Mobile Banking Services

Creating an engaging banking experience

Costis Paikose-Business Services Subdivision Manager – EurobankBoard Member - IAB Hellas

Costis Paikose-Business Services Subdivision Manager – EurobankBoard Member - IAB Hellas

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•Customers are becoming more demanding from their overall experience

•They want more “power”, control, transparency & quality of service

•Bank products have become commoditized & pricing differentiation capabilities are tight

Customer experience is a key differentiation parameter

Technology is the key enabler as it allows an

organization to offer Personalization & Interactivity

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e-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, social media)

• Interactivity: Cross channel synergies during the customer journey

Adding value e-services contribute

to customer satisfaction & retention

(e.g sms alerts, location based

services, etc)

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Full set of m-Banking services

Real time SMS Alerts

SMS one time passwords

Award winning e-Banking site

Green-Statements

Click2Chat online support

e-Products

RSS Feeds, Toolbars

Bank Branches

24hr Call CenterIVR Services

ATM/APS Telephone

Available Anytime, Anywhere….

Tablet

Mobile

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The experience is Mobile...The experience is Mobile...

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Eurobank mobile services evolution

Offering

• Account/Card Balances & movements

•Transfers, payments

User experience

•Slow browsing

•Small screens

•Inconvenient

20002000

WAP BANKINGWAP BANKING

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Eurobank mobile services evolution

Offering

• Account/Card Balances & movements

•Transfers, payments

User experience

•Balance: Y#0026.0032.86.0100889545

•Transfer: M#0026.0032.86.0100889545 #

0026.0032.86.0100889545

•Inconvenient

20002000

SMS BANKINGSMS BANKING

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Eurobank mobile services evolution

Offering

• Account/Card Balances & movements

•Transfers, payments

•Eurobank Content (press releases, ATM locator)

User experience?

•Slow browsing

•Small screens

•Inconvenient

20042004

iMode BANKINGiMode BANKING

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Eurobank mobile services evolution

Offering

• Account/Card Balances & movements

•Transfers, payments

•Value Adding Services

User experience?

• Fast browsing & big touch screens

• Unique services based on device tech

•Convenient !!

20092009

Eurobank appEurobank app

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Devices are smart &

attractive !

- Big touch-screens

- Internet browsing is

cheap & fast

- On device technology

allows for delivering new

types of services

A convenient mobile ecosystem

App Stores opened new ways of mobile content delivery

- Apps are easily accessible to mobile phone users

- Convenience for app administration/updates

Targeting at its best

-Deliver the right message,

to the right device, at the

right moment

-Even traditional marketing

has become interactive &

measurable

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Eurobank Mobile ServicesEurobank Mobile Services

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Eurobank m-Banking application is available at every

platform’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 support

Eurobank appEurobank app Banking on the Go!

The m-Banking application was launched in Nov 2009 and offers banking as well as VAS services!

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Eurobank m-Banking application is available at every

platform’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 support

Eurobank appEurobank app Banking on the Go!

The m-Banking application was launched in Nov 2009 and offers banking as well as VAS services!

Location Location Based Based

ServiceService

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Live-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, gives

the ability for card saving and history of payments

•The application supports Barcode Scanning

capabilities

Livepay appLivepay app Payments on the Go!

Through the Livepay payment center, cardholders of ANY Bank can pay online 470 organizations.

Barcode Barcode ScanningScanning

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Epistrofi reward scheme app !

• Users can see online their “Epistrofi” Euros

•They can locate all participating shops nearby

together with the relevant discount they offer

•Users receive targeted offers/gifts from

participating shops based on their profile as well as

location

Epistrofi appEpistrofi app Rewards on the Go!

Epistrofi is a reward program for Eurobank Credit Cardholders that compensates with instant cash-back, card usage from 5,000 shops participating in the program.

Location Location Based Based

MarketinMarketingg

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Transactional SMS for e-Banking users

•Account/Card Balances & movements through the

exchange of secure SMS between he Bank and the

customer

•The customer registers the phone no. to the Bank

and sends sms requests according to the required

info.

•Many new “events” can be also integrated (e.g.

report card loss, new card activation, etc

SMS Banking SMS Banking Text your account, it will text u back !

2 way alerts allow users to request and receive information through sms concerning their account/card balance and movements. Its cheap, easy & fast.

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SMS Notifications for e-Banking users

•Event driven informational text messages sent from

the Bank

•Account/Card activity (e.g ATM Withdraw, balance

variation, payment)

•Transaction results (swifts, scheduled payments)

•e-Banking security (password change, certificate

issuance)

Notifications Notifications Peace of Mind !

Through the Notifications service, customers can gain control over their transactions by receiving sms/email messages concerning their accounts/cards activity

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SMS OTP’s for eBanking transaction validation

•OTPs can be used for one transaction and can be

used for a short period of time (2 mins)

•The customer registers the phone no. to the Bank

and requests SMS OTPs while performing

transactions through the eBanking channel

One Time Passwords One Time Passwords Cross Channel Synergies!

eBanking users can validate their online transactions through SMS One time Passwords

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m-Payments is the next big hit !m-Payments is the next big hit !

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Display

SMS

QR

Distribution & promotion is also convenient!Connect with the right CUSTOMER, at the right MOMENT, on the right DEVICE !

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Distribution & promotion is also convenient!Traditional marketing activities have become Interactive & Measureable !

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Well designed e-Services improve user experience & make happ-e-customers…

Its all about “Customer Experience…”

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Thank u !Thank u !