Why a mobile wallet is your key to multi-channel selling David Jokinen, Product Director. Wednesday 25 th April 2012

Transcription

1 Why a mobile wallet is your key to multi-channel selling David Jokinen, Product Director Wednesday 25 th April 2012

2 Overview Sales channels Channel characteristics Regional stereotypes Scheme classifications Success strategies Case studies

3 Sales channels

4 M-commerce accessibility Source: KPCB, Oct 2011

5 M-commerce growth World mobile commerce growth ($US billions ) $ Mobile 600 Online $119 $1.2 $ Source: BitWizards, via Marketing Charts, July 2011

6 M-commerce trends Source: e-dialog, via Econsultancy blog, July %of UK consumers plan to use a smartphone to make a purchase Source: IMRG, August 2011 Source: Google, July 2011

7 Channel characteristics

8 Desktop web Large display Quick data entry Universal compatibility Mandatory connectivity Limited portability

9 Mobile web Small display Slow data entry Limited compatibility Mandatory connectivity High portability

10 Mobile app Small display Slow data entry Restrictive compatibility Optional connectivity Exceptional portability

11 Multi-channel commerce Connects online and offline worlds via mobile wallet Reduces point-of-sale cost Improves checkout flow, customer service, loyalty Enables new non-traditional retail locations, scenarios

12 Regional stereotypes

13 Europe Single market with many currencies Inconsistent penetration of payment cards Good availability of instant bank transfers

14 North America Single market with few currencies Saturated penetration of payment cards Poor availability of instant bank transfers

15 Scheme classifications

16 Scheme classifications Payment Card Direct Debit Bank Transfer Stored Value Global coverage Regional coverage Flexible implementation Restrictive implementation Instant t authorisation ti Deferred authorisation Instant settlement Deferred settlement

17 Success strategies

18 Success strategies Unified experience across devices and locations Leverage personal data already known Increasing popularity of mobile wallet services Equally relevant for closed-loop environments Select a multi-channel payment service provider

19 Success strategies Complex regulations and supply chains Local legal entities and bank accounts Essential to take a consolidated approach Organic growth and assimilation of acquisitions Select a multi-regional payment service provider

20 Success strategies Differing implementation capabilities and requirements Wide-ranging fee structures and risk profiles Simplicity of consuming a normalised offering Benefits of focusing on your core business Select a multi-scheme payment service provider

21 Success strategies Unified Payment Platform Customer profile management Flexible workflow configuration Comprehensive white-label capability Range of technical integration options

22 Case Studies

23 The client UK s largest home shopping retailer UK s largest home shopping retailer Yodel home delivery network Financial services business model 18 million transactions per annum

24 The challenge Bespoke payment solution supporting online, mobile, call centre, IVR, recurring CRM integration ti to minimise i i call durations Back-office integration with internal processes Eliminate exposure to payment card details Failed attempt to implement internally Decision to outsource via formal RFP

25 The solution Single integration to Unified Payment Platform Bespoke interface for online, mobile, call centre Extensive use of workflow control capabilities Tokenised API for call centre, IVR, recurring Migration of PANs from their systems to ours Multi-regional, multi-scheme, multi-currency

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27 The client Leading multinational insurance group Leading multinational insurance group 300 year heritage; 23,000 employees 17 million customers in 130 countries 7B in premiums; 14B in investments

28 The challenge Bespoke payment solution supporting online, mobile, call centre, IVR, recurring CRM integration ti to minimise i i call durations Back-office integration with internal processes Eliminate exposure to payment card details Failed attempt to implement internally Decision to outsource via formal RFP

29 The solution Single integration to Unified Payment Platform Bespoke interface for online, mobile, call centre Extensive use of workflow control capabilities Tokenised API for call centre, IVR, recurring Migration of cards from their systems to ours Filtering of card types and issuing countries Significant reduction of fraudulent transactions

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31 Summary Sales channels Channel characteristics Regional stereotypes Scheme classifications Success strategies Case studies

32 Why a mobile wallet is your key to multi-channel selling David Jokinen, Product Director