going digital banking – romania
TRANSCRIPT
Going digital banking – Romania
How digital are Romanians?
Households have
access to internet at home
61%
73%
47%
In the urban areas
In the rural areas
Source: INSSE statistics, 2015, Population’s access to technology
5-year evolution of households that have
access to the internet
3 out of 10 people aged 17-74 have
never accessed internet
2 x 45k likes/ 7.6k comments + news Associated Press, BBC or USA Today …
Reality is changing … already a new habit in Romania
How we communicate How we entertain How we study How we have fun
Biggest worries Biggest fears
What is now important for a digital customer?
How digital is the banked population?
banked population have
access to internet via PC at least once per week
73%
43%
22%
several times per day
never
Source: INMS/ IMAS, Banking Market Monitor 2016
banked population have
access to internet via mobile at least once per week
62%
37%
several times per day
never
35%
78% 76% 67% 47% 42% 20%
0%
50%
100%
Social Media Email Read News Search forinformation
Video/Internet calls
Internetbanking
Less than 20% of Internet logs
in the last 3 months were for
using Internet Banking
Changing client behaviour in combination with digital revolution: the need for omni-channel banking
channel usage today and in 5 years
Source: Economist Intelligence Unit survey, September 2014
How we can meet expectations in digital banking? Will become mobile the second most important channel?
There is no “digital strategy”, just strategy in a digital world.
Bank-demand
product Fit the
Customer
Customer demand
solution Business
traditional
Omnichannel
From product to customer orientation
What are our strengths and how to use them Safe, trustworthy, our advisors, branch network
My data is secure Trustworthy and reliable No exposure to third parties
81 % Online Banking 3%
1 % Google
74 % Online Banking
• Redesign the existing Internet Banking platform with focus on customer experience;
• Barcode Scanner for Bill Payments through Mobile app
• Fingerprint authentication and authorization for Mobile Banking
• Pre-approved credit offers in Internet & Mobile Banking
• Video Teller – new terminal that allows a rich video conversation with a remote advisor
• PFM - financial education tool available in Click24 or standalone as app for IOS & Android
• New state of the art website – EMIL
Invest in future - Digital evolution of BCR
10
• Redesign and enhance Touch 24 – new design, easier transaction flows and further functionalities, enabling of 3D Touch option
Invest in education - Digital promotion BCR
A community of enthusiastic employees,
ambassadors of the Digital services
Promote the digital banking channels
eXperience - the Digital Branch concept
Innovative design and technology-driven solutions
Video Counseling
Interactive table iDesk advising concept
Business HUB
Cashless branch
Invest in: Innovation educating staff and customers
offer excellence & convenience to customers in an omnichannel environment