Mobility and In-Memory Game Changers for Banking. Matthew Talbot, Senior Vice President - mcommerce

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1 Mobility and In-Memory Game Changers for Banking Matthew Talbot, Senior Vice President - mcommerce

2 WHAT IS POSSIBLE TODAY? A DAY IN THE LIFE Buys rail pass on the way to the station, avoiding lines at ticket counter Orders lunch for the whole office and pays via mobile phone. Colleagues contribute phone to phone Gets a soda from a vending machine at the station Buys insured theater tickets for the following week, knowing money will be refunded in the event of illness Gets invitation to visit friends out of state. Buys plane ticket on mobile phone Remembers anniversary. Orders gift via phone and has delivered to office Goes to meet a client and pays for parking using mobile phone Decides to take a cab to next meeting, but first buys cappuccino at m-payment coffee shop. Pays for cab with mobile phone Leaves meeting and looks up directions to nearest gas station Invites clients to dinner at m-payment enabled restaurant Fills car with gas on the way back to the office. Pays by phone Pays for client cab back to hotel with mobile phone 2010 SAP AG. All rights reserved. / Page 2

3 WHAT WE DO WITH OUR MOBILE IS CHANGING APPLICATIONS PURCHASES PAYMENTS BANKING 10 Billion+ Mobile Applications downloaded to date 400 Million+ mcommerce users World-Wide today Remote digital payments for goods and services totaled $167B in 2010, and predicted to exceed $633B by 2014 In developed markets 17% of all people with a bank account will bank via mobile device by SAP AG. All rights reserved. / Page 3

4 THE UNWIRED CUSTOMER In emerging markets, the current generation will never step into a a bank branch as we know it SAP AG. All rights reserved. / Page 4

5 WHY BANKS LOOK AT MOBILE Service Extension Enables banks to deliver existing services, via new channels, to meet their customers increased demands for easy access to services and their accounts, anytime, anywhere. Cost Savings Enables banks to exploit the low cost Mobile channel. Move common requests to the mobile, launch new services and market products direct to your customers. Security for Internet Banking & Internet Commerce The customers mobiles devices can be used to improve security by using them as an alternative to PIN tokens. Along with SMS notifications of Internet or card not present purchases. Marketing Financial institutions can use the mobile channel to market direct to their customers. Product promotions, Credit Card discounts, (mcrm)etc. Benefit from the personal and immediate nature of mobile 2010 SAP AG. All rights reserved. / Page 5

6 Technology Choices Functional Capabilities MOBILE BANKING IS EVOLVING We ve been saying this for five years now, and you can now see this happening Address the Mobile Channel The New Return: Cost savings from Mobile The New Growth : Innovative fee based services The New Value: Mobile Financial services Alerts & Notifications push SMS Simple interactive mbanking Balance Statements Value add interactive mbanking Funds transfer Bill Pay 2FA Panic Pay mpayments Macro- Payments P2P Remittance NFC Top-Ups Messaging services Alerts Engine Silo platforms for SMS, WAP and Rich Client Unified platform mbanking Platform for quick launch of innovative services mcommerce Platform Mobile Wallet SAP AG. All rights reserved. / Page 6

7 mbanking SMS, USSD, WAP, RICH CLIENT (iphone, BLACKBERRY, ANDROID, WINDOWS MOBILE) Login (Internet Banking user id and password) Account Summary Account Statement (All products) Transaction History (Only for Banking and Cards) Last 2 days Last 5 days Current month Between 2 dates Credit cards Unbilled Statement Previous Statement Funds Transfer examples Another Citi A/C of mine Another Citi A/C Another Bank A/C - NEFT Payments Utility Payments Card Payments Draft Payments Requests Statement on registration Linking Request Cheaque Book Request Stop payment Request Duplicate Statement MAIN FEATURES 2010 SAP AG. All rights reserved. / Page 7

8 FUNCTIONALITY FOR EXISTING CUSTOMERS User downloads from iphone App store Integrates to bank via Sybase mbanking 365 platform Download Mobile Banking Sign-in ATM/Branch locator View Account Balance Transact Integrates Geo-Location services for ATM, Branch, etc Recent Transactions Bill Pay Notifications Balance Transfer 2010 SAP AG. All rights reserved. / Page 8.

9 FUNCTIONALITY FOR EXISTING + NEW CUSTOMERS Click on - get offers Go to - by merchant Main Menu Screen Sub Menu Screen Pick your merchant Get your coupon Selection Menu Screen Merchant Details Screen Coupon Details Screen 2010 SAP AG. All rights reserved. / Page 9

10 AND THEN THERE IS THE ipad SAP AG. All rights reserved. / Page 10

11 AND SOCIAL MEDIA 51M Subscribers 130M monthly active users 600M users 253M Unique Visitors 2010 SAP AG. All rights reserved. / Page 11

12 CASE STUDIES: mbanking Citi, Global Messaging for Citi in 40+ countries enabling alerting, 2FA, marketing Treasury & Account Alerts Marketing push campaigns Call center PIN delivery, 2FA PIN Dispute resolution notifications SMS to call center, Fraud alerts Natural Language Mobile Banking via SMS No need to remember structured commands Alerts, Balance, Statements IXE Bank, Mexico Serving high end customers Enabling secure mobile transactions Rich Java client Balance, Statement, Transfers, Bill Pay 2FA authentication integrated into the interface Supported on many different types of phones CIBC, Canada One of Canada s leading retail Banks Providing mobile banking via Mobile Internet iphone Application First Mover in Canadian market with No 1 Financial Service Application on itunes Standard Chartered Bank, Global Messaging for SCB in 25+ countries An Additional Logon PIN (ALP) via SMS for e-banking Two-way SMS banking services Push marketing campaigns Banking/transactional Alerts Loan Services via SMS Compass Bank, US Compass a regional US Bank owned by BBVA, Spain Banking when and where customers want it Full Mobile Banking Implementation Check balances View posted and pending Transfer funds between accounts RBC, Canada Largest Canadian Retail Bank Multi-Channel access via iphone, Blackberry, Android for Banking Bill Payments, Funds Transfer 2010 SAP AG. All rights reserved. / Page 12

13 CITI: SMS FOR PULL AND PUSH INFORMATION Example: Consumers can manage alerts and pull information via SMS 2010 SAP AG. All rights reserved. / Page 13

14 BBVA COMPASS BANK: SMS&iPHONE/iPAD mbanking Example: Consumers can access the Mobile Banking Service from iphones, Blackberry and SMS. Account balances Posted and pending transactions Transfer funds between accounts Compatible with Android, BlackBerry, ipad, iphone & ipod touch All commands available on SMS banking 2010 SAP AG. All rights reserved. / Page 14

15 RBS CITIZENS BANK: CORPORATE MBANKING Example: Corporate users can receive secure s & alerts, approve wire releases and get summary of their corporate accounts iphone Release Wires Approve transactions Transfer Funds ipad View secure messages View account balance View detailed transaction history 2010 SAP AG. All rights reserved. / Page 15

16 CBQ: mbanking AND mpayment PLATFORM Example: Consumers can access the Mobile Service via the Mobile Internet and from their iphones and Blackberries iphone WAP Remotely and securely access personal bank accounts, Remit money domestically and Pay utility and credit card bills The next phases is about enabling mobile payment to every Qatari to conveniently top-up any phone to provide mobile banking services for un-banked via USSD SAP AG. All rights reserved. / Page 16

17 CIBC: MOBILE WEB AND iphone NO. 1 APP Example: Consumers downloads Apps from itunes Requirements Multi channel platform - WAP evolving to Rich client solutions for iphone for Retail Banking channel Solution Launched WAP in Oct 2009 iphone Launched in Feb st Bank in Canada to have an iphone mbanking solution. Both browser and application include access to e mail money transfer application 2010 SAP AG. All rights reserved. / Page 17

18 Monetization THE MOBILE ECONOMY IMPERATIVE The evolution of the mobile economy is now at an inflection point Mobile devices become the ubiquitous platform for communications and transactions Mobile Commerce Mobile replaces PC for buying goods and services Mobile replaces PC for banking needs Mobile Banking Mobile Payments SAP AG. All rights reserved. / Page 18

19 ALL MCOMMERCE SERVICES ARE NOW EVOLVING It isn t just mbanking that is evolving, all mobile commerce services are Mobile Commerce Mobile Financial Services Mobile CRM The Path for FIs The Path for Enterprise 2010 SAP AG. All rights reserved. / Page 19

20 CONSUMER MOBILITY & MCOMMERCE REQUIRES ECOSYSTEM COLLABORATION but barriers exist Consumer Banks and Card Networks Saves time Eliminates the hassle of handling cash Gains flexibility with one interface for many payment options Has enhanced security Loyalty Cooperation Reach new markets Increase transactions Lower costs Leverage fraud mitigation and compliance processes Build customer loyalty and stickiness Business models Merchant $ Technology Adoption Mobile Operators Gains revenues from: Faster processing Spending lift Mobile couponing Reduces need for cash Increases customer loyalty Drives merchant card usage Economy Deepen customer relationships Gain new revenue streams from processing and billing Have opportunity to disintermediate banks 2010 SAP AG. All rights reserved. / Page 20

21 PARTICIPANTS AREN T WAITING THE RACE IS ON TO ENROLL THE CUSTOMER but barriers exist Consumer Banks and Card Networks Saves time Eliminates the hassle of handling cash Gains flexibility with one interface for many payment options Has enhanced security Loyalty Cooperation Reach new markets Increase transactions Lower costs Leverage fraud mitigation and compliance processes Build customer loyalty and stickiness Business models Merchant $ Technology Adoption Mobile Operators Gains revenues from: Faster processing Spending lift Mobile couponing Reduces need for cash Increases customer loyalty Drives merchant card usage Economy Deepen customer relationships Gain new revenue streams from processing and billing Have opportunity to disintermediate banks 2010 SAP AG. All rights reserved. / Page 21

22 WHAT IS DRIVING MCOMMERCE IN DEV MARKETS Location Based Services Discount offers Price Comparison Services Immediacy of Delivery Services 2010 SAP AG. All rights reserved. / Page 22

23 mpass (MNO S) GERMANY MPAYMENTS Example: Voda and O2 users in Germany can pay for Web or Mobile Web purchases using their phone Pay for digitial goods Pay for physical goods Pay for Airtime 2010 SAP AG. All rights reserved. / Page 23

24 PAYBOX AUSTRIA (MNO S) MPAYMENTS Example: National payment system across A1, Orange, T-Mobile and tele.ring. Postpaid customers, direct billed to bank accounts or carrier bill: In ,000 active users, 5.5 M Mobile Payments Services 6000 merchants Vending Books Eating / Drinking Send Money Train/Bus Ticketing Parking Prepaid Recharge Cinema/Event Ticketing Lotto/Betting Donations Online Merchants Payments Pay with phone Pay securely on the web Billed to operator bill or bank account or prepaid cards 2010 SAP AG. All rights reserved. / Page 24

25 2010 SAP AG. All rights reserved. / Page 25

26 PAYBOX AUSTRIA - SUPPORT FOR FUTURE NFC With a single touch buy a train ticket from Austrian Railways for rides in all Austria buy parking tickets, play the lottery, use vouchers or buy mobile products buy a subway ticket for rides in Vienna buy Snacks & Drinks from vending machines in all Austria 2010 SAP AG. All rights reserved. / Page 26

27 CELCOM AIRCASH (MALAYSIA MNO) - MPAYMENTS Example: Subscribers Can Buy Airtime, Pay Bills and Transfer Money 2010 SAP AG. All rights reserved. / Page 27

28 STARBUCKS MOBILE PAYMENT 2010 SAP AG. All rights reserved. / Page 28

29 2010 SAP AG. All rights reserved. / Page 29 This guide is full of paradigm-shifting examples of mcommerce at work. For those who need and use the services that mcommerce has to offer, the benefits range from speeding up economies to life-changing improvements. For merchants, operators and banks, the new channel offers another way to grow business and revenues while meeting the financial needs of customers.

30 Thank You