Mobility Needsin Financial Services

20 June 2008

In this session:

We’ll talk about…

Employees’ mobility needs in financial services firms

Field and sales team needs in particular

Near-term trends: things are happening already today

Stories from the trenches about mobility needs in financial services

Behaviours and trends “out there” that could potentially lead to a solution

Not about…

Mobile bankingMobile payments

Mid-office needsBack-office needs

Well established servicesWild ideas

StatisticsNumbers

Solutions you can start putting together tomorrow

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Loan verification process

Prepare schedule of visits

Inspectcollateral

Prepare verification

report

Visit nextclient

Visit client

Inspect collateral

Visit nextclient

Inspect collateral

Return to office

File reportand evidence

3

“I prepare verification reports on-the-spot”

Verification agents tend to put note their verifications and transfer these on to their systems at the office.

One agent mentioned that he wrote the entire verification report on-the-spot. Sometimes, he would do this during his commute, but often, at the site.

“I may forget some of the missing documentation – even though it may be minor – if I put it off. This way, I have a complete record. And I can batch these notes together. Even if I don’t head back to the branch, I can batch them up and fill these in later.”

4

“I leave myself a voice mail of the visit”

Another agent saved time by dictating his notes on to his voice mail.

“I find it a lot easier to run through the main points to myself over the phone. It’s easier than writing it down or typing, especially when you’re on the move.”

He types up the report using these notes when he is back at the office.

“Sometimes, I get an assistant to fill in the main points using my voice mail. Then I can expand on it.”

5

“Pictures of assets are part of the report”

Depending on the type of loan and the collateral, pictures of the assets are sometimes part of the documentary evidence required.

These agents often carry a digital camera, take pictures of these assets, and add them as attachments to the verification report.

“I started using my mobile camera for this sort of thing. It’s got high-enough a resolution and decent memory. Very handy.”

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Mobile = phone + laptop + camera + GPS

Why can’t I just do all my work from out of the field?

7

Corporate sales process

Identify prospective

clients

Allocate clients to

sales team

New client?

Socialise with client

Identify new opportunities

Manage deal pipeline

Track deal performance

Y

N

8

“It’s a group effort”

It’s not one person making the sale. The effort calls for at least product specialist who understands the complex deal structure, and an industry specialist who understands the kinds of risks the deal poses for the bank.

“I typically exchange documents with the deal team three to five times a day. It’s a nightmare without Wi-Fi nearby. And even then, logging on to the Intranet is a painful process.”

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“I don’t want a mobile and e-mail. I want mobile e-mail.”

“Managing the call schedule’s a nightmare”

“When I’m visiting a client at Bishopsgate, I like to pop by to see any nearby clients. But sometimes, it’s really hard to keep track of who’s a hot lead and if there are any new ones to look at.”

“We can rarely keep track of the exact status of each and every deal. It’s important to be able to quickly check the status if there anything pending from our side before walking into that room.”

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Bottom line

Mobiles are the most handy all-purpose device to carry around. There is an articulated need to use such a handy device to perform all field-related tasks

Mobiles are used as a one-to-one communication medium. They don’t easily transform into a group communication device

m-enabling corporate applications is a big opportunity. Today’s most critical need mobile workforce need is full access to the Intranet

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