Efficiency through mobile technology

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Yolande van Wyk (FNB) discusses efficiency through mobile technology

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  • We have large, expensive, complex IT infrastructure – huge investment in IT
  • Yes! – development of electronic channels More options for customers
  • Efficiency through mobile technology

    1. 1. Efficiency through mobile technologies Yolande van Wyk CEO FNB eWallet Solutions Servicing your customers for less
    2. 2. WHAT IS MOBILITY? Monday, May, 30, 2011 Slide No:2 FNB eWallet Solutions Efficiency through mobile technology
    3. 3. For today Monday, May, 30, 2011 Slide No:3 FNB eWallet Solutions Efficiency through mobile technology Using mobile technologies to provide access to your core services and systems
    4. 4. MOBILE TECHNOLOGIES Monday, May, 30, 2011 Slide No:4 FNB eWallet Solutions Efficiency through mobile technology
    5. 5. The mobile phone Monday, May, 30, 2011 Slide No:5 FNB eWallet Solutions Efficiency through mobile technology SMS USSD Voice IP
    6. 6. The technologies Monday, May, 30, 2011 Slide No:6 FNB eWallet Solutions Efficiency through mobile technology HSCSD/GPRS/3G/4G IP Productivity PBX/VOIP Databases Valuations Etc Etc
    7. 7. Connecting to the network Monday, May, 30, 2011 Slide No:7 FNB eWallet Solutions Efficiency through mobile technology WASP SMS USSD MMS API
    8. 8. Connecting to the network Monday, May, 30, 2011 Slide No:8 FNB eWallet Solutions Efficiency through mobile technology SMS USSD MMS
    9. 9. Some attributes Monday, May, 30, 2011 Slide No:9 FNB eWallet Solutions Efficiency through mobile technology Technology Attribute SMS Store & Forward Need connection to each MNO Generally SMPP Can get costly at high volumes USSD Session based Session limits imposed by MNO 20c per 20 seconds for user SOAP/XML type interfaces MMS Pricey Similar to email Vendor specific IP based services Huge growth area .mobi Applications Removes dependance from MNO
    10. 10. SERVICING OUR CUSTOMERS Monday, May, 30, 2011 Slide No:10 FNB eWallet Solutions Efficiency through mobile technology
    11. 11. Financial services Monday, May, 30, 2011 Slide No:11 FNB eWallet Solutions Efficiency through mobile technology The business activity of accepting and safeguarding money owned by other individuals and entities, and then lending out this money in order to earn a profit.
    12. 12. Branches Monday, May, 30, 2011 Slide No:12 FNB eWallet Solutions Efficiency through mobile technology <ul><ul><li>Security </li></ul></ul><ul><ul><li>Staff </li></ul></ul><ul><ul><li>Cash management </li></ul></ul><ul><ul><li>Low staff efficiency </li></ul></ul><ul><ul><li>Complex and expensive systems </li></ul></ul>
    13. 13. Call Centre Monday, May, 30, 2011 Slide No:13 FNB eWallet Solutions Efficiency through mobile technology <ul><ul><li>Low staff efficiency </li></ul></ul><ul><ul><li>High staff cost inflation </li></ul></ul><ul><ul><li>High staff turnover </li></ul></ul><ul><ul><li>Cost of telco and bandwidth </li></ul></ul>
    14. 14. ATM networks Monday, May, 30, 2011 Slide No:14 FNB eWallet Solutions Efficiency through mobile technology <ul><ul><li>Expensive devices </li></ul></ul><ul><ul><li>High cost of cash </li></ul></ul><ul><ul><li>Security </li></ul></ul>
    15. 15. www.fnb.co.za Monday, May, 30, 2011 Slide No:15 FNB eWallet Solutions Efficiency through mobile technology <ul><ul><li>Low internet penetration </li></ul></ul>
    16. 16. Improvements Monday, May, 30, 2011 Slide No:16 FNB eWallet Solutions Efficiency through mobile technology Source: Booze Allan Hamilton
    17. 17. SHIFTING PARADIGMS Monday, May, 30, 2011 Slide No:17 FNB eWallet Solutions Efficiency through mobile technology
    18. 18. The goal Monday, May, 30, 2011 Slide No:18 FNB eWallet Solutions Efficiency through mobile technology <ul><ul><li>Reduce the average cost per transaction: </li></ul></ul><ul><ul><ul><li>Cost efficiency </li></ul></ul></ul><ul><ul><ul><li>Innovative application of technology </li></ul></ul></ul><ul><ul><ul><li>Re-use of technology </li></ul></ul></ul><ul><ul><ul><li>Reduce the face-to-face as much as possible </li></ul></ul></ul><ul><ul><ul><li>Development of alternative electronic channels </li></ul></ul></ul><ul><ul><ul><li>Provide more customer options </li></ul></ul></ul>
    19. 19. Mini-ATM Monday, May, 30, 2011 Slide No:19 FNB eWallet Solutions Efficiency through mobile technology <ul><ul><li>Completely mobile </li></ul></ul><ul><ul><li>POS device </li></ul></ul><ul><ul><li>Assists merchant with cash management </li></ul></ul><ul><ul><li>Perfect for remote areas </li></ul></ul>
    20. 20. FNB Cellphone Banking Monday, May, 30, 2011 Slide No:20 FNB eWallet Solutions Efficiency through mobile technology <ul><ul><li>Multi-bearer </li></ul></ul><ul><ul><li>Any phone, anytime, anywhere </li></ul></ul><ul><ul><li>Full transactional banking </li></ul></ul>
    21. 21. FNB’s mobile services Monday, May, 30, 2011 Slide No:21 FNB eWallet Solutions Efficiency through mobile technology 2002 2005 2008 2008 2009 2010 2007
    22. 22. inContact Monday, May, 30, 2011 Slide No:22 FNB eWallet Solutions Efficiency through mobile technology www.fnb.co.za *120*321#
    23. 23. Cellphone banking Monday, May, 30, 2011 Slide No:23 FNB eWallet Solutions Efficiency through mobile technology MO SMS USSD-1 USSD-2 *120*321# fnb.mobi fnb.exe application
    24. 24. Cell Pay Point Monday, May, 30, 2011 Slide No:24 FNB eWallet Solutions Efficiency through mobile technology
    25. 25. Virtual Products Monday, May, 30, 2011 Slide No:25 FNB eWallet Solutions Efficiency through mobile technology
    26. 26. Quick facts Monday, May, 30, 2011 Slide No:26 FNB eWallet Solutions Efficiency through mobile technology <ul><ul><li>In December 2010, FNB sent 79 million SMSs (approximately 2.5 million SMSs per day) </li></ul></ul><ul><ul><li>In December 2010, FNB recorded 2.6 million customers </li></ul></ul><ul><ul><li>In December 2010, FNB processed in excess of 15 million transactions </li></ul></ul><ul><ul><li>In December 2010, FNB processed transactions worth R1.7 billion through Cellphone Banking </li></ul></ul><ul><ul><li>In December 2010, the FNB.MOBI site attracted more than 250 000 visits . </li></ul></ul>
    27. 27. Cellphone Banking base Monday, May, 30, 2011 Slide No:27 FNB eWallet Solutions Efficiency through mobile technology
    28. 28. Cellphone Banking Growth Monday, May, 30, 2011 Slide No:28 FNB eWallet Solutions Efficiency through mobile technology
    29. 29. Reduced cost of transactions Monday, May, 30, 2011 Slide No:29 FNB eWallet Solutions Efficiency through mobile technology
    30. 30. Cheaper for customers Monday, May, 30, 2011 Slide No:30 FNB eWallet Solutions Efficiency through mobile technology
    31. 31. Bringing our own costs down Monday, May, 30, 2011 Slide No:31 FNB eWallet Solutions Efficiency through mobile technology
    32. 32. Benefits Monday, May, 30, 2011 Slide No:32 FNB eWallet Solutions Efficiency through mobile technology <ul><ul><li>Cellphone Banking is a low cost channel to the bank </li></ul></ul><ul><ul><li>Cheaper for customers </li></ul></ul><ul><ul><li>Reduces queue times at ATMs and branches </li></ul></ul><ul><ul><li>Services like InContact reduces service calls at branches and call centres. </li></ul></ul>
    33. 33. Expansion is key Monday, May, 30, 2011 Slide No:33 FNB eWallet Solutions Efficiency through mobile technology FNB Botswana FNB Namibia FNB Swaziland FNB Lesotho FNB Moçambique Nigeria Tanzania Existing Countries New Countries FNB Zambia
    34. 34. Financial access in Africa Monday, May, 30, 2011 Slide No:34 FNB eWallet Solutions Efficiency through mobile technology Source: www.knowledge.allianz.com
    35. 35. ENTER THE EWALLET Monday, May, 30, 2011 Slide No:35 FNB eWallet Solutions Efficiency through mobile technology
    36. 36. FNB eWallet Monday, May, 30, 2011 Slide No:36 FNB eWallet Solutions Efficiency through mobile technology <ul><ul><li>Send from any FNB account: </li></ul></ul><ul><ul><ul><li>Online banking </li></ul></ul></ul><ul><ul><ul><li>Cellphone banking </li></ul></ul></ul><ul><ul><ul><li>ATM </li></ul></ul></ul><ul><ul><li>Recipient can: </li></ul></ul><ul><ul><ul><li>Cash at ATM (no card) </li></ul></ul></ul><ul><ul><ul><li>Buy airtime </li></ul></ul></ul><ul><ul><ul><li>Send to someone else </li></ul></ul></ul><ul><ul><ul><li>Buy from 35 online merchants </li></ul></ul></ul>
    37. 37. Pay Wallet Monday, May, 30, 2011 Slide No:37 FNB eWallet Solutions Efficiency through mobile technology Pay Wallet allows FNB Corporate, Commercial and Public Sector customers to pay anyone electronically, without the recipient requiring a bank account. <ul><ul><li>Single source </li></ul></ul><ul><ul><li>Multiple recipients </li></ul></ul><ul><ul><li>Personal information captured & stored </li></ul></ul><ul><ul><li>Pay to phone or card </li></ul></ul>Cardless cash out
    38. 38. Quick Facts Monday, May, 30, 2011 Slide No:38 FNB eWallet Solutions Efficiency through mobile technology <ul><ul><li>eWallet services was launched in October 2009. </li></ul></ul><ul><ul><li>As at December 2011 close to 350 000 eWallets had been created. </li></ul></ul><ul><ul><li>In December 2010 alone, more than R60,000,000 was sent to cellphones with FNB eWallet </li></ul></ul>
    39. 39. eWallet Growth Monday, May, 30, 2011 Slide No:39 FNB eWallet Solutions Efficiency through mobile technology
    40. 40. Mobile success factors Monday, May, 30, 2011 Slide No:40 FNB eWallet Solutions Efficiency through mobile technology <ul><ul><li>Banks are able to provide low cost digital infrastructure, minimizing reliance on bricks and mortar infrastructure: </li></ul></ul><ul><ul><li>More affordable for the bank. </li></ul></ul><ul><ul><li>Provides accessibility, convenience and affordability for the customer. </li></ul></ul><ul><ul><li>Provides the evolution of additional multifunctional financial services required by the African market. </li></ul></ul>
    41. 41. Key learnings Monday, May, 30, 2011 Slide No:41 FNB eWallet Solutions Efficiency through mobile technology <ul><ul><li>Mobile is not novel anymore – it is a necessity </li></ul></ul><ul><ul><li>Mobile is the most direct access to customers at the lowest cost </li></ul></ul><ul><ul><li>Architect for volumes </li></ul></ul><ul><ul><ul><li>Transaction volumes </li></ul></ul></ul><ul><ul><ul><li>Operator partnerships </li></ul></ul></ul><ul><ul><ul><li>Scalability </li></ul></ul></ul><ul><ul><ul><li>Maintenance </li></ul></ul></ul><ul><ul><li>It is not just about technology </li></ul></ul><ul><ul><ul><li>User interface </li></ul></ul></ul><ul><ul><ul><li>Safety </li></ul></ul></ul><ul><ul><ul><li>Customer support </li></ul></ul></ul><ul><ul><li>It’s a continuous and fast-paced evolution </li></ul></ul>
    42. 42. The world is mobile Monday, May, 30, 2011 Slide No:42 FNB eWallet Solutions Efficiency through mobile technology <ul><ul><li>6.8 Billion is the world population </li></ul></ul><ul><ul><li>1.9 Billion Internet subscribers </li></ul></ul><ul><ul><li>5 Billion Cellphone subscribers </li></ul></ul><ul><li>Source: </li></ul><ul><li>Internet world statistics </li></ul><ul><li>www.internetworldstats.com </li></ul>
    43. 43. Thank You Questions? Monday, May, 30, 2011 Slide No:43 FNB eWallet Solutions Efficiency through mobile technology

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