Making a more convenient bank: Innovation in mobile & online Nicolas Moya Director of Innovation
Bankinter at a glance
Spanish retail bank Retail bank with domestic focus 60 billion funds held 366 branches with no geographical concentration Over 4,200 employees 732.000 active clients Specialized in affluent and mass affluent segments Also in medium and big size enterprises
Our strategic levers People Technology Innovation Quality
Innovation focused
Bankinter labs Co-creating with clients
Innova Engaging employees
Foundation of Innovation Drawing from the experts
Ecosystem of partners Deusto
Innovation focused
Offering a multi-channel network Mobile Branches ATM s Internet Fully integrated Clients Telephone Videocall Agents
Understanding banking mobility
Bankinter is a pioneer in mobile banking in Europe Mobile penetration rate in Spain SMS Java Apps Mobile internet banking Smartphone 2001 today Time
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
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
Mobile banking. SMS 7,500 Cross-selling opportunity Medical insurance offered SMS Bankinter and AXA offer you 6,000 insurance in medical services abroad. Price: 10. Please, answer INS to contract. accept
Results SMS Driving a business model 3% Cross-selling success rate More than 50 diferent products Insurance, financial and others It is a low cost distribution channel
Results SMS Security usage fraud
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)
Bankinter is a pioneer in mobile banking in Europe Mobile penetration rate in Spain SMS Java Apps Mobile internet banking Smartphone 2001 today Time
Mobile banking. Java applications * * * Downloadable mobile brokerage application for Symbian, Windows Mobile and BlackBerry OS Real-time trading 20+ markets More than 7 years from first Broker movil version 2006 version
Mobile banking. Java applications Latest version of Broker 2010 version Users of broker mobile are 3x more active than online-only broker clients
Bankinter is a pioneer in mobile banking in Europe Mobile penetration rate in Spain SMS Java Apps Mobile internet banking Smartphone 2001 today Time
Mobile banking.mobile Internet. * * * Based on the transactionsmost often carried out by users Mobile Web native design: Global bank statement in 5 rows Notifications Contextual transactions CRM enabled 2011 version
Mobile banking is taking off thanks to the smartphone boom Smartphone Boom! +100% growth rate per year 40% client penetration 7% Of total bank transations
Bankinter clients use predominately iphone And more than 80% own a smartphone
It is a cultural challenge
urgency
repetitively
free time
urgency repetitively free time Three ways of using mobility
New developments for smartphones Augmented reality New technologies and distribution model 30,000 users in augmented reality and location based services
New developments for smartphones Biometric recognition
New developments for smartphones New sophisticated concepts in design
Focus on multimedia content Access to private zone Multimedia
Mobility as the new bases for Internet developments * Context banking * Anticipative banking (most probable operation) * Banking based on notifications
Mobile Virtual Network Operator
Mobile Virtual Network Operator To sell directly to our clients telephone service & Internet access with the bank brand
MVNO Value proposition * Telephone service * Price * Relationship management * Integration with the bank
MVNO Integration with the Bank
MVNO Relationship management
MVNO Value chain Product & Services Product & Services Product & Services Software platform Software platform Software platform Antennas Antennas Antennas
MVNO Value chain Product & Services Software platform Antennas Nuevos jugadores
MVNO Value chain Product & Services Software Platform Antennas Tailored product for Bankinter clients
MVNO Results 14% Penetration customer base Distributed only online (only available to Bankinter clients)
MVNO What have we learn? * Access to technologies like NFC * Mobile distribution channel control * Consumer marketing * Internet distribution strategies
New challenges: mobile payments
MVNO and NFC
Pilot in Madrid
Transportation pilot One SIM, dual functionality Selfservice through online banking
Online evolution
Online evolution Same design for different platforms
Online evolution
Online evolution
No just a bank portal Comparador.com
No just a bank portal Banking aggregation
Key messages
Key success factors Evolution through technology Always with a business plan Client centered design and experience Don t think like a bank!
Thank You.