Η παρουσίαση αυτή έγινε στα πλαίσια του Συνεδρίου e-Business World 2013, το οποίο πραγματοποιήθηκε στις 19 Ιουνίου, στο Divani Caravel στην Αθήνα.

1. Mobile Banking Services
Creating an engaging banking experience
Costis Paikos
e-Business Services Subdivision Manager – Eurobank
Board Member - IAB Hellas
Costis Paikos
e-Business Services Subdivision Manager – Eurobank
Board Member - IAB Hellas

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•Customers are becoming more demanding from their
overall experience
•They want more “power”, control, transparency &
quality of service
•Bank products have become commoditized & pricing
differentiation capabilities are tight
Customer experience is a key differentiation parameter
Technology is the key enabler as it allows an
organization to offer Personalization & Interactivity

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e-Services can create an engaging banking experience
•Availability: 24hr, Online, real-time access to the Bank
• Proximity: Access through the majority of “touch-
points” customers use (pc, mobile, tablets, phone, social
media)
• Interactivity: Cross channel synergies during the
customer journey
Adding value e-services contribute
to customer satisfaction & retention
(e.g sms alerts, location based
services, etc)

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Full set of m-Banking services
Real time SMS Alerts
SMS one time
passwords
Award winning e-Banking site
Green-Statements
Click2Chat online support
e-Products
RSS Feeds, Toolbars
Bank Branches
24hr Call Center
IVR Services
ATM/APS Telephone
Available Anytime, Anywhere….
Tablet
Mobile

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The experience is Mobile...The experience is Mobile...

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Eurobank mobile services evolution
Offering
• Account/Card Balances & movements
•Transfers, payments
User experience
•Slow browsing
•Small screens
•Inconvenient
20002000
WAP BANKINGWAP BANKING

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Eurobank mobile services evolution
Offering
• Account/Card Balances & movements
•Transfers, payments
User experience
•Balance: Y#0026.0032.86.0100889545
•Transfer: M#0026.0032.86.0100889545 #
0026.0032.86.0100889545
•Inconvenient
20002000
SMS BANKINGSMS BANKING

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Eurobank mobile services evolution
Offering
• Account/Card Balances & movements
•Transfers, payments
•Eurobank Content (press releases, ATM locator)
User experience?
•Slow browsing
•Small screens
•Inconvenient
20042004
iMode BANKINGiMode BANKING

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Eurobank mobile services evolution
Offering
• Account/Card Balances & movements
•Transfers, payments
•Value Adding Services
User experience?
• Fast browsing & big touch screens
• Unique services based on device tech
•Convenient !!
20092009
Eurobank appEurobank app

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Devices are smart &
attractive !
- Big touch-screens
- Internet browsing is
cheap & fast
- On device technology
allows for delivering new
types of services
A convenient mobile ecosystem
App Stores opened new ways of mobile content delivery
- Apps are easily accessible to mobile phone users
- Convenience for app administration/updates
Targeting at its best
-Deliver the right message,
to the right device, at the
right moment
-Even traditional marketing
has become interactive &
measurable

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Eurobank Mobile ServicesEurobank Mobile Services

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Eurobank m-Banking application is available at every
platform’s app store
• Real time account, card, loan information
•Online transfers and bill payments
•Branch ATM location through GPS
•News through RSS feed
•Useful tools & calculators
•Free Call customer support
Eurobank appEurobank app Banking on the Go!
The m-Banking application was launched in Nov 2009 and offers banking as well as VAS
services!

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Eurobank m-Banking application is available at every
platform’s app store
• Real time account, card, loan information
•Online transfers and bill payments
•Branch ATM location through GPS
•News through RSS feed
•Useful tools & calculators
•Free Call customer support
Eurobank appEurobank app Banking on the Go!
The m-Banking application was launched in Nov 2009 and offers banking as well as VAS
services!
LocationLocation
BasedBased
ServiceService

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Live-Pay mobile payments app also available
• Payments through credit card issued by any bank!
•Utility payments, hotels, insurance, fees, etc
•The app requires no registration, however, gives
the ability for card saving and history of payments
•The application supports Barcode Scanning
capabilities
Livepay appLivepay app Payments on the Go!
Through the Livepay payment center, cardholders of ANY Bank can pay online 470
organizations.
BarcodeBarcode
ScanningScanning

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Epistrofi reward scheme app !
• Users can see online their “Epistrofi” Euros
•They can locate all participating shops nearby
together with the relevant discount they offer
•Users receive targeted offers/gifts from
participating shops based on their profile as well as
location
Epistrofi appEpistrofi app Rewards on the Go!
Epistrofi is a reward program for Eurobank Credit Cardholders that compensates with
instant cash-back, card usage from 5,000 shops participating in the program.
LocationLocation
BasedBased
MarketinMarketin
gg

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Transactional SMS for e-Banking users
•Account/Card Balances & movements through the
exchange of secure SMS between he Bank and the
customer
•The customer registers the phone no. to the Bank
and sends sms requests according to the required
info.
•Many new “events” can be also integrated (e.g.
report card loss, new card activation, etc
SMS BankingSMS Banking Text your account, it will text u back !
2 way alerts allow users to request and receive information through sms concerning
their account/card balance and movements. Its cheap, easy & fast.

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SMS Notifications for e-Banking users
•Event driven informational text messages sent from
the Bank
•Account/Card activity (e.g ATM Withdraw, balance
variation, payment)
•Transaction results (swifts, scheduled payments)
•e-Banking security (password change, certificate
issuance)
NotificationsNotifications Peace of Mind !
Through the Notifications service, customers can gain control over their transactions by
receiving sms/email messages concerning their accounts/cards activity

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SMS OTP’s for eBanking transaction validation
•OTPs can be used for one transaction and can be
used for a short period of time (2 mins)
•The customer registers the phone no. to the Bank
and requests SMS OTPs while performing
transactions through the eBanking channel
One Time PasswordsOne Time Passwords Cross Channel Synergies!
eBanking users can validate their online transactions through SMS One time Passwords
534264534264

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m-Payments is the next big hit !m-Payments is the next big hit !

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6973243204
Display
SMS
QR
Distribution & promotion is also convenient!
Connect with the right CUSTOMER, at the right MOMENT, on the right DEVICE !

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Distribution & promotion is also convenient!
Traditional marketing activities have become Interactive & Measureable !
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Well designed e-Services improve user experience & make happ-e-customers…
Its all about “Customer Experience…”

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Thank u !Thank u !