Efficiency through mobile technology
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Efficiency through mobile technologies
Yolande van WykCEO FNB eWallet Solutions
Servicing your customers for less
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Monday, May, 30, 2011 Slide No:2FNB eWallet Solutions
Efficiency through mobile technology
WHAT IS MOBILITY?
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Monday, May, 30, 2011 Slide No:3FNB eWallet Solutions
Efficiency through mobile technology
For todayUsing mobile technologies to provide access to your core
services and systems
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Monday, May, 30, 2011 Slide No:4FNB eWallet Solutions
Efficiency through mobile technology
MOBILE TECHNOLOGIES
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Monday, May, 30, 2011 Slide No:5FNB eWallet Solutions
Efficiency through mobile technology
The mobile phone
SMS
USSDVoice
IP
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Monday, May, 30, 2011 Slide No:6FNB eWallet Solutions
Efficiency through mobile technology
The technologies
HSCSD/GPRS/3G/4G
IP
ProductivityPBX/VOIPDatabasesValuations
EtcEtc
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Monday, May, 30, 2011 Slide No:7FNB eWallet Solutions
Efficiency through mobile technology
Connecting to the network
WASP
SMS
USSD
MMSAPI
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Monday, May, 30, 2011 Slide No:8FNB eWallet Solutions
Efficiency through mobile technology
Connecting to the network
SMS
USSD
MMS
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Monday, May, 30, 2011 Slide No:9FNB eWallet Solutions
Efficiency through mobile technology
Some attributesTechnology Attribute
SMS
Store & ForwardNeed connection to each MNOGenerally SMPPCan get costly at high volumes
USSD
Session basedSession limits imposed by MNO20c per 20 seconds for userSOAP/XML type interfaces
MMSPriceySimilar to emailVendor specific
IP based services
Huge growth area.mobiApplicationsRemoves dependance from MNO
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Monday, May, 30, 2011 Slide No:10FNB eWallet Solutions
Efficiency through mobile technology
SERVICING OUR CUSTOMERS
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Monday, May, 30, 2011 Slide No:11FNB eWallet Solutions
Efficiency through mobile technology
Financial services
The business activity of accepting and safeguarding money owned by other individuals and entities,
and then lending out this money in order to earn a profit.
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Monday, May, 30, 2011 Slide No:12FNB eWallet Solutions
Efficiency through mobile technology
Branches• Security
• Staff
• Cash management
• Low staff efficiency
• Complex and expensive systems
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Monday, May, 30, 2011 Slide No:13FNB eWallet Solutions
Efficiency through mobile technology
Call Centre• Low staff efficiency
• High staff cost inflation
• High staff turnover
• Cost of telco and bandwidth
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Monday, May, 30, 2011 Slide No:14FNB eWallet Solutions
Efficiency through mobile technology
ATM networks• Expensive devices
• High cost of cash
• Security
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Monday, May, 30, 2011 Slide No:15FNB eWallet Solutions
Efficiency through mobile technology
www.fnb.co.za• Low internet penetration
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Monday, May, 30, 2011 Slide No:16FNB eWallet Solutions
Efficiency through mobile technology
Improvements
Source: Booze Allan Hamilton
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Monday, May, 30, 2011 Slide No:17FNB eWallet Solutions
Efficiency through mobile technology
SHIFTING PARADIGMS
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Monday, May, 30, 2011 Slide No:18FNB eWallet Solutions
Efficiency through mobile technology
The goal
• Reduce the average cost per transaction:o Cost efficiencyo Innovative application of technologyo Re-use of technologyo Reduce the face-to-face as much as possibleo Development of alternative electronic channelso Provide more customer options
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Monday, May, 30, 2011 Slide No:19FNB eWallet Solutions
Efficiency through mobile technology
Mini-ATM• Completely mobile
• POS device
• Assists merchant with cash management
• Perfect for remote areas
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Monday, May, 30, 2011 Slide No:20FNB eWallet Solutions
Efficiency through mobile technology
FNB Cellphone Banking• Multi-bearer
• Any phone, anytime, anywhere
• Full transactional banking
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Monday, May, 30, 2011 Slide No:21FNB eWallet Solutions
Efficiency through mobile technology
FNB’s mobile services2002
2005
20082008
2009
2010
2007
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Monday, May, 30, 2011 Slide No:22FNB eWallet Solutions
Efficiency through mobile technology
inContact
www.fnb.co.za
*120*321#
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Monday, May, 30, 2011 Slide No:23FNB eWallet Solutions
Efficiency through mobile technology
Cellphone banking
MO SMSUSSD-1
USSD-2*120*321# fnb.mobi fnb.exe application
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Monday, May, 30, 2011 Slide No:24FNB eWallet Solutions
Efficiency through mobile technology
Cell Pay Point
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Monday, May, 30, 2011 Slide No:25FNB eWallet Solutions
Efficiency through mobile technology
Virtual Products
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Monday, May, 30, 2011 Slide No:26FNB eWallet Solutions
Efficiency through mobile technology
Quick facts• In December 2010, FNB sent 79 million SMSs (approximately 2.5
million SMSs per day)• In December 2010, FNB recorded 2.6 million customers• In December 2010, FNB processed in excess of 15 million
transactions• In December 2010, FNB processed transactions worth R1.7 billion
through Cellphone Banking• In December 2010, the FNB.MOBI site attracted more than 250 000
visits.
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Monday, May, 30, 2011 Slide No:27FNB eWallet Solutions
Efficiency through mobile technology
Cellphone Banking base
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Monday, May, 30, 2011 Slide No:28FNB eWallet Solutions
Efficiency through mobile technology
Cellphone Banking Growth
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Monday, May, 30, 2011 Slide No:29FNB eWallet Solutions
Efficiency through mobile technology
Reduced cost of transactions
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Monday, May, 30, 2011 Slide No:30FNB eWallet Solutions
Efficiency through mobile technology
Cheaper for customers
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Monday, May, 30, 2011 Slide No:31FNB eWallet Solutions
Efficiency through mobile technology
Bringing our own costs down
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Monday, May, 30, 2011 Slide No:32FNB eWallet Solutions
Efficiency through mobile technology
Benefits
• Cellphone Banking is a low cost channel to the bank • Cheaper for customers• Reduces queue times at ATMs and branches • Services like InContact reduces service calls at
branches and call centres.
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Monday, May, 30, 2011 Slide No:33FNB eWallet Solutions
Efficiency through mobile technology
Expansion is key
FNB Botswana
FNB Namibia
FNB Swaziland
FNB Lesotho
FNB Moçambique
Nigeria
Tanzania
Existing Countries
New Countries
FNB Zambia
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Monday, May, 30, 2011 Slide No:34FNB eWallet Solutions
Efficiency through mobile technology
Source: www.knowledge.allianz.com
Financial access in Africa
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Monday, May, 30, 2011 Slide No:35FNB eWallet Solutions
Efficiency through mobile technology
ENTER THE EWALLET
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Monday, May, 30, 2011 Slide No:36FNB eWallet Solutions
Efficiency through mobile technology
FNB eWallet
1. Send from any FNB account:o Online bankingo Cellphone bankingo ATM
• Recipient can:o Cash at ATM (no card)o Buy airtimeo Send to someone elseo Buy from 35 online merchants
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Monday, May, 30, 2011 Slide No:37FNB eWallet Solutions
Efficiency through mobile technology
Pay WalletPay Wallet allows FNB Corporate, Commercial and Public Sector customers to pay anyone electronically, without the recipient requiring a bank account.
• Single source• Multiple recipients• Personal information
captured & stored• Pay to phone or card
Cardless cash out
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Monday, May, 30, 2011 Slide No:38FNB eWallet Solutions
Efficiency through mobile technology
Quick Facts
• eWallet services was launched in October 2009.
• As at December 2011 close to 350 000 eWallets had been created.
• In December 2010 alone, more than R60,000,000 was sent to cellphones with FNB eWallet
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Monday, May, 30, 2011 Slide No:39FNB eWallet Solutions
Efficiency through mobile technology
eWallet Growth
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Monday, May, 30, 2011 Slide No:40FNB eWallet Solutions
Efficiency through mobile technology
Mobile success factors• Banks are able to provide low cost digital infrastructure,
minimizing reliance on bricks and mortar infrastructure:
• More affordable for the bank.• Provides accessibility, convenience and affordability for the customer.
• Provides the evolution of additional multifunctional financial services required by the African market.
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Monday, May, 30, 2011 Slide No:41FNB eWallet Solutions
Efficiency through mobile technology
Key learnings• Mobile is not novel anymore – it is a necessity• Mobile is the most direct access to customers at the lowest cost• Architect for volumes
o Transaction volumeso Operator partnershipso Scalabilityo Maintenance
• It is not just about technologyo User interfaceo Safety o Customer support
• It’s a continuous and fast-paced evolution
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Monday, May, 30, 2011 Slide No:42FNB eWallet Solutions
Efficiency through mobile technology
The world is mobile
• 6.8 Billion is the world population
• 1.9 Billion Internet subscribers
• 5 Billion Cellphone subscribers
Source:Internet world statisticswww.internetworldstats.com
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Monday, May, 30, 2011 Slide No:43FNB eWallet Solutions
Efficiency through mobile technology
Thank You
Questions?