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Enhancing the Mobile Banking experience t hrough the use of Social Media

Enhancing the Mobile Banking experience t hrough the use of Social Media. The leader in retail banking in Spain. CaixaBank is an integrated financial group with a banking business, insurance activities and investments in international banks. A multichannel strategy.

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Enhancing the Mobile Banking experience t hrough the use of Social Media

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  1. Enhancing the Mobile Banking experiencethrough the use of Social Media

  2. The leader in retail banking in Spain CaixaBank is an integrated financial group with a banking business, insurance activities and investments in international banks

  3. A multichannel strategy 90% of total operations through electronic  channels Internet banking4.5 million customers3.000.000.000 transactions Mobile banking2.3 million customers700.000.000 transactions ATMs6 million customers525.000.000 transactions

  4. Leadership in mobile banking Second largest channel based on transaction volumes Chase ”la Caixa” Bank of America Wells Fargo Royal Bank of Canada • Sparkassen-Finanzgruppe • ”la Caixa” • Crédit Agricole • Natwest • Barclays #2 in the world in mobile banking #2 in Europe in mobile banking users

  5. Accelerated growth Time to reach 100,000 mobile customers: 1 year 1 month 1 week 1 day 12 hours 4 hours 2008 2009 2010 2011 2012 2013

  6. A quick glance at the mobile data • 1.3 million customers/month • 70 applications • 70 million transactions/month • 250,000 downloads/month • 300 avaliable transactions • 6 million accumulated downloads

  7. Applications for everyone • Financial Apps • Educational Apps • Non-Financial Apps • Research Apps • Product Apps • Opening new channels The only financial entity with Apps for all diferent type of devices 14/06/2013

  8. Profile of our customers 5%exclusive mobileusers • Average age: 37 years • 70% use it every month • 60% male / 40% female • 10 sessions/month • 80% users with Android or IOS • 6 operations in every session

  9. Transformed from a basic consulting channel into.. ... a Transactional Channel ... A New Sales Channel • 30% of custormers carry- • out opperations through their mobile devices • 5% of customers signup for products through their mobile devices • Transfers • Cards • Mobile top-ups • Deposits • Stock exchange • Loans

  10. And what about our customers in Social Networks? • 80% internet users also use 2 or more Social Networks • 40% users of Social Networks access through their mobile devices • 1 Hour a day per useraverage connection time to Social Networks

  11. CaixaBank’s strategy in Social Networks arena • Corporate Presence • Private Communities • Staying close to our customers • Increasing our customers’ loyalty • 178,000followers • 36,000followers • 12 millionvideo views 14/06/2013 11

  12. Social Networks enable us to enhance our mobile services • Innovation Community • Our customers share ideas for enhancing our electronic channels • Users can comment and vote for the best ideas within the community. 14/06/2013 12

  13. Inspíranos Community – some data • Launched 12 months ago • We thank by call and email each participation with a new idea • 78.000 active users • Each idea with 50 votes is analized by an internal comite • 860 new ideas • When an idea is developed, we call to the customer who publish it • 101 ideas about mobile services Distribution of ideas in categories 14/06/2013 13

  14. Inspíranos Community – some ideas Examples of ideas I want to receive an advise by SMS before that my “Estrella Points” reach the expiration date I want to return bills using my mobile phone We can find ideas about something that … • … already exists • Improve communication • … we are already developing • Confirm that it’s needed • … it’s new and don’t exists • We analize its viability 14/06/2013 14

  15. Ideas generated by Inspíranos community I want to check bills via my mobile device • Check bill • Save • Print • Send it by email • Checking, printing and sending bills from mobile LíneaAbierta 14/06/2013 15

  16. Ideas generated by Inspíranos community I want to send an accident claim report trough my mobile • Call localized • First Aid Guide • Emergency call • Accident report • Accident saved • Windshield Repair • Nearby garages • Traffic info. • Traffic alerts • Traffic cams • Car position • Parking alarm • Gas stations • Public transport • SegurCaixa Auto application 14/06/2013 16

  17. InspíranosVideo •  14/06/2013 17

  18. Lessons learned in mobile services allow us… • ... to explore new arenas in Social Networks • Online Community that connects merchants and buyers • Each merchant can customize their own promotions • Targeted deals and promotions are offered to users • Members get promotions by paying by card at merchant POS without coupons 14/06/2013 18

  19. Some data related to our PremiaT Community • Launched8 months ago • 500 Merchants • Exclusive for Reus Merchants • 4.000 customers • The average ticket ammount have been increase by 20% 49€  58€ • 75% download Mobile App • (*) Average ticket on Reus merchants: 49 € 14/06/2013 19

  20. PremiaT’s mobile user experience features • Nearby Promotions • Promotions Search Engine 14/06/2013 20

  21. Customizable and avaliable when necessary • Favorite Stores Promotions • Proximity Alerts 14/06/2013 21

  22. PremiaT Video •  14/06/2013 22

  23. Conclusions Caixabank has a great commitment towards mobile banking and social networks Our experience in mobile banking has led us in better understanding our customers behavior Expertise within the social networks arena has enabled us: To further enhance our communication skills To optimize our services To create new offerings and functionalities for our customers 14/06/2013 23

  24. Thank you

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