3. FSI Excellence Circle. Innovation an der Kundenschnittstelle

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1 3. FSI Excellence Circle Innovation an der Kundenschnittstelle Lassen Sie den Kunden die Wahl! Wie Sie mit kreativem Technologieeinsatz die Kundenzufriedenheit und bindung steigern Wallisellen 19. März 2013

2 Banking wie ich es will: Der Kunde entscheidet Warum man ohne innovative Vertriebskanäle als Retailbank nicht konkurrenzfähig bleibt. Günter Schrems Head Multichannel Solutions Erste Bank Georg Ahbel Principal Platform Specialist Microsoft Österreich GmbH

3 Banking wie ich es will! Der Kunde entscheidet! Warum man ohne innovative Vertriebskanäle als Retailbank nicht konkurrenzfähig bleibt!

4 The customer is in the driving seat! Banking trends in Western Europe Start of a journey Changing customer behaviour and impact for the Austrian banking market Erste Bank talks about successfull innovation projects

5 What drives retail banks? Lost loyalty Consumerization of IT Mobile strategies to create compelling user experiences and grow revenue Mitigate risk and monetize data Turn data into knowledge to increase revenue and efficiency while reducing risk and cost. European Crisis Cost and margin pressures Spiraling regulatory scrutiny Innovation Channel Speed Employer s attractiveness

6 World Retail Banking Report 2012 Putting the customer at the center of all decisions (IT and business) will be a fundamental change in culture for Financial Institutions to survive against competition

7 Channels: It used to be so simple

8 From Multi Channel to Omni Channel Branch/ sales desk ATM/Self Service Kiosks Service Center Online Banking Mobile Connected Devices Social Media Cashless Unattended Flagship Mobile Cash Recyclers Check Processing Hybrid Self- Service Incoming Calls Web Care Teams Outbound Marketing Instant Messenger Chat Personal Financial Management Integrated live chat Complex Product Sales HTML5 Windows Phone ios Android Tablets Xbox Kinect

9 How to be part of the customer s life A financial institution must be present in the financial lives of its customers any time, any place, on any device, across any channel

10 Erste Bank und Sparkassen Percent Increase in Transactions by Banking Channel in % 230% 240% 100% 150% 100% 140% 175% Internal survey shows growth rate in the mobile channel far outpaces the other channels. Okt 11 Dez 11 Feb 12 Apr 12 Jun 12 Okt 11 Jan 12 Apr 12 Jul 12

11 Country of Origin Austria Description Erste Bank, together with the Sparkassen, forms one of the largest banking groups in Austria. In the core business areas deposits and lending emphasis is put on private customers, business customers and the public authorities. Erste Bank (IT daughter sit, together with Microsoft Services Austria), developed this Online Banking Application as part of their electronic banking platform. The app is based upon an existing Windows Phone 7 app and is now available in the Microsoft store. Erste Bank is now exploring further development from the electronic banking app to a full virtual branch application with additional services. 1. Expanding the presence of this app to the end customer through the use of multiple devices and across all smartphone platforms including now Windows 8 Tablets will improve the customer experience. 2. Also used by non banking clients to find branches and teller machines

12 Business Scenario Remote Advisory Web-advisory and chat We support our customers with Webinars to special topics like foreign currency loan Videotelefonie Currently piloting chat. Customes can connect with advisor via homepage. Customer can ask questions which are answered in real-time

13 Crowdsourcing customer participates in innovation Testuser and Blogger involving for new ideas Our costumer be a part in our development process

14 Kundenzufriedenheit aktiv managen 7000 befragte Endkunden 27 Banken, 4 Bausparkassen, 22 Versicherungen Hauptkriterium für positiven NPS Beratungsgespräch ja +29% nein -4% 15

15 Erste Bank Advising Customers on Windows 8 Tablets Country of Origin Austria Numbers Target to be used by 6000 tellers Description Erste Bank, together with the Sparkassen, forms one of the largest banking groups in Austria. In the core business areas deposits and lending emphasis is put on private customers, business customers and the public authorities. Erste Bank (IT daughter sit) has developed this Modern UI Windows 8 App for their branches to improve the advisory experience with regard to budgetary planning. The app, which is fully integrated into the sales process and IT environment, and used by their financial advisors in the branches. These tellers are providing advise to customers for scenarios such as financial simulations related to buying a house and other budget planning scenarios. Erste Bank plans to have 6000 tellers using this app. 1. Business driven project for the core business of the bank. 2. Enables a new quality of advisory service as the advisor and customer are working together on data, simulations and banking products. As such, they move away from a classic desktop where the monitor is between the customer and advisor, to a large tablet where the advisor and customer interact together within the application. 3. Windows 8 tablet integrated into standard IT environment of the bank (management, security, integration into backend) 4. Improved satisfaction both for the customer as for the advisor.

16 Erste Bank Advising Customers on Windows 8 Tablets 72 % 66 % 62 % 84 % 80 % 80 % 75 % New Media (I) Ergonomic (II) Font Size (III) Logical Structure (IV) Color Design (V) Recommend (VI)

17 Mobile Devices revolutionize the salesprocess

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