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‘Mobility and In-Memory – Game
Changers for Banking’Matthew Talbot, Senior Vice President - mCommerce
© 2010 SAP AG. All rights reserved. / Page 2
WHAT IS POSSIBLE TODAY? A DAY IN THE LIFE…
Buys rail pass on the way to the station, avoiding lines at ticket counter
Gets a soda from a vending machine at the station
Goes to meet a client and pays for parking using mobile phone
Leaves meeting and looks up directions to nearest gas station
Fills car with gas on the way back to the office. Pays by phone
Orders lunch for the whole office and pays via mobile phone. Colleagues contribute phone to phone
Remembers anniversary. Orders gift via phone and has delivered to office
Decides to take a cab to next meeting, but first buys cappuccino at m-payment coffee shop. Pays for cab with mobile phone
Invites clients to dinner at m-paymentenabled restaurant
Pays for client cab back to hotel with mobile phone
Gets email invitation to visit friends out of state. Buys plane ticket on mobile phone
Buys insured theater tickets for the following week, knowing money will be refunded in the event of illness
© 2010 SAP AG. All rights reserved. / Page 3
WHAT WE DO WITH OUR MOBILE IS CHANGING…
10 Billion+ Mobile
Applications
downloaded to date
APPLICATIONS
400 Million+
mCommerce users
World-Wide today
PURCHASES
Remote digital
payments for goods
and services totaled
$167B in 2010, and
predicted to exceed
$633B by 2014
PAYMENTS
In developed
markets 17% of all
people with a bank
account will bank via
mobile device by
2015
BANKING
© 2010 SAP AG. All rights reserved. / Page 4
THE UNWIRED CUSTOMER
In emerging markets, the current generation will never step into a a
bank branch as we know it.
© 2010 SAP AG. All rights reserved. / Page 5
WHY BANKS LOOK AT MOBILE…
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
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.
© 2010 SAP AG. All rights reserved. / Page 6
MOBILE BANKING IS EVOLVING
We’ve been saying this for five years now, and you can now see this happening
Fu
nc
tio
na
l
Ca
pa
bil
itie
s
Te
ch
no
log
y
Ch
oic
es
Address the Mobile Channel
• Alerts & Notifications push SMS
• Messaging services
• Alerts Engine
The New Return:Cost savings from Mobile
• Simple interactive mBanking
• Balance
• Statements
• Silo platforms for SMS, WAP and Rich Client
• Unified platform
The New Growth : Innovative fee based services
• Value add interactive mBanking
• Funds transfer
• Bill Pay
• 2FA
• Panic Pay
• mBanking Platform for quick launch of innovative services
The New Value:Mobile Financial services
• mPayments
• Macro-Payments
• P2P
• Remittance
• NFC
• Top-Ups
• mCommercePlatform
• Mobile Wallet
1 2 3 4
© 2010 SAP AG. All rights reserved. / Page 7
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 Email registration
Linking Request
Cheaque Book Request
Stop payment Request
Duplicate Statement
mBANKING
MAIN FEATURES
© 2010 SAP AG. All rights reserved. / Page 8
FUNCTIONALITY FOR EXISTING CUSTOMERS
User downloads
from iPhone App
store
Integrates to
bank via Sybase
mBanking 365
platform
Integrates
Geo-Location
services for ATM,
Branch, etc
Download
Mobile Banking Sign-in
ATM/Branch locator View
Account Balance
Recent Transactions
Notifications
Transact
Bill Pay
Balance Transfer
.
© 2010 SAP AG. All rights reserved. / Page 9
FUNCTIONALITY FOR EXISTING + NEW CUSTOMERS
Main Menu Screen Sub Menu Screen
Selection Menu Screen
Merchant Details Screen
Coupon Details Screen
Click on -
get offers
Go to -
by merchant
Pick your
merchant
Get your
coupon
© 2010 SAP AG. All rights reserved. / Page 11
AND SOCIAL MEDIA…
600M users 253M Unique Visitors130M monthly
active users
51M
Subscribers
© 2010 SAP AG. All rights reserved. / Page 12
CASE STUDIES: mBANKING
Citi, Global Standard Chartered Bank, Global
IXE Bank, Mexico Compass Bank, US
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
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
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
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
CIBC, Canada RBC, 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
Largest Canadian Retail Bank Multi-Channel access via iPhone, Blackberry , Android for
Banking Bill Payments, Funds Transfer
© 2010 SAP AG. All rights reserved. / Page 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 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 15
RBS CITIZENS BANK: CORPORATE MBANKING
Release Wires
Approve
transactions
Transfer Funds
View secure
messages
View account
balance
View detailed
transaction history
iPhone
Example: Corporate users can receive secure emails & alerts, approve wire releases and get summary of their corporate accounts
iPad
© 2010 SAP AG. All rights reserved. / Page 16
CBQ: mBANKING AND mPAYMENT PLATFORM
Example: Consumers can access the Mobile Service via the Mobile Internet and from their iPhones and Blackberries
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.
WAP
iPhone
© 2010 SAP AG. All rights reserved. / Page 17
CIBC: MOBILE WEB AND iPHONE – NO. 1 APP
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
2010. 1st Bank in Canada
to have an iPhone
mBanking solution.
Both browser and
application include access
to e mail money transfer
application
Example: Consumers downloads Apps from iTunes
© 2010 SAP AG. All rights reserved. / Page 18
THE MOBILE ECONOMY IMPERATIVE
The evolution of the mobile economy is now at an inflection point
1990 2000 2010 2020
Mobile
Banking
Mobile
Payments
Mobile
Commerce
Mobile replaces PC for banking needs
Mobile replaces PC for buying goods
and services
Mobile devices become the ubiquitous platform for communications and
transactions
Mo
neti
zati
on
© 2010 SAP AG. All rights reserved. / Page 19
ALL MCOMMERCE SERVICES ARE NOW EVOLVING
It isn’t just mBanking that is evolving, all mobile commerce services are
Mobile Financial Services Mobile CRM
The Path for FIs
The Path for Enterprise
Mobile Commerce
© 2010 SAP AG. All rights reserved. / Page 20
CONSUMER MOBILITY & MCOMMERCE REQUIRES
ECOSYSTEM COLLABORATION
Banks and Card Networks
Mobile OperatorsMerchant
… but barriers exist
Loyalty
Cooperation
Business models
Technology Adoption
Economy
Consumer
• Saves time
• Eliminates the hassle of handling cash
• Gains flexibility with one interface for many payment options
• Has enhanced security
• Gains revenues from:
– Faster processing
– Spending lift
– Mobile couponing
• Reduces need for cash
• Increases customer loyalty
• Drives merchant card usage
• Reach new markets
• Increase transactions
• Lower costs
• Leverage fraud mitigation and compliance processes
• Build customer loyalty and stickiness
• Deepen customer relationships
• Gain new revenue streams from processing and billing
• Have opportunity to disintermediate banks
$
© 2010 SAP AG. All rights reserved. / Page 21
PARTICIPANTS AREN’T WAITING…THE RACE IS ON TO
ENROLL THE CUSTOMER
Banks and Card Networks
Mobile OperatorsMerchant
… but barriers exist
Loyalty
Cooperation
Business models
Technology Adoption
Economy
Consumer
• Saves time
• Eliminates the hassle of handling cash
• Gains flexibility with one interface for many payment options
• Has enhanced security
• Gains revenues from:
– Faster processing
– Spending lift
– Mobile couponing
• Reduces need for cash
• Increases customer loyalty
• Drives merchant card usage
• Reach new markets
• Increase transactions
• Lower costs
• Leverage fraud mitigation and compliance processes
• Build customer loyalty and stickiness
• Deepen customer relationships
• Gain new revenue streams from processing and billing
• Have opportunity to disintermediate banks
$
© 2010 SAP AG. All rights reserved. / Page 22
WHAT IS DRIVING MCOMMERCE IN DEV MARKETS
Location Based
Services
Discount
offers
Immediacy of
Delivery Services
Price
Comparison
Services
© 2010 SAP AG. All rights reserved. / Page 23
mPASS (MNO’S) GERMANY – MPAYMENTS
Pay for digitial
goods
Pay for
physical goods
Pay for Airtime
Example: Voda and O2 users in Germany can pay for Web or Mobile Web purchases using their phone
© 2010 SAP AG. All rights reserved. / Page 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 2009 700,000 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 26
PAYBOX AUSTRIA - SUPPORT FOR FUTURE NFC
… buy a
train ticket
from Austrian
Railways for
rides in all
Austria
… buy a
subway ticket
for rides in
Vienna
… buy
Snacks &
Drinks from
vending
machines in all
Austria
With a single touch …
… buy
parking
tickets, play
the lottery, use
vouchers or
buy mobile
products
© 2010 SAP AG. All rights reserved. / Page 27
CELCOM AIRCASH (MALAYSIA MNO) - MPAYMENTS
Example: Subscribers Can Buy Airtime, Pay Bills and Transfer Money
© 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.