e-Business World 2013 - Πάικος Κωστής: Creating an engaging banking experience - The...
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- 1. Mobile Banking ServicesCreating an engaging banking experienceCostis Paikose-Business Services Subdivision Manager EurobankBoard Member - IAB HellasCostis Paikose-Business Services Subdivision Manager EurobankBoard Member - IAB Hellas
2. 2Customers are becoming more demanding from theiroverall experienceThey want more power, control, transparency &quality of serviceBank products have become commoditized & pricingdifferentiation capabilities are tightCustomer experience is a key differentiation parameterTechnology is the key enabler as it allows anorganization to offer Personalization & Interactivity 3. 3e-Services can create an engaging banking experienceAvailability: 24hr, Online, real-time access to the Bank Proximity: Access through the majority of touch-points customers use (pc, mobile, tablets, phone, socialmedia) Interactivity: Cross channel synergies during thecustomer journeyAdding value e-services contributeto customer satisfaction & retention(e.g sms alerts, location basedservices, etc) 4. 4Full set of m-Banking servicesReal time SMS AlertsSMS one timepasswordsAward winning e-Banking siteGreen-StatementsClick2Chat online supporte-ProductsRSS Feeds, ToolbarsBank Branches24hr Call CenterIVR ServicesATM/APS TelephoneAvailable Anytime, Anywhere.TabletMobile 5. 5The experience is Mobile...The experience is Mobile... 6. 6Eurobank mobile services evolutionOffering Account/Card Balances & movementsTransfers, paymentsUser experienceSlow browsingSmall screensInconvenient20002000WAP BANKINGWAP BANKING 7. 7Eurobank mobile services evolutionOffering Account/Card Balances & movementsTransfers, paymentsUser experienceBalance: Y#0026.0032.86.0100889545Transfer: M#0026.0032.86.0100889545 #0026.0032.86.0100889545Inconvenient20002000SMS BANKINGSMS BANKING 8. 8Eurobank mobile services evolutionOffering Account/Card Balances & movementsTransfers, paymentsEurobank Content (press releases, ATM locator)User experience?Slow browsingSmall screensInconvenient20042004iMode BANKINGiMode BANKING 9. 9Eurobank mobile services evolutionOffering Account/Card Balances & movementsTransfers, paymentsValue Adding ServicesUser experience? Fast browsing & big touch screens Unique services based on device techConvenient !!20092009Eurobank appEurobank app 10. 10Devices are smart &attractive !- Big touch-screens- Internet browsing ischeap & fast- On device technologyallows for delivering newtypes of servicesA convenient mobile ecosystemApp Stores opened new ways of mobile content delivery- Apps are easily accessible to mobile phone users- Convenience for app administration/updatesTargeting at its best-Deliver the right message,to the right device, at theright moment-Even traditional marketinghas become interactive &measurable 11. 11Eurobank Mobile ServicesEurobank Mobile Services 12. 12Eurobank m-Banking application is available at everyplatforms app store Real time account, card, loan informationOnline transfers and bill paymentsBranch ATM location through GPSNews through RSS feedUseful tools & calculatorsFree Call customer supportEurobank appEurobank app Banking on the Go!The m-Banking application was launched in Nov 2009 and offers banking as well as VASservices! 13. 13Eurobank m-Banking application is available at everyplatforms app store Real time account, card, loan informationOnline transfers and bill paymentsBranch ATM location through GPSNews through RSS feedUseful tools & calculatorsFree Call customer supportEurobank appEurobank app Banking on the Go!The m-Banking application was launched in Nov 2009 and offers banking as well as VASservices!LocationLocationBasedBasedServiceService 14. 14Live-Pay mobile payments app also available Payments through credit card issued by any bank!Utility payments, hotels, insurance, fees, etcThe app requires no registration, however, givesthe ability for card saving and history of paymentsThe application supports Barcode ScanningcapabilitiesLivepay appLivepay app Payments on the Go!Through the Livepay payment center, cardholders of ANY Bank can pay online 470organizations.BarcodeBarcodeScanningScanning 15. 15Epistrofi reward scheme app ! Users can see online their Epistrofi EurosThey can locate all participating shops nearbytogether with the relevant discount they offerUsers receive targeted offers/gifts fromparticipating shops based on their profile as well aslocationEpistrofi appEpistrofi app Rewards on the Go!Epistrofi is a reward program for Eurobank Credit Cardholders that compensates withinstant cash-back, card usage from 5,000 shops participating in the program.LocationLocationBasedBasedMarketinMarketingg 16. 16Transactional SMS for e-Banking usersAccount/Card Balances & movements through theexchange of secure SMS between he Bank and thecustomerThe customer registers the phone no. to the Bankand sends sms requests according to the requiredinfo.Many new events can be also integrated (e.g.report card loss, new card activation, etcSMS BankingSMS Banking Text your account, it will text u back !2 way alerts allow users to request and receive information through sms concerningtheir account/card balance and movements. Its cheap, easy & fast. 17. 17SMS Notifications for e-Banking usersEvent driven informational text messages sent fromthe BankAccount/Card activity (e.g ATM Withdraw, balancevariation, payment)Transaction results (swifts, scheduled payments)e-Banking security (password change, certificateissuance)NotificationsNotifications Peace of Mind !Through the Notifications service, customers can gain control over their transactions byreceiving sms/email messages concerning their accounts/cards activity 18. 18SMS OTPs for eBanking transaction validationOTPs can be used for one transaction and can beused for a short period of time (2 mins)The customer registers the phone no. to the Bankand requests SMS OTPs while performingtransactions through the eBanking channelOne Time PasswordsOne Time Passwords Cross Channel Synergies!eBanking users can validate their online transactions through SMS One time Passwords534264534264 19. 19m-Payments is the next big hit !m-Payments is the next big hit ! 20. 206973243204DisplaySMSQRDistribution & promotion is also convenient!Connect with the right CUSTOMER, at the right MOMENT, on the right DEVICE ! 21. 21Distribution & promotion is also convenient!Traditional marketing activities have become Interactive & Measureable !0 10 20 30 40 50 60 70 80 90 100 Ethnos REAL NEWS DEAL NEWS6 QRCode Scans per Medium 22. 22Well designed e-Services improve user experience & make happ-e-customersIts all about Customer Experience 23. 23Thank u !Thank u !