Mobile Banking. Best practice and case studies

Transcription

1 Mobile Banking Best practice and case studies

2 TABLE OF CONTENTS ACKNOWLEDGEMENTS 3 About the author: David J Cavell FCIB 3 About the publisher: RBR 3 Confidentiality 3 Disclaimer 3 TABLE OF CONTENTS 4 TABLE OF FIGURES 8 EXECUTIVE SUMMARY 9 Introduction 9 Section A: Retail banking case studies 10 Section B: Development and implementation of a mobile banking strategy 11 Conclusions 12 INTRODUCTION 14 Report objectives 14 Retail bank objectives 14 Relationship development and transaction banking 15 mpos 17 Conclusion 17 SECTION A: RETAIL BANKING CASE STUDIES Bank of South Pacific (BSP), Papua New Guinea Background Delivery channel mix Leveraging e-channels for retail banking customers Leveraging e-channels domestic remittances Leveraging e-channels commercial traders Conclusion Barclays Bank Group, UK Background Delivery channel innovation Current mobile banking strategy Pingit Conclusion CaixaBank (La Caixa), Spain Background Delivery channel strategy Mobile banking Contactless Conclusion 35 RBR 2013 Page 4

3 4. Commonwealth Bank of Australia (CBA), Australia Background Transformation at CBA Mobile banking at CBA the foundations Building the service Conclusion Deutsche Postbank (Deutsche Bank Group), Germany Background Delivery channel strategy The mobile mission Mobile features Looking to the future Conclusion FNB (First Rand Group), South Africa Background A multi-channel delivery strategy Laying the foundations for cell phone banking Building up the service proposition The ewallet The developing tablet Understanding and supporting the customer Conclusion Garanti Bank, Turkey Background Delivery channel strategy First generation mobile banking The developing market igaranti Click on the Avatar! Conclusion ICICI Bank, India Background The mobile banking proposition The platforms Mobile Money partnerships Business development Conclusion Moven, USA Background A bank account for the next generation Service features Channel strategy Building the foundations for tomorrow Conclusion 71 RBR 2013 Page 5

4 10. NTT DOCOMO (NTT), Japan Background An evolving business model Payment facilities: growth and development Service development Lifestyle service development Trials and pilots Conclusion OCBC Bank, Singapore Background The early OCBC mobile banking service Heralding a new generation Personal financial management (PFM) Conclusion Standard Bank, South Africa Background Services and features Other developments Financial inclusion Conclusion Wells Fargo, USA Background The Wells mobile banking options Mobile cheque deposit Conclusion Western Union, USA Background Segments and needs Mobile wallets Working with billers Conclusion 97 SECTION B: DEVELOPMENT AND IMPLEMENTATION OF A MOBILE BANKING STRATEGY The developing mobile market The scale of the opportunity Africa China and India The USA Summary Customers Background The customer checklist of issues Generation and gender issues Where and why? Customer support Summary 109 RBR 2013 Page 6

5 17. BT and YOUBIQUITY FINANCE, UK Introduction Smartphone adoption and use Social media Conclusion Features and functionality Background General banking functionality Social media Working with other channels Conclusion The ATM Industry Association (ATMIA) Introduction Best practices for mobile device banking security ATM contactless payment acceptance best practices Conclusion MasterCard, Europe Background MasterCard and the developing digital world Contactless MasterPass User feedback by social media Financial inclusion Conclusion Visa, Europe Background A developing portfolio Enabling mobile financial services The Visa Ready programme Contactless Conclusion Final thoughts An optimised approach Building the business case Conclusion 141 APPENDIX: CONTRIBUTORS 142 RBR 2013 Page 7

6 TABLE OF FIGURES Figure 1: The rural trading environment of BSP Figure 2: The launch of Pingit in February Figure 3: CBA flagship branch in Brisbane Figure 4: Timeline of Deutsche Bank s mobile banking offering Figure 5: Deutsche Bank s mobile banking product line Figure 6: The exciting interior of the new dotfnb stores Figure 7: Moven mobile money management Figure 8: The Moven proposition Figure 9: Detailed information displays at OCBC Figure 10: The Standard Bank branch of the future at Potchefstroom Figure 11: The bank shop concept now being rolled out at Standard Bank Figure 12: Mobile cheque deposit at Wells Fargo Figure 13: The benefits of mobile banking Figure 14: Consumer preferences for online video chat with financial services provider 113 Figure 15: Using social media to interact with customer services at your bank RBR 2013 Page 8