Non-Financial Services in SME Banking
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1 Business Breakfast Warsaw 12 th February Non-Financial Services in SME Banking Expand Your Reach in the SME Market Presented by: Gaspard Delassus, Customer Relations Nina Nourian, Business Development Our major clients include:
2 Presenting Export Enterprises Bringing 20+ years of business experience in Non-Financial Services Strong Experience 20+ years of experience working with SMEs A diverse and experienced team with multiple skills Projects delivered turn-key within 3 to 6 months Major References Global Approach Operating in 10+ languages and in 30+ countries Based in Paris, offices in New York, Singapore Solutions used by over 500,000 companies/month Global Approach Strong Experience
3 At EE we Manage 40+ B2B Portals Worldwide 20+ years of experience in the field of Non-Financial Services for banks Our Solutions include: Market Entry Services Business Centers Trade Portals SME Portals Business communities Webinar Platforms
4 Starting from the needs of SMEs today.. 4
5 What SMEs Want & Need. Access to Information Timely relevant information, personalized information, responsive design Access to Finance Banking Services available on request Business Opportunities Business origination with importers/exporters, international tenders Competitive Edge Increased sales, streamlined cost «SMEs are looking for new clients not for loans!»
6 And how SME Banking is changing SME needs are changing Clients want innovative and tailored products Digital Revolution Banks needs to catch up with current technology trends Erosion of Credit Falling SME credit loans means SME found alternative sources New Players Technology enables pure players to intervene with banking activities they try and still their lunch «Act as a consultant bank rather than classical approach» -TEB Bank 6
7 What are non-financial services? 7
8 Non-Financial Services on the Market Definition: Services provided by a company that do not include brokering, banking, or anything related to investment. Business Kiosk SME Portals Business Centers Business Communities Trade Platforms Webinar Platforms E-Learning Platforms Mobile Applications 8
9 SME Portal Offering SMEs a platform with business management content 9
10 Example 1: An SME Portal for Saudi Hollandi Bank Providing business tools for entrepreneurs and SME managers Launching Nov2014 Objectives: Monthly visitors 100,000 Monthly page views 400,0000 Registered companies 20,000
11 Example 2: An SME Portal for Standard Bank Project of a new generation SME portal built on the best practices of social networks A Killer Application: The Wall of Opportunities Displays new relevant content based on user s interests A massive flow of content and business opportunities for each user Real-time, relevant personalised content Upcoming information on Webinars 5-10 new items per user per day
12 Example 3: An SME Portal Mestiere Impressa An initiative of BNL for Italian SME providing with Articles, reports, testimonials and good practices 12
13 International Trade Portal Providing import export clients with trade resources to help develop their business in a global world 13
14 Example 4: A Trade platform for Santander clients Empowering clients for business overseas: Business resources, Webinar platform, Community Launched Nov 2013 Unique Visitors 1M in one year Leads Generated 1,000 / month
15 Example 4: A Trade platform for Santander clients Including localized extension such as a Polish Version 15
16 Example 5 : A Trade Platform to engage with non client Empowering French SMEs for business overseas with strategic trade resources Since February 2014 Unique Visitors visits/months +200 new registered companies per month
17 Business Community Helping clients achieve their goals by finding new business opportunities through matchmaking services 17
18 Example 6: A Community for Santander clients Business community for Santander clients world wide; algorithm to suggest matchmaking Launched May 2014 Achievements: Registered companies 20,000 Leads generated 2,000/month
19 Business Centers Providing SMEs with customized services provided by experts 19
20 Example 7: TEB SME Club A complete range of SME non-financial services : SME Academy, SME Consultants, SME Support Line, SME TV, etc. We consider NFS as an investment which ensures loyalty in existing customers, long term relationships, PR and acquisition of new customers. Achievements 300 participants per networking event subscribed members Support Line: 150/200 calls per months + 30 awards!!
21 Example 8: Standard Chartered Sponsoring Events and seminars with hot topics SME can be interested in 21
22 Mobile Applications Enriching the SME environment with on the go applications to help become more efficient 22
23 Example 9: A business App for RaboBank Clients Offering the first non-financial application to its SMEs, acting like a business partner Achievements: downloads in less than 5 months 23
24 Example 10: BNP Paribas France Trade Solutions Get loyalty with SMEs salesforces by providing them an effective tool always available 24
25 Example 11: Business Class App DBS An application to enable SMEs to grow their business and network in Asia 25
26 E-Learning Transfering business skills to SME through training 26
27 Example 12: ScotiaBank E-Learning for Business A broad range of programs delivered through classroom learning, virtual learning, e-learning, coaching, job shadowing and on-the-job training. 27
28 Webinar A interactive tool to train, communicate, engage and educate clients and prospects remotely in real-time 28
29 Example 13: Santander Trade Club Webinar A yearly program led by Santander s experts and third part specialist such as ICC: Training, promotions Attrack business to your brand Easy onboarding Cloud hosting Marketing platform 1. Turn traffic into audience: Promote webinars to right targets 2. Engage with prospects Invite prospect to create a profile to join the webinars 3. Convert audience into leads Ask for follow up engagement.. Achievements A strong success companies participated to the first 20 webinars Leads generated + 20 new leads per webinars 29
30 Example 14: Saxo Bank Webinars A new media platform to interact and communicate in B2B Webinars 30
31 Other Initiatives Non-Financial services for SMEs can be offered in additional formats 31
32 Example 15: A Dedicated Portal for Agribusiness Resources to help agricultural professionals to produce, sell and finance easily Achievements registered agribusinesses visits/months 6 years of success 32
33 Example 16: A Business Loan Kiosk Resources to help SMEs with the Loan Process Mock up version Better user experience for the clients Improved quality of loan requests
34 Why Use non-financial Services Why Use Non-Financial Services Bank Motives in NFS : Differentiation from Competition Is a Key Driver 34
35 Why Invest in Non-Financial Services? Discover the Benefits of Non-Financial Services Gain Visibility Be on the mind of SMEs and gain SEO visibility Offer new business services to your clients Build Client Loyalty Collect Big Data Collect marketing intelligence about SMEs Collect profiles from non-client SMEs Engage with Non-Clients Return on Investment Generate Leads Generate leads for your banking services Increase Customer Profitability and leverage your clients growth Quantified Results: Members of Barclays Africa Business Club generate twice as much income as non-members clients
36 How to generate New Leads Post premium SME resources to obtain valuable leads Post Resources Track Prospects Generate Leads 1.Post content resources, tools, online non financial services for SMEs. 2.Capture traffic via SEO, partnerships, social media, Apps etc. 1.Required profile creation to allow access to premium resources 2.Collect key information on prospects 1. Expose prospects to your brand 2. Encourage further engagement via newsletters, edms, business alerts and contact boxes. Enhance your digital experience for SMEs Engage with non-clients companies 36
37 How to Gain Client Knowledge Increase Market Intelligence to improve sales efficiency Track Client Interest Build Targeted Offers Improve Sales Efficiency 1.Monitor clients usage of the tools and resources 2. Build up marketing intelligence 1. Analyse the needs of each client 2. Define a list of focussed service offers 1.Send the right offer to the right client 2. Improve marketing efficiency Improve Market Efficiency Develop Upselling 37
38 How to Improve Efficiency Enhance the User Experience to reduce Trouble Shooting Banking Services Tools & Resources Improved Processes 1.Analyse for which banking services SMEs need more assistance 2.Define required assistance 1.Provide tools to facilitate the experience of banking services of SMEs 2.Add business resources to faciliate these processes 1.Provide a better UX to your clients 2.Reduce Trouble Shooting time spent on processing LC s, Loans, etc.. Improve banking experience for SMEs Reduce trouble shooting 38
39 Today Tomorrow Next Create a New Strategic Territory for Business Banking Current Web Environment Open Digital Ecosystem Next Generation Services. Corporate website Banking content only No profiling Low engagement Transactional Platforms SME Portal Business community Trade Portal Webinar Platform Value added services Easy on boarding + SSO Viral features Market new services in your Ecosystem E-invoicing Crowd Funding. High Security. Compliance, QYC. Clients only No conversion Strong engagement Strong conversion Peer to Peer services And more to come..
40 The Big Picture to Boost Business Banking Compete with web companies using the same resources: engagement and conversion 1. ENGAGEMENT 2. CONVERSION Single Sign On Process Collect marketing intelligence SME Portal Business Community Trade Portal Send targeted messages Engage with nonclient companies Webinar Platform Generate triggers for account managers
41 How create its non financial service? How to create non-financial Services 41
42 Building Non-Financial Service Define your own project 1. DEFINE OBJECTIVES 2. SELECT CONTENT 3. CHOSE ENGAGEMENT FEATURES 4. SELECT LEAD GENERATION FEATURES Define targets, channels, conversion. Add attractive business resources Choose the right tools to stimulate user engagement Set up lead generation features Targets, channels, expected conversion, KPIs, etc. SME mgt resources, international trade resources Make it impossible NOT to use the service Convert usage into leads for your bank
43 1. Define Targets, Channels, Conversion Define Targets Entrepreneurs Define the Channel Importers & Exporters SMES Website Smartphone / Tablet E- banking Open Access to Public Define expected conversion / KPIs Capture profiles of non-client companies Collect marketing Intelligence Generate leads
44 2. Choose SME Resources Contents Business Tips, Business Plans, «How to» videos, Country Profiles, Tax Guides, Human Ressources Management Tips, Swot Analysis Guides, Investment Offerings, etc. Ressources Business Templates, Self Assessments Quizzes, «how to» Videos, Marketing Tactic Samples, Sales dashboard, Financial modeling tools, Checklists, etc. Databases Financial Reports, Import Export Flows, Market Reports, Importers/Suppliers databases, Custom Calculators, Tenders, Trade Compliance Databases, etc. Personalised services Hotline, Online User Assistance, Personalized Services, Advices, Consulting, etc. Editorial Business News, Articles, Forum, Videos, Testimonials, Success Stories, etc.. 44
45 3. Focus on User Engagement Good User Engagement implies creating profile, declaring interests, repeated visits, etc. My Wall of Opportunities Personalized Alerts Wall of Opportunities Business Matchmaking Community Mgt Mobile Solutions Community Mgt
46 4. Organize conversion and leads 5 features to generate leads Tracking of Profiled Users Activity Back end of the Portal Tracking of Visitors Activity Targeted e-dms BtoB Webinars Alerts for Account Managers Sample of the back-end enabling you to monitor activity, post content, tracks users and answer leads.
47 4. Example of Lead Generation Dispatch based on: region, segments, account-based marketing, etc. Oct20 Created a profile Oct20 Checked D&B reports of PWS Ltd Oct20 Subscribed to alert «textile» Oct23 Check «Sell to United States» Oct23 Report on textile in Russia Oct23 Currency exchange for EUR Oct24 LC presentation page Oct24 Download business plan Oct24 Registered for webinar «GCC opportunities» Oct24 Contacted AL Falasi Tdg. in the Club Oct24 Checked textile suppliers in China Oct24 Checked textile importers in USA Oct24 Requested support for LCs Oct24 Checked textile customs duties
48 Export Enterprises Who we are Panel Discussion 48
49 Thank you for your Interest! We look forward to discussing how Export Enterprises can expand the Non-Financial Services you offer. Address: 240, Rue de Rivoli, F Paris Website: GASPARD DELASSUS Phone: Tel :
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