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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