Learn how to transform your Small Business Banking eChannel from a commodity to a unique differentiator through customer engagement. We will present several dramatic transformations from typical, stodgy online banking sites into true collaborative Web 2.0 financial portals. A Small Business Banking customer can now have an online toolset that delivers relevant and customized information and personalized financial guidance.

1. From Commodity to Differentiator: Transforming Your Small Business Banking Online ChannelDavid SinghVP of Strategic Accountsdavid@backbase.com

2. The Quiet Truth about Small Business Banking All Online Offerings are Essentially the Same The same look-and-feel The same products The same capabilities The same Client Experience But Small Business Banking is no longer a commoditized process with Clients simply looking for the best rate They are seeking a Trusted Relationship with their Bank

3. How can your online offering stand apart from the Competition?

4. The Next-Generation SBB Online Offering The Core Products are the Commodities The Client Experience is the Differentiator Be relevant to Client needs Proactively provide guidance, advice, and coaching Extend the personal relationship through a scalable channel Offer a trusted relationship to Clients Engage and Delight your Clients Help Clients grow and prosper

5. Today’s Agenda How Can You Transform Your Online Client Experience? Small Business Banking – The Current Situation What Clients Want from the Online Channel Six Capabilities to Quickly Differentiate Your Online Channel Jumpstarting the Transformation of your Online Channel

6. Who is Backbase? We help banks transform their online channel into a unique and engaging Client Experience through technology and services

7. We Address the Needs of All Stakeholders Your Clients want a solution that is engaging, delightful, and relevant Your Businesswants a solution that is adaptable, extensible, and unique Your IT Team wants an unobtrusive, flexible, and modern solution that fits within the existing IT constraints

8. We Have Worked with Many Organizations

9. But this isn’t a vendor demo…. Email me at:david@backbase.comorrequest@backbase.com

10. Small Business Banking – The Current Situation

11. J.D. Powers and Associates 2010 SBB Study Satisfaction and loyalty of Clients continues to decline Only 19% of Clients “definitely will” use their bank for additional products Satisfaction is highest among Clients who feel they have a collaborative partnership with their bank

12. Forrester Research – General SBB Attitudes North American TechnographicsBanking Online Survey

13. Forrester Research – SBB Online Activity North American TechnographicsBanking Online Survey

14. Forrester Research– Missed Opportunities North American TechnographicsBanking Online Survey

15. Forrester Research – The Blunt Facts North American TechnographicsBanking Online Survey

16. The Root Cause – An Inside-Out Approach A One-Size-Fits-All Solution Available Technology focused simply on web-enabling banking systems

17. The Solution – An Outside-In Approach A My-Size-Fits-Me Solution Focus on your Clients’ Needs and your Business Objectives… and customer-enableyour systems

18. What Clients Want from the Online Channel

19. Mark, CEO of a High Tech Start-up “I chose Bank of America since I have my personal account with them.” “My bank doesn’t give me the information that I need at my fingertips.” “I understand that I’m not a $100M client, but can I get a little personal attention when I am in need?” “I expect to be successful, and when that happens, I know that my bank did nothing to earn my continued business.”

20. Rebecca, Owner of a Cupcake Bakery “I chose HSBC because my father is a HSBC SBB client.” “I have made a risky career change, and I wish my bank could help me make the important decisions.” “I get no financial guidance from my bank. I get it from my Dad or Google.”

21. Kelly, Owner of a Fashion Boutique “I bank with JP Morgan Chase since I have my personal account with them.” “I can tell how much my bank values me when I have a question and try to call customer service.” “I do my financial planning in other tools, not on my banking site.” “I have no loyalty to my bank, because they don’t know who I am.”

22. Ryan, Owner of a Home Renovation Firm “I selected Bank of the West due to a personal recommendation.” “I am not an Accountant, and I don’t feel that my bank provides me with any help or assistance.” “I don’t know what my bank has to offer to make me successful.”

23. So Why Can’t My Bank…

24. …Provide a My-Size-Fits-Me Experience?

25. …..Put Me in Control?

26. …Easily Help Me Find What I Need?

27. …be Simple to Use?

28. …Offer Unparalleled Personal Service?

29. …be Fun and Engaging?

30. It Is Possible!

31. Six Capabilities to Quickly Differentiate Your Online Channel

32. 1. Personalized Client Dashboard

34. Personalized Client Dashboard Information at the Clients’ Fingertips: Provide a single snapshot view of all of the important information that your Client needs to know Custom Tools, Premium Services, and Upselling Messages: Push out relevant information to the Client by leveraging what you already know about them Put the Client in Control: Allow your Client to further tailor their Dashboard to meet their needs (e.g. new tabs, new tools, preferred layout, etc.) A Rich Web 2.0 Experience: Engage and Delight your Customers with a compelling experience (e.g. Single Page Interface, Drag and Drop, Animations, etc.)

35. 2. SBB Finance Management Tools

37. SBB Finance Management Tools Keep Your Clients on Your Site: Why let your Clients go to a 3rd Party Solution when you can provide them with a one-stop-shop? Provide Mutually-Beneficial Guidance: Leverage FM Tools to upsell and cross-sell Clients to other products and solutions Learn from Your Clients: Examine Client behavior and trends to understand their concerns and issues Offer Premium Services: Offer additional tools at a premium cost

38. 3. Personal Online Advisor

40. Personal Online Advisor Leverage Limited Resources: Relationship Management isn’t just for your largest Clients – Utilize a Small Number of Resources to provide on-demand assistance through the web for everyone Availability Based Upon Segmentation: Initially roll-out the offering based upon entitlements of the Client and expand the capability as you grow Build the Personal Relationship: Let your Clients see how you value their relationship and what they can expect as they grow

41. 4. Relevant Guidance and Advice

43. Relevant Guidance and Advice Personalization: Utilize the information that you know about your Client to proactively ascertain their needs and push out relevant content Subscriptions: Allow your Clients to subscribe to topics of interest to them Faceted Search and Share: Allow your Client to easily search and view relevant articles and share that information with others Integrate 3rd Party Information: Leverage and incorporate third party guidance and advice to provide your Client with the information that they need

44. 5. Live Assistance

45. Live Assistance

46. Live Assistance On-Demand Support: Bring the human element back into the online channel to build a tighter relationship with your Client Integrate Click-to-Call and Click-to-Chat with Co-Browsing: Allow Support Agents to view the Customer’s web session and direct them visually to the right answers and information

47. 6. Integrated Mobile Experience

49. Integrated Mobile Experience Extend the Experience with Additional Touch Points of Value: Deliver a useful and user-friendly mobile experience to increase the touch points between you and your Client Provide a Consistent Cross-Platform Experience: Ensure that your mobile capabilities match your desktop browser capabilities Build Once – Deploy on Multiple Platforms: Have a single project effort to develop capabilities that are portable and platform-agnostic

50. Six Differentiators for a WOW Client Experience Personalized Client Dashboard SBB Finance Management Tools Personal Online Advisor Relevant Guidance and Advice Live Assistance Integrated Mobile Experience “ This sounds great, but how can I easily get this implemented within my organization?”

51. This is where Backbase comes into play

52. Backbase Next-Generation Portal Our solution allows you to add these capabilities on top of your existing systems without requiring any backend re-architecting. With Backbase, you don’t need to modify your existing core banking systems – we utilize what you currently have. We place a loosely-coupled, rich presentation layer on top of your current systems. We allow you to provide these innovative capabilities quickly and easily within your current environment.

53. Jumpstarting the Transformation of Your Online Channel

54. The Potential Pitfalls Lack of Organizational Ambition Lack of Focus on the Client Lack of Business Empowerment Lack of Executive Support Lack of IT Belief

55. Cookbook for Quick Success Assess your current offering to identify the deficiencies between your current state and your desired objectives Perform user experience research on a sampling of your Clients to understand what they need from you Construct a prototype to paint a vision of what is possible Build internal consensus and support with the Executive Team Win over IT detractors by reusing your existing assets and leveraging a loosely-coupled rich presentation layer Continuously analyze and optimize to always stay on top

56. About Backbase

57. We Deliver Portal Solutions for Financial Services

59. Our Specialized Technology is Unique Gartner calls Backbase a “Portal-less Portal” Our solution enables banks to quickly implement a rich presentation layer on top of existing backend systems Gartner states that our approach will surpass the traditional portal approach by the year 2015

60. We Work Globally

61. The Industry Recognizes Us as a Top Innovator

62. And We Help Top Organizations Innovate FINANCIALS TELECOM GOVERNMENT HIGH TECH

63. Our Goal Transform your online channel into a Customer Engagement Platform

64. Our Vision – Outside-In Customer Engagement OUTSIDE-IN APPROACH Customer Engagement CUSTOMER EXPERIENCE WEB ENABLEMENT INTERNAL SYSTEMS AND PLATFORMS INSIDE-OUT APPROACH

65. Our Vision – Unify Disparate Systems in the UX Layer Branch Front-end Public Website Online Banking Call Center Front-end Customer Engagement Portal Advisory Tools Business Rules Simulation, Calculators, … 1:1 customer treatment (targeting, segmentation) Reusable Widgets Content Customer Profile Consistent across Channels collect customer preferences (implicit & explicit) Core Banking Other Back-end Functions 3rd Party Functions Transactional CRM, … PFM, …

66. Our Vision – Provide a Multi-Channel Experience

67. Customer In Control Superior Experience Personalization & Targeting Any Place Any Device Cross-Channel Integration Social Integration Easy Portal Management Interactive Forms & Advisory tools Customer Engagement Platform Our Vision – Integrated Customer Experience Platform Web Site 1.0 Core Banking Systems & Processes

68. Our Offer to You Let Us Help You with the Transformation: Let’s Do an Assessment of Your Online Offering Let’s understand your strategic Business Objectives Let’s understand your Client Needs Let’s build a Concept Car to show your organization what is possible Let’s transform your Online Offering from a Commodity to a Differentiator

69. Thank You! WWW.BACKBASE.COM REQUEST@BACKBASE.COM SAN FRANCISCO: +1 866 800 8996 AMSTERDAM: +31 (0)20 465 8888