TIN) Subset of financial
Phone (IVR) services
(authorisation)
8. Will the current “issuer‐centric” world become a
“customer‐centric” world?
Rabo Mobiel wants to move customers themselves to the
centre of the card ecosystem. A connected device, card/ID
with a screen and keyboard can help do that…
Customer needs to go to the
bank, request PIN pass, Debit
credit cards, changes…
Card
Credit Office
Cards Entrance
Travel to NS for an OV‐
Different cards, chips for
chipkaart, apply for
different services…
personalised OV‐chipkaart…
Public
Rabo
Transport
Schoolbank
Member‐
ship
Loyalty
Sport
Pick up loyalty cards at Pass
supermarkets and retail
locations
9. Rabo Mobiel Product Rollout Strategy
Question: What role doe mobile
FULLY‐INTEGRATED
operators or banks want to play in
brokering a customers’ identity?
2009‐12
2009‐12
2008‐10
Tip: To gain speed and mass
2008‐10 FULL NFC PRODUCTS +
FULL NFC PRODUCTS +
INTEGRATION WITH
INTEGRATION WITH COMPLETE acceptance, countries must
COMPLETE
PRODUCTS AND
PRODUCTS AND INTEGRATION WITH
INTEGRATION WITH establish a federation model,
PARTNERSHIPS
Utilise lessons
PARTNERSHIPS PARTNERS
PARTNERS
learned &
including major players in key B2C
successes to
move into
sectors:
larger
collaborations
/ partnerships.
2008‐10
2008‐10 banking mobile loyalty
PRODUCT ROLL‐OUT
PRODUCT ROLL‐OUT
OPPORTUNITIES,
OPPORTUNITIES,
public
EMERGING STANDARDS,
EMERGING STANDARDS, retail ticketing
transport
CONSUMER SUCCESS
CONSUMER SUCCESS
2007‐08
2007‐08
TRIALS / FIRST PRODUCTS
STAND‐ALONE TRIALS / FIRST PRODUCTS
Note: All this can’t be only
TRIAL technology‐led, consumers must
FULL
get benefit, receive logistic value
PRODUCT
LAUNCH and cost savings.
Utilise trials to define the business case for full
product roll‐outs & partnerships.
10. Some Current Products, PoC Programmes & Trials
2007‐08 Feb 2008
2007‐08
• Coca‐Cola NFC Vending Trial – 30 • Kick‐off 2008 NFC ticketing roll‐out
• C1000 Supermarket NFC Shopping
locations in Diergaarden Blijdorp, later
Trial w/PIN
• FEBO NFC Vending PoC ‐ Amsterdam museums, zoos, amusement parks
Rotterdam
Jun 2008 Jun 2008
2007‐08
• Introduction P2P payments to • MiniTix downloadable Java
• Rabo Schoolbank trial for NFC cards
normal mobile numbers, via SMS application v.1, account balance &
& mobile phone in cashless schools
• Prepaid recharge, online merchants transactions, P2P, content & access
& retailers
RABO
SCHOOL
BANK
Sep‐Nov 2008 Sep‐Dec 2008
Jul‐Sep 2008
• 2 new Rabo Schoolbank roll‐outs for • NFC payment roll‐out with 3 new
• Temporary personnel company NFC
cashless schools handsets in 500+ locations nation‐
time registration trial (2 cities)
• Launch of 4 city NFC parking wide
• NFC retail shopping trial with no‐
product w/theatres, city passes, • Planned NFC mobile loyalty
queue checkout (ends Sep)
vending, retail programme with 2 nation‐wide
• NFC card/phone bicycle storage
• 120+ conferences with NFC access loyalty programmes and 4 major
launch, 3 cities
via 2 event partners retailers
18. SEPA: Single Euro Payments Area
Zone for the euro in which all electronic
payments are considered domestic, and
where a difference between national and
intra‐European cross border payments
does not exist.
European Payments Council (EPC) has
mandated standards for all inter‐bank
transactions via the Payments Service
Directive, as well as incasso, acceptgiro,
e‐payments and m‐payments, etc.
So, for new payment developments,
Rabobank must not only consider other
Dutch banks but other European banks
too (and there are a lot).
PIN
too american
banks
??????
ZWIZZLE
20. Mobile Transactions in 2012
Transactions Menu
PIN
1. USABILITY?
‐ cross‐platform
Menu Info Back
‐ NFC behaviour
2. SECURE TRANSATION KEYS?
3. HARDWARE SECURE ELEMENT?
‐ UICC (SIM card)
‐ hardware
‐ removable memory card
4. SEPA
21. Mobile Transactions in 2012
TSM Key TSM
Service MNO
Management OTA
Provider
Service
Provider
Service
Provider
TSM Key TSM
Service MNO
Management OTA
Provider
Service
Provider
Service
Provider
TSM Key TSM
Service
PIN MNO
Management OTA
Provider
Service
Provider
22. Mobile Transactions in 2012
TSM Key
Service MNO
Management
Provider
Service
Provider
Service
Provider
TSM Key
Service OTA MNO
Management
Provider
Service
Provider
Service
Provider
TSM Key
Service
PIN MNO
Management
Provider
Service
Provider
23. Mobile Transactions in 2012
Service MNO
Provider
Service
Provider
Service
Provider
TSM Key
Service OTA MNO
Management
Provider
Service
Provider
Service
Provider
Service
PIN MNO
Provider
Service
Provider