Online Channel Optimization. Redefining Online Banking So It s More Personal for Your Customers and More Profitable for You

Transcription

1 Online Channel Optimization SM Redefining Online Banking So It s More Personal for Your Customers and More Profitable for You

2 A Richer Online Experience for Your Customers Increased Control and Profitability for You Online Channel Optimization For consumers, online is about convenience. It s about instant access to their information, real-time interactions and security. It s also about using the latest online technology, enjoying a relevant, personalized experience and feeling a sense of community. For your financial institution, delivering the optimal customer experience online is more complex. It s about managing and integrating the technology that powers your entire online channel, keeping up with the rapid pace of innovation, designing a superior user experience and transforming transactional and behavioral data into actionable intelligence all while surpassing your financial institution s business goals. The definition of online will continually change as new waves of consumers, whose formative years online are shaped by leading-edge Web experiences, use new technology and devices to interact and transact online. This introduces heightened consumer expectations and forces your financial institution to face new levels of complexity in anticipating the customer s next desire as well as your competitor s next move. CheckFree solutions help your financial institution reach its goals of driving online revenue, increasing share of wallet and lowering servicing costs all while offering your customers a rich, easy-to-use and secure online experience through your website. Doing so requires varying degrees of control and integration behind the scenes, and this is inherent in our overall approach. The online banking channel will outpace every other channel in growth of transactions, increasing more than 27 percent annually and slowly becoming the most powerful channel the bank has ever deployed. (TowerGroup, October 2007) Optimizing the User Experience more profitable than customers who do not use these services. By layering a suite of premium services into this optimal online environment, financial institutions can increase the profit-per-customer even more. What Do We Know About Current Consumer Perspectives Toward Their Online Banking Experience? nconsumer behavior and attitudes show us that demographics and income should not be considered stand-alone indicators of a consumer s propensity to adopt and use online banking and bill pay services. The Evolution of the Online Banking Channel Growth in transactions made online will outpace transaction growth in all other innovations introduced to date (ATMs, branches and call centers). By 2010, the Internet will handle 31 billion consumer banking transactions per year, compared with 17.8 billion transactions through call centers and 14.7 billion each through branches and ATMs. (TowerGroup, October 2007) Online, Redefined Usability is a key differentiator for CheckFree. In fact, we invest more than $80 million annually in research and development targeted specifically to the online channel. The output of this significant investment is a next-generation user experience that incorporates deep consumer insight from consumer research studies, segmentation models, usability tests and rapid prototyping. With this insight, products and services can then be tailored to individual consumer segments to nconsumers see their bank s online channel as a natural vehicle to connect to the community around them and exchange tips about budgeting and managing money. nmost consumers who feel valued by their financial institution are open to being crosssold other products and services, provided the offers are relevant and contextual. The online channel will evolve on a continuum of new features, enhanced banking, bill payment and value-added services as well as content that is contextual to each consumer, at each interaction. In order to optimize return on investment, financial institutions will be expected to keep up with the rapid pace of innovation while guarding against a disjointed user experience or high integration and maintenance costs. The CheckFree approach to optimizing your online channel is simple. We help you deliver a world-class user experience that enables you to optimize every customer touch point, allowing you to deepen customer relationships and ultimately capitalize on each precious interaction. Our approach to integration and deployment enables you to rapidly and seamlessly deploy new innovations and enhancements with the degree of control and integration that is right for your organization, at the maximize adoption and usage, drive deeper relationships and increase profit per customer household. Optimizing the R in ROI Financial institutions must be able to deliver profitable returns from the online channel, as with other traditional channels. Industry research shows that households who use online banking services, such as electronic billing and payment, utilize more banking products, carry higher balances, are less likely to leave the institution and are nmost consumers expect their online bank to recognize them, based on past behaviors and customer data, and to offer a more personalized experience based on that information. (Source: CheckFree Ethnographic Research, November 2007) lowest total cost to serve that channel.

3 We re in the Business of Helping You Grow Your Business At CheckFree we are focused on delivering bottom line Regardless of the deployment model, financial institutions CheckFree Solutions Optimize Your Online Channel impact so that your financial institution can achieve the must consider their desired customization of the user business goals of your online channel. To accomplish experience, level of integration with other online services Online Banking CheckFree provides flexible Online Channel Optimization this, we integrate best-in-class online banking, electronic and degree of burden they are willing to assume. nconsumer Banking solutions that are designed to help financial institutions billing and payment, and value-added services into one nbusiness Banking maximize their online potential and drive increasingly seamless user experience that leverages behavioral and CheckFree is best positioned to help each institution npersonal Financial Management more profitable relationships. Each solution delivers transactional intelligence inherent in our infrastructure. through the deployment process by engaging our nmobile Banking what you ve come to expect from CheckFree This allows financial institutions to target the right experienced professional services team to provide end- nremote Deposit Capture state-of-the-art security, industry-leading usability and audiences with the right messages and cross-sell other to-end deployment consultation. As a result, financial nalerts a proven track record in quality product development banking services when they are relevant to the customer institutions have CheckFree as a true partner to guide ne-statements and technology innovation. and profitable for your institution. them through the implementation of any approach, be it nonline Transfers hosted, software or a blend of services. This approach nonline Account Opening and Funding From online banking, electronic billing and payment ultimately helps support an institution s multi-channel ncomprehensive Self-Service Tools and fraud management, to information services and strategy for branch, ATM, call center and the Web. A Collaborative Partner Committed to Your Success Electronic Billing and Payment nelectronic Bill Presentment and Payment ne-bills other value-added financial services, CheckFree has been helping organizations optimize financial services technology for more than 25 years. Avid use of multiple online services leads to increased profitability. Source: Case Study: SunTrust Quantifies the Profitability Impact of ebill Usage, (Forrester, March 5, 2008) Since the inception of online banking and bill pay, CheckFree has helped financial institutions drive valuable consumer and business interactions through their secure sites. Our approach to online channel optimization is focused on providing: nmarket leadership in a proven usability approach with a well-rounded offering of financial services that nexpedited Payments ncredit/debit Card Payments nbusiness Bill Pay nbusiness Invoicing Presentment and Payment npayment Warehouse Solutions Security and Fraud Prevention nmulti-factor Authentication nfraud Detection, Alerts and Prevention For more information about how CheckFree can help you optimize your online channel, please call us at , us at optimize@checkfree.com or visit our website at Optimizing Deployment of the Service In order to serve the needs of the entire financial services marketplace, CheckFree focuses on providing total flexibility in terms of service deployment. In addition to hosted services, CheckFree also continues to focus on enhancing its enterprise software solutions which can be run by financial institutions on-premise and managed within their data centers. Hybrid options provide a spectrum of hosted, software, and/or Web services combinations that can be tailored to each institution based on their desired approach. together deliver a best-in-class user experience na focus on delivering the solutions you need in order to better monetize the potential of the online channel and drive increased profitability and market growth nmore than 25 years of proven execution and leadership from a partner who is dedicated to delivering world-class financial services technology to you and your customers nseamless integration of the industry s leading online banking, electronic billing and payment, and value-added services with core banking systems to provide end-to-end financial services from a single technology provider Cross-Sell and Up-Sell Solutions ncampaign Management nadoption Marketing Services nconsumer Research ndata Analytics Services Technology and Connectivity Solutions napplication Solutions nhosted Solutions nweb Services nopen Financial Exchange (OFX)

4 Envision An Optimized Experience at Every Touch Point Online Channel Optimization for Financial Services APPLY TODAY! CROSS-SELL More than ever, financial institutions are now poised to tap into the power of the online channel to enhance and monetize a strong, recurring online banking and bill payment relationship, while anticipating and delivering on their customers changing needs. Acquisition SECURE ONLINE ENVIRONMENT Welcome, Sarah! view and pay bills view account set budgeting goals ONLINE MONEY MOVEMENT MONEY MARKET $ ONLINE MONEY MANAGEMENT Retention The result? Your end-users are empowered to better manage their finances, achieve key personal milestones and forge a trusted relationship with your institution. Flexible deployment, a secure infrastructure and industry-leading consumer insights enable your organization to meet its needs and your goals every step of the way. NEW ONLINE CUSTOMERS EXISTING CUSTOMERS ATM BRANCH CONTACT CENTER OPEN MOBILE FUND SECURE ONLINE ENVIRONMENT Welcome Back, Sarah! view and pay bills view accounts budgeting tools credit card home equity line business loan ONLINE COMMUNITY INVESTMENTS RETIREMENT $$ EDUCATION ALERTS AND SELF-SERVICE EQUITY LINE When you partner with CheckFree, you leverage our extensive experience in usability, consumer insights, operational quality and deployment of online financial services to deliver the solution you need to optimize your online channel. Transform your online channel into a profit-rich hub of interaction with your customer base. BUSINESS LOAN BUSINESS BANKING PAY with CARD? PAY TODAY scorecard savings goals budgeting tips peer advice COLLABORATIVE APPROACH FLEXIBLE DEPLOYMENT NEW BILL: MAKE PAYMENT? E-BILLS AND E-STATEMENTS CARD- BASED PAYMENTS SIGN UP NOW MOBILE SECURITY AND FRAUD PREVENTION EXPEDITED PAYMENTS PERSONALIZED OFFERING Increased Profitability CONSUMER INSIGHTS

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