Bzwbk mobile bank innovation stambul
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Transcript of Bzwbk mobile bank innovation stambul
IMPROVING CUSTOMER RELATIONSHIPS THROUGH THE MOBILE PROPOSITION
YOUR BANK IS ALWAYS WITH YOU
BZWBK24 mobile
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BANK ZACHODNI WBK
Małopolskie
PomorskieZachodnio-Pomorskie
Lubuskie Wielkopolskie
Kujawsko-Pomorskie
Warmińsko-Mazurskie
Łódzkie
Mazowieckie
Lubelskie
PodkarpackieŚląskie
OpolskieDolnośląskie
Świętokrzyskie
Podlaskie
41
27109
56
43
18
19
11722
80
56
15
20
25
124
45
Poznań
Kraków
Łódź
Wroclaw
Warsaw
Gdańsk
Szczecin
Lublin
Częstochowa
9
114
9
5
7
1
71
6
7
8
5
4
18
11
Member of Santander Group 1000+ BZ WBK branches 1338 ATM 2 mln active online clients 420 000 mobile active clients
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Payment Scheme organizationsPayment Scheme organizations New payment systemsNew payment systems
TelecosTelecos
BANKS ENVIRONEMENT IS CHANGING
MerchantsMerchants
Payment methods created by the merchants
NFC payments promoted by the Telecos in cooperation with banks
+ banks
Initiatives of payment scheme organizations
BANK
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Customers who are frequent users of their bank’s mobile app are more satisfied with their bank and will recommend that bank to others.
Mobile app usage clearly translates to loyalty for Millenials.
FICO REPORT 07/2014
CUSTOMERS NEED MORE ATTENTION
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Mobile customer aquisation
To persuade a need of mobile banking. First
app downloading.
Basic usage
First transactions
Sale
Usage of all mobile channel possibilities
Interest sustain
To encourage cutomers to balance
checking
App downloading is a key start point and first experience of logging…
… second move is creating of needs resulting in frequent logging with active transactions usage.
DESIGING WITH CUSTOMER JOURNEY
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DESIGING FOR DIFFERENT SEGMENTS
Ardent adopters Pragmatic users
Accidental users
Disinclined conservatives
Mobile banking adoption
Tech savvy and very often use mobile banking.Tend to use several advanced features.Expect an optimized experience in every channel. Want to personalize a dashboard.
Often use mobile banking when needed.Use basic functions Open for new features but they look for value. Want to have steady access to an account.
Seldom use mobile banking, only when they must. Do not see additional value in mobile banking.Skeptical about a security of mobile transactions.
Do not use mobile devices for banking.Current banking needs are met without the use of mobile devices.
Recommendations
Advanced mobile banking services like mobile shopping, QR code payments, BLIK.All processes available in mobile channels.They are ready for buying products in this channel.
Common experience in different channels.Offers with value like mobile deposits or better price for cash loans. Look for comfort and usability. Want everything quick.
This group must be convinced about secure nature of mobile transactions through marketing campaigns and demonstrations. To discover a need.
To persuade this group to use mobile banking. They also need to be informed about the security features of mobile usage.
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Customers will receive new mobile payment
method
Launch in January 2015
Functional scope: POS payments, ATM
withdrawal, remote payments, P2P payments,
DOMESTIC STANDARD FOR MOBILE PAYMENTS
2 mln mobile banking users
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Credit Products in mobile:
Cash loans
Overdrafts
Overdrafts increase
2-MINUTES PROCESS WHEREVER YOU ARE, 7 DAYS A WEEK
INOVATIVE SERVICES – CREDIT PRODUCTS
MOBILE CASHLOAN
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INOVATIVE SERVICES – REMOTE ADVISOR
REMOTE ADVISOR
WHEREVER YOU ARE, 7 DAYS A WEEK YOUR ADVISOR IS JUST ONE CLICK AWAY FROM YOU!
VIDEO, CHAT, VOICE connection from banking
app on smartfon and tablet
User authentication
First in Poland in Mobile channel
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INNOVATIVE mSERVICES
CUSTOMERS USING BZWBK24 MOBILE APPLICATION (ANDROID AND IOS) ARE ABLE TO:
buy grocery goods, flowers, gifts and other
donate money to charities
pay directly from their accounts
MOBILE SHOPPING
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CUSTOMERS USING BZWBK24 MOBILE APPLICATION ARE ABLE TO:
pay parking charges in 31 cities
PIN is not required up to PLN 50
CAR PARKS
INNOVATIVE mSERVICES
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CUSTOMERS USING BZWBK24 MOBILE APPLICATION ARE ABLE TO:
buy public transport tickets in 130 Polish
cities
convenient and easy purchase of tickets
without a need for additional transaction
authorization, up to PLN 50 without PIN
support with promotions – free transport
days
PUBLIC TRANSPORT TICKETS
INNOVATIVE mSERVICES
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travel insurance dedicated to people
travelling abroad
24h assistance
Direct payment from account
TRAVEL INSURANCE
INNOVATIVE mSERVICES
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MOBILE GROWTH – BEST ON THE MARKET
1Q 2013 2Q 2013 3Q 2013 4Q 2013 1Q 2014 2Q 2014 3Q 20140
100
200
300
400
152 172 195239
281319
372
Number of BZWBK24 mobile banking cus-tomers (k)
91% growth YoY!
1Q 2013 2Q 2013 3Q 2013 4Q 2013 1Q 2014 2Q 2014 3Q 20140
200
400
600
800
88 116 159 219291
437
625
Number of mobile transactions in BZWBK24 mobile (k)
293% growth YoY!
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Thank you!
Tomasz NiewiedziałHead of Mobile and Internet Banking Area
Bank Zachodni WBK [email protected]