This document summarizes several projects completed by Virtual Affairs, including: - Developing a new online insurance platform for an international insurance company within 6 months. - Designing a mortgage file and consultation process for Rabobank to improve the customer experience. - Conceptualizing and designing a new online wealth management tool for Rabobank focused on customer goals. - Creating a new "turbo" website for BinckBank investors to access leveraged investment products.

1. We set new standards in customer-centric
online banking and insurance.
First online direct insurers NL, Slovenia, Slovakia and Serbia First direct and online bank NL First self-service mortgage process NL First p2p mobile payment app NL
Company scope
 Strategy and Concept
 User Experience
 Online Marketing
 Realisation, Integration & Production
 Support
Virtual Affairs
Front-end Solutions
We exists to (re-)establish the
relationship between financials
and their customers.
Specific area’s of interest
• Fintech Company
• Founded 1998
• #3 player in dutch market
• Fully focussed on customer succes of Financials
• LEAN Agile WoW
 Innovative initiatives in finance
and customer interaction
 Scope from proposition design till
marketing success.

2. References

3. Cross channel bank built around customers
2015
Integrated solutions
The creation of a new online bank, with a capital K that stands for ’the customer
is King’. That was our goal when we took on the assignment to create Knab. For
nearly two years we worked hard building it: an online bank from scratch. From
concept and design to construction and run & change. This proved to be a large,
ambitious and complex project, in which we closely collaborated with our
partners Five Degrees, Figlo, Sopra Banking Software and Cegeka.
We used the Sitecore platform and Bankingright technology to make it
all work. In September 2014 ‘Knab Social’ was launched. A functionality
that enables customers to transfer money to someone’s Facebook
account or mobile number, without having to know the bank account
number. We have developed the software that makes this possible.
Knab is the first bank that is using Virtual Affairs’ software.
Entirely from scratch, we built a complete online bank that takes care of its customers. Both
private and business customers (small businesses and the self-employed) can count on Knab for
complete online services.
All Knab customers have complete control over their income and assets. For example, they have
a comprehensive overview of their financial situation, even with regard to money that is
deposited elsewhere. Knab gives tips on tax-effective savings, investments and donations, and
alerts its customers on time before they unnecessarily go into the red.
There are no branches or paperwork; everything works via internet and the mobile Knab app.
Of course customers can make payments, save money, and make investments. They can also do
parts of their personal financial planning themselves, which means lower fees for financial
advice.
www.knab.nl

4. P2P Payments via Facebook

5. Launching new Insurance platform within 6 months
The international insurance market is changing rapidly. To stay aligned with the
market trends, opportunities and to capitalize on knowledge and experience
gained in the Dutch market, Achmea Division International decided to invest
further in an online label for one of its foreign Operational Companies.
The first step in this strategy is the development of a new front-end insurance
platform. A platform that allows marketers to provide a flexible and personal
online experience to their customers.
Virtual Affairs was responsible for the design and implementation of the
platform, based on Sitecore and Virtual Affairs’ own InsuranceRight software and
methodology.
Modularity and re-use
The structure and modules had to be developed in such a way that they can be
relatively easily deployed in multiple countries and for different insurance products.
This approach aims for synergy in terms of innovation, product development and
ensures a positive contribution towards an efficiently managed platform. Many
modules, both functional and non-functional ones, are developed once but can be
used by any Achmea label. The clever platform setup enables the business (marketers)
to independently and quickly implement changes and optimizations.
The marketer in control
The value of the new online insurance platform lies partly in the manageability of the architectural setup, supporting multi-country, multi-label and multi-
product scenarios. Another core strength is the flexibility it provides to the marketer. The combination of the Sitecore Customer Experience Platform and
InsuranceRight, enables the marketer in his daily work of monitoring the performance and results, optimize and enrich the website, introduce campaign sites,
provide off-site funnels and perform A / B testing. An example: based on the information a customer or prospects provides online, the whole website can be
adapted to the context and situation of the client.
https://www.onlia.sk/

6. Chross-channel mortgage advice
https://www.rabobank.nl/particulieren/hypotheek/?redirect=p-hypotheken-homepage-senses
Nowadays, customers expect to receive the same level of service within
every channel. Rabobank wants to serve its customers with a cross-
channel approach, even with regard to relatively complex products like
mortgages. They asked us to develop a concept in which mortgage
customers can also enjoy the ultimate cross-channel experience.
Our starting point? Helping potential mortgage customers by
leading them through the mortgage orientation process in a logical
way. Over 2.5 million visitors used the Mortgage File. This has led
to more than 80.000 paid paid consultations.
Start with the customer
The Rabobank Mortgage File enables consumers to prepare detailed, clear and concise
mortgage calculations. In this way, customers can already acquire a good indication, at
an early stage, of the amount that they can borrow and the monthly expenses involved.
They can also request a personal consultation with a mortgage advisor. The Mortgage
File helps both customer and mortgage advisor to prepare for the consultation. By
uploading all the documents needed for the consultation to the Mortgage File, the
consumer pays lower consultancy fees. And in turn, with a complete mortgage file, the
Rabobank advisor can concentrate on what he or she does best: consultancy rather than
stock-taking.
Everyone benefits
When designing the Mortgage File, we always made sure that the customer took centre
stage. The design was based on research into the orientation and procurement process
involved in a mortgage and on discovering exactly what people expect from the services
provided from a bank. At the same time, we sought a balance between the customer’s
needs and organizational needs, in order to determine how Rabobank can offer a more
efficient and effective service.

7. Growing your assets
Traditionally, when it comes to investing, banks focus primarily on the
technical and administrative side. When an individual invests, however, it
is often because they are trying to achieve a goal. For example, saving
money for when the children go to college, buying a second home abroad
or getting that car you’ve always wanted. In Rabobank’s new strategy for
wealth management your investment goal is primary.
Delta Plan Online, is the new online proposition of Rabobank. Virtual Affairs
collaborated with Rabobank on the concept development of this wealth
management tool and were responsible for designing the user interface of the
on-boarding process and customer environment. Everything was developed
based on a touch first philosophy as there will be a strong focus on tablet use.
Rabobank’s new approach gives customers more options for managing their own investments. The
customer determines their goals and when they should be achieved. Additionally, the customer
decides how much risk they are willing to take.
After completing these steps, the customer is asked whether the opinion of an investment
specialist is required. They are also asked whether they want to outsource investing or establish an
investment portfolio and do it themselves. Everything is done in a very simple and intuitive way.
When the customer has set the goals and chosen the investment form, the dashboard shows how
long it will take before the goal will be achieved. The customer can change the purpose, duration
and investment amount and has direct insight on the current performance.
This way, customers are always aware if they are on track to achieve their goal. If there is a change
in the situation and action needs to be taken, then customer receives an alert and various options
are proposed to get the investment back on track. Rabobank will offer the customer several
possibilities pro-actively to get back on track with a single click.
https://www.rabobank.nl/particulieren/privatebanking/

8. Turbo website: first step in online innovation
BinckBank is an online bank for investors, ranked in the top five in Europe
and has more than 552.000 account holders. As an online broker, it offers
its clients fast, low-cost access to all the important financial markets
around the world. BinckBank wants to renew their online public channels.
The first step is the launch of their turbo website. We were
responsible for the concept, interaction design and
realization of the new website. In a next step we will
migrate all existing websites to Sitefinity.
The Turbo website has been built from scratch. A turbo allows clients to invest
with a leveraged rate in underlying assets such as the AEX-index, the DAX-index,
many Dutch and internal stocks, currency and commodities. This way they meet
the demands of experienced and active investors who like to invest in leveraged
products.
The Turbo website offers commercial and legal information regarding the new
Binck Turbo products.
The website is a first step in online innovation. We designed and developed the
flows for the different websites. Normally websites are only content driven,
however the new turbo website is also data driven. It shows the relating data
such as value, stop-loss level, leverage rate and financing level.
By using smart filters on this data the users can easily search through the Turbo’s.
It is an open environment where relating data of Binck Turbo’s is available for
customers and where customers can easily find the information they need.
https://turbos.binck.com/

9. Our Banking and Insurance software solutions

10. Imagine a bank that automatically adapts to
its customers’ ever-evolving circumstances,
using multiple channels and usage data to
continually improve customer experience.
BankingRight helps you get — and stay —
really close to your customers throughout
their entire lifecycle, from initial onboarding
to complete personal and professional
advice
Right out of the box, BankingRight’s pre-
configured banking templates help you cut
costs and increase revenue, while giving
your customers the power to make smart
financial decisions, anytime, anywhere, on
any device. As your customers progress
along their journey, BankingRight creates
highly personalized, responsive banking
services that match their changing needs.
Switch on responsive banking

11. Wealthplanning module

12. InsuranceRight is a complete,
out-of-the box insurance
solution specifically targeted for
direct-to- consumer insurance
companies.
It modernizes your sales and
marketing activities, enables
you to acquire new customers,
and to quickly close deals with
interested customers.
It will help you bring insurance
products to the market faster,
at lower cost, and get business
results fast.

14. What we bring to (y)our world
Virtual Affairs is a leading FinTech company that exists to (re-)establish
the relationship between financials and their customers.
We are natives on the crossing of Finance, Digital and Customer
Interaction.
Since we speak the language of our customers with the same ease as
we speak the language of financials, we naturally incorporate the voice
of both in our work.
As a result we deliver extremely relevant and awesome customer facing
digital solutions, based on innovative value propositions and proven
software products.
Once, financial institutions were about trust and relationship,
intended to facilitate exchange and reduce information and
transaction costs (Banking) or to share risk (Insurers).
Nowadays, the large financial institutions that originated from
there, are unable to quickly respond and adopt to market
changes.
They are experiencing a high pressure to rigorously reduce
costs and, on the other hand, invest in digitization and
customer centricity.
These modifications are necessary to regain trust and to
connect to a new generation of digital natives.
Financials feel the pressure of an ever growing and
increasingly successful group of next-gen FinTech initiatives.
Start-ups who are attacking the primary relationship between
the financials and their customers, as well as the underlying
business models.
Those new players have no legacy, are able to pivot rapidly
and appeal with their DNA and value propositions to the
changing customer needs.
Commercial Director
+31 (0)6 572 644 93