Mobile Solutions for an Innovative Bank Rebekka Keough Innovation Manager

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1 Mobile Solutions for an Innovative Bank Rebekka Keough Innovation Manager

2 Bankinter at a glance

3 Spanish retail bank Retail bank with domestic focus 40 billion funds held ~550 branches Over 4,000 employees and 732K active clients Specialized in affluent and mass affluents

4 Our strategic levers 1 2 People 3 4 Innovation Technology Quality

5 Innovation focused

6 Bankinter labs Co-creating with clients

7 Innova Engaging employees

8 Foundation of Innovation Drawing from the experts

9 Ecosystem of partners Deusto

10 Innovation focused

11 Offering a multi-channel network Mobile Branches ATM s Internet Fully integrated Clients Telephone Videocall Agents

12 Mobile banking as a profitable business

13 Mobile penetration rate in Spain Bankinter is a pioneer in mobile banking in Europe Smartphone MVNO Java Apps Mobile internet banking SMS 2001 today Time

14 Mobile banking. SMS * * * * * Alerts and consults with transactional response Cross sell and up-sell Multi-conversational >150 products and flows 73% client penetration Platform property of Bankinter CRM integrated

15 Mobile banking. SMS $130 Notifications & alerts Transactions SMS containing transaction data and current exchange rate Block credit card responding to SMS SMS Bankinter in your mobile: 7 th Nov 10pm. Payment at NikeTown card number XXX456, amount 98. If you want to block your card, please answer BLOCK 345. accept

16 Mobile banking. SMS $1,200 Up-selling opportunity Bankinter offers financing SMS Bankinter finances your EUR951 payment at Bestbuy NY in 12 installments of EUR90 per month. Answer YES to contract. accept

17 Mobile banking. SMS 7,500 Cross-selling opportunity Medial insurance offered SMS Bankinter and AXA offer you 6,000 insurance in medical services abroad. Price: 10. Please, answer INS to contract. accept

18 Results SMS Driving a business model 1.5% Cross-selling success rate of financial products High margins on products such as pre-authorized loans, auto and health insurance

19 Results SMS Security +30% usage -6% fraud

20 Results SMS Cost savings * * Blocking card via SMS reduces costs of operation 93% Redirection of conservative 10% of informative inquiries to call center = 1.2M savings Call Center SMS Savings Cost of transaction euros * Pull alerts are charged to client at 0.10 /SMS

21 Results SMS Intangible benefits Convenient relationship, friendly and personalized offer GAP 11 points Bankinter SMS Channel 85% Bankinter channel average 74% Spanish Banking average 69% Quality Index (customer satisfaction)

22 Mobile penetration rate in Spain Bankinter is a pioneer in mobile banking in Europe Smartphone MVNO Java Apps Mobile internet banking SMS 2001 today Time

23 Mobile banking. Java applications * * * Downloadable mobile brokerage application for Symbian, Windows Mobile and BlackBerry OS Real-time trading 20+ markets Distribution Broker in a Box

24 Mobile banking. Java applications Latest version of Broker Users of broker mobile are 3x more active than online-only broker clients

25 Mobile penetration rate in Spain Bankinter is a pioneer in mobile banking in Europe Smartphone MVNO Java Apps Mobile internet banking SMS 2001 today Time

26 Mobile banking. Mobile Internet. * * * Based on the transactions most often carried out by users Mobile Web native design: Simple graphics Data consumption is minimized Global bank statement in 5 rows CRM enabled

27 jan-08 mar-08 maj-08 jul-08 sep-08 nov-08 jan-09 mar-09 maj-09 jul-09 sep-09 nov-09 jan-10 mar-10 maj-10 jul-10 sep-10 nov-10 jan-11 mar-11 maj-11 jul-11 Mobile banking is taking off thanks to the smartphone boom Smartphone Boom! 36% Client penetration Summer 6% Of total bank transactions 90% Growth rate per year

28 Mobile channel saving costs * * * Study amongst clients over 18 months Mobile diverting ~34,000 calls/ month Savings >1M / year Significant negative correlation

29 Continuously improve service in collaboration with clients GAP 3 points Bankinter s Mobility Channel 78% Bankinter s channels average 75% Spanish Banking average 69% Quality Index (customer satisfaction)

30 Mobile banking driving innovation

31 Mobile penetration rate in Spain Bankinter is a pioneer in mobile banking in Europe Smartphone MVNO Java Apps Mobile internet banking SMS 2001 today Time

32 Bankinter clients use smartphones much more than the average >90% 41% Bankinter mobile bank clients Spain

33 Bankinter clients use predominately iphone 54,8% Android BlackBerry iphone Symbian Windows CE Others

34 New developments for smartphones Broker Touch Trade in 25 international markets Biometric recognition, shake refresh

35 New developments for smartphones Augmented reality New technologies and distribution model 20,000 users in augmented reality and location based services

36 New developments for smartphones For employees and enterprise too Enterprise apps Application to sell life insurance

37 New developments for smartphones New sophisticated concepts in design

38 New developments for smartphones Same design for different platforms

39 Focus on multimedia content Access to private zone Multimedia

40 Mobility as the new basis for Internet developments * * * * Contextual banking Anticipative banking (most probable operation) Banking based on notifications Distribution partners

41 Expanding business model

42 Mobile penetration rate in Spain Bankinter is a pioneer in mobile banking in Europe Smartphone MVNO Java Apps Mobile internet banking SMS 2001 today Time

43 2008 Bankinter launched a MVNO

44 Bankinter Mobile. Value proposition Telephone service Price Value added services

45 MVNO. Integration with the Bank

46 MVNO. Integration with the Bank

47 MVNO. Integration with the Bank Phone service minutes

48 MVNO. Integration with the Bank

49 Bankinter Mobile Client Penetration 10% Penetration online clients

50 MVNO. Now for non-clients too

51 New challenges: payments

52 Mobile payments have always been of interest to Bankinter Hal Cash 1 2 * Withdraw cash from ATM using only code received via SMS 3 4 * Recipient client or nonclient

53 MVNO and NFC

54 Friends and family pilot

55 Transportation pilot One SIM, duo functionality Remote services via BK.com

56 Pilot with Telefonica District C employees

57 Key messages

58 Mobile banking business-plan drivers * * * * Cross-sell and up-sell opportunities Incremental revenue from service fees Cost savings and fraud reduction Convenience drives business transaction volume Quality and customer satisfaction

59 Important pillar of strategic innovation programs * * * Multichannel development Expansion of current business model New products New clients Packaging and selling technology New methods of banking distribution

60 Key success factors Evolution through technology Always with a business plan Client centered design and experience Don t think like a bank!

61 Thank You. Tack Så Mycket.

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