Internet& Mobile Bankingthe future in

banking ?

Bucharest, 4th of April,

2012

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Topic: Which is the customer behavior? What are they looking for?

Customers -key factor for bank’s solution

Are banks ready to be a step ahead ?

technology is a key factor for the future of banking

Concentration of banks services on internet banking?

Internet banking & mobile banking – the future in banking

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Everywhere the key is the progress !

George Bernard Shaw : "The reasonable man adapts himself to the world. The unreasonable man persists in trying to adapt the world to himself. All progress, therefore, depends upon the unreasonable man."

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Which is the customer behavior?

MIX OF ATTITUDES

Traditional: in some ways, very concentrated to classical ways

Modern: sometimes, very interested for new trends

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What they are looking for? cheap solutions

healthy solutions

Simple and easy solutions

Less time consuming solutions

Confortable solutions

high mobility solutions

More options in one solution

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Are banks ready to anticipate customers

needs? YES! We have examples, see credit card history

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Are banks ready to anticipate customers

needs?

Banks are actively care to have the right technology

Banks are having knowledge

Banks are having strong partnerships with solutions providers

THE ANSWER SHOULD BE YES!

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Technology – the key factor for the future of

banking new applications

internet/mobile

technology

old fashion

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Concentration of services into internet banking

solutions? ALL IN ONE CONCEPT

PFMCards Management

Standing Orders / recurring payments

Online products subscriptionsIntegration with social networks

Integration for online payments in web stores

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All in one concept – advantages! More benefits & facilities for customers

Saving time & mobility (customers)

Improving of service level and quality of services, customers happiness

Cutting costs (customers & bank)

Increasing number of customers for bank

Increasing number of bank services used by customers via internet banking

Increasing the active customers rate

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Results? Banca Transilvania case study Results of upgrade to a complex BT24 with All in one concept facilities

36% increasing in number of BT24 customers> 20% increasing in number of operations generated by BT24Increasing of bank services integrated in BT24 (e.g. SMS cards alert)Increasing of number of active customers > 10 %

Number of customers

Old BT24 31.07.2011

New BT24 29.02.2012

Internet banking 171.500

233.600

Number of operations 295.000/ month 355.000/month

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What about mobile banking ?

It is a future alternative to internet banking? NOT NECESSARY, COULD BE FOR SOME SPECIFIC FUNCTIONS

It is a complementary solution to internet banking?

YES, DEFINITELY

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Mobile banking,

which are the customers advantages ? Mobility :all I need is in my pocket concept

Very useful, especially for customers pro technology

Very simple operations : maximum 2-3 steps to finalize an operation

Very easy to view useful information: online balance, bank news, ATM/branch locator, exchange rates

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Mobile banking,

but bank’s challenges ? To manage a simple & easy mobile banking solution

But, also a complex one in term of functionalities

Very intuitive

Very good protected against unauthorized intrusion

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Results? Banca Transilvania case study Results of mBT24 implementation :

From 0 to more than 13.000 in ½ of year

6% from entire internet banking portfolio

Number of customers

29.02.2012

mBT24 > 13.000

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My conclusions?

Online banking solutions (internet banking & mobile banking) will exponentially increase in the near future

Both solutions will eat a very important part from the traditional bank operations

Internet banking solutions will include more and more functionalities & operations from the classic channels

Mobile banking will have a very good trend due to the dynamic sales in term of smartphones units

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My contacts:

Marius FloreDirector of E-delivery Channel Banca TransilvaniaEmail: marius.flore@btrl.ro

THANK YOU !