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From Commodity to Differentiator: Transforming Your Small Business Banking Online ChannelDavid SinghVP of Strategic Accountsdavid@backbase.com ,[object Object]
The Quiet Truth about Small Business Banking,[object Object],All Online Offerings are Essentially the Same,[object Object],The same look-and-feel,[object Object],The same products,[object Object],The same capabilities,[object Object],The same Client Experience,[object Object],But Small Business Banking is no longer a commoditized process with Clients simply looking for the best rate,[object Object],They are seeking a Trusted Relationship with their Bank,[object Object]
How can your online offering stand apart from the Competition?,[object Object]
The Next-Generation SBB Online Offering,[object Object],The Core Products are the Commodities,[object Object],The Client Experience is the Differentiator,[object Object],Be relevant to Client needs,[object Object],Proactively provide guidance, advice, and coaching,[object Object],Extend the personal relationship through a scalable channel,[object Object],Offer a trusted relationship to Clients,[object Object],Engage and Delight your Clients ,[object Object],Help Clients grow and prosper,[object Object]
Today’s Agenda,[object Object],How Can You Transform Your Online Client Experience?,[object Object],Small Business Banking – The Current Situation,[object Object],What Clients Want from the Online Channel,[object Object],Six Capabilities to Quickly Differentiate Your Online Channel,[object Object],Jumpstarting the Transformation of your Online Channel,[object Object]
Who is Backbase?,[object Object],We help banks transform their online channel into a unique and engaging Client Experience through technology and services,[object Object]
We Address the Needs of All Stakeholders,[object Object],Your Clients want a solution that is engaging, delightful, and relevant,[object Object],Your Businesswants a solution that is adaptable, extensible, and unique,[object Object],Your IT Team wants an unobtrusive, flexible, and modern solution that fits within the existing IT constraints,[object Object]
We Have Worked with Many Organizations ,[object Object]
But this isn’t a vendor demo….,[object Object],Email me at:david@backbase.comorrequest@backbase.com,[object Object]
Small Business Banking – The Current Situation,[object Object]
J.D. Powers and Associates 2010 SBB Study,[object Object],Satisfaction and loyalty of Clients continues to decline,[object Object],Only 19% of Clients “definitely will” use their bank for additional products,[object Object],Satisfaction is highest among Clients who feel they have a collaborative partnership with their bank,[object Object]
Forrester Research – General SBB Attitudes,[object Object],North American TechnographicsBanking Online Survey,[object Object]
Forrester Research – SBB Online Activity,[object Object],North American TechnographicsBanking Online Survey,[object Object]
Forrester Research– Missed Opportunities,[object Object],North American TechnographicsBanking Online Survey,[object Object]
Forrester Research – The Blunt Facts,[object Object],North American TechnographicsBanking Online Survey,[object Object]
The Root Cause – An Inside-Out Approach,[object Object],A One-Size-Fits-All  Solution,[object Object],Available Technology focused simply on web-enabling banking systems,[object Object]
The Solution – An Outside-In Approach,[object Object],A My-Size-Fits-Me Solution,[object Object],Focus on your Clients’ Needs and your Business Objectives…,[object Object],and customer-enableyour systems,[object Object]
What Clients Want from the Online Channel,[object Object]
Mark, CEO of a High Tech Start-up,[object Object],“I chose Bank of America since I have my personal account with them.”,[object Object],“My bank doesn’t give me the information that I need at my fingertips.”,[object Object],“I understand that I’m not a $100M client, but can I get a little personal attention when I am in need?”,[object Object],“I expect to be successful, and when that happens, I know that my bank did nothing to earn my continued business.”,[object Object]
Rebecca, Owner of a Cupcake Bakery,[object Object],“I chose HSBC because my father is a HSBC SBB client.”,[object Object],“I have made a risky career change, and I wish my bank could help me make the important decisions.”,[object Object],“I get no financial guidance from my bank.  I get it from my Dad or Google.”,[object Object]
Kelly, Owner of a Fashion Boutique,[object Object],“I bank with JP Morgan Chase since I have my personal account with them.”,[object Object],“I can tell how much my bank values me when I have a question and try to call customer service.”,[object Object],“I do my financial planning in other tools, not on my banking site.”,[object Object],“I have no loyalty to my bank, because they don’t know who I am.”,[object Object]
Ryan, Owner of a Home Renovation Firm,[object Object],“I selected Bank of the West due to a personal recommendation.”,[object Object],“I am not an Accountant, and I don’t feel that my bank provides me with any help or assistance.”,[object Object],“I don’t know what my bank has to offer to make me successful.”,[object Object]
So Why Can’t My Bank…,[object Object]
…Provide a My-Size-Fits-Me Experience?,[object Object]
…..Put Me in Control?,[object Object]
…Easily Help Me Find What I Need?,[object Object]
…be Simple to Use?,[object Object]
…Offer Unparalleled Personal Service?,[object Object]
…be Fun and Engaging?,[object Object]
It Is Possible! ,[object Object]
Six Capabilities to Quickly Differentiate Your Online Channel,[object Object]
1. Personalized Client Dashboard,[object Object]
Small Business Banking webinar, November 30, 2010 by David Singh
Personalized Client Dashboard,[object Object],Information at the Clients’ Fingertips:,[object Object],Provide a single snapshot view of all of the important information that your Client needs to know,[object Object],Custom Tools, Premium Services, and Upselling Messages: ,[object Object],Push out relevant information to the Client by leveraging what you already know about them,[object Object],Put the Client in Control: ,[object Object],Allow your Client to further tailor their Dashboard to meet their needs (e.g. new tabs, new tools, preferred layout, etc.),[object Object],A Rich Web 2.0 Experience: ,[object Object],Engage and Delight your Customers with a compelling experience (e.g. Single Page Interface, Drag and Drop, Animations, etc.),[object Object]
 2.  SBB Finance Management Tools,[object Object]
Small Business Banking webinar, November 30, 2010 by David Singh
SBB Finance Management Tools,[object Object],Keep Your Clients on Your Site: ,[object Object],Why let your Clients go to a 3rd Party Solution when you can provide them with a one-stop-shop?,[object Object],Provide Mutually-Beneficial Guidance: ,[object Object],Leverage FM Tools to upsell and cross-sell Clients to other products and solutions,[object Object],Learn from Your Clients: ,[object Object],Examine Client behavior and trends to understand their concerns and issues,[object Object],Offer Premium Services: ,[object Object],Offer additional tools at a premium cost ,[object Object]
 3.  Personal Online Advisor,[object Object]
Small Business Banking webinar, November 30, 2010 by David Singh
Personal Online Advisor,[object Object],Leverage Limited Resources: ,[object Object],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,[object Object],Availability Based Upon Segmentation: ,[object Object],Initially roll-out the offering based upon entitlements of the Client and expand the capability as you grow,[object Object],Build the Personal Relationship: ,[object Object],Let your Clients see how you value their relationship and what they can expect as they grow,[object Object]
 4.  Relevant Guidance and Advice,[object Object]
Small Business Banking webinar, November 30, 2010 by David Singh
Relevant Guidance and Advice,[object Object],Personalization: ,[object Object],Utilize the information that you know about your Client to proactively ascertain their needs and push out relevant content ,[object Object],Subscriptions: ,[object Object],Allow  your Clients to subscribe to topics of interest to them,[object Object],Faceted Search and Share: ,[object Object],Allow your Client to easily search and view relevant articles and share that information with others,[object Object],Integrate 3rd Party Information:,[object Object],Leverage and incorporate third party guidance and advice to provide your Client with the information that they need,[object Object]
 5.  Live Assistance,[object Object]
Live Assistance,[object Object]
Live Assistance,[object Object],On-Demand Support:,[object Object],Bring the human element back into the online channel to build a tighter relationship with your Client,[object Object],Integrate Click-to-Call and Click-to-Chat with Co-Browsing: ,[object Object],Allow Support Agents to view the Customer’s web session and direct them visually to the right answers and information,[object Object]
 6.  Integrated Mobile Experience,[object Object]
Small Business Banking webinar, November 30, 2010 by David Singh
Integrated Mobile Experience,[object Object],Extend the Experience with Additional Touch Points of Value: ,[object Object],Deliver a useful and user-friendly mobile experience to increase the touch points between you and your Client,[object Object],Provide a Consistent Cross-Platform Experience: ,[object Object],Ensure that your mobile capabilities match your desktop browser capabilities,[object Object],Build Once – Deploy on Multiple Platforms:,[object Object],Have a single project effort to develop capabilities that are portable and platform-agnostic ,[object Object]
Six Differentiators for a WOW Client Experience,[object Object],Personalized Client Dashboard,[object Object],SBB Finance Management Tools,[object Object],Personal Online Advisor,[object Object],Relevant Guidance and Advice,[object Object],Live Assistance,[object Object],Integrated Mobile Experience,[object Object],“ This sounds great, but how can I easily get this implemented within my organization?”,[object Object]
This is where,[object Object],Backbase comes,[object Object],into play,[object Object]
Backbase Next-Generation Portal,[object Object],Our solution allows you to add these capabilities on top of your existing systems without requiring any backend re-architecting.  ,[object Object],With Backbase, you don’t need to modify your existing core banking systems – we utilize what you currently have. ,[object Object],We place a loosely-coupled, rich presentation layer on top of your current systems.,[object Object],We allow you to provide these innovative capabilities quickly and easily within your current environment.  ,[object Object]
 Jumpstarting the Transformation of Your Online Channel,[object Object]
The Potential Pitfalls,[object Object],Lack of Organizational Ambition,[object Object],Lack of Focus on the Client ,[object Object],Lack of Business Empowerment,[object Object],Lack of Executive Support,[object Object],Lack of IT Belief ,[object Object]
Cookbook for Quick Success,[object Object],Assess your current offering to identify the deficiencies between your current state and your desired objectives,[object Object],Perform user experience research on a sampling of your Clients to understand what they need from you,[object Object],Construct a prototype to paint a vision of what is possible ,[object Object],Build internal consensus and support with the Executive Team,[object Object],Win over IT detractors by reusing your existing assets and leveraging a loosely-coupled rich presentation layer,[object Object],Continuously analyze and optimize to always stay on top,[object Object]
About Backbase,[object Object]
We Deliver Portal Solutions for Financial Services,[object Object]
Our User-Centered Approach is Unique,[object Object],[object Object],DISCOVERY         RESEARCH         CONCEPT         PROTOTYPE         EVALUATE,[object Object]
Our Specialized Technology is Unique,[object Object],Gartner calls Backbase a “Portal-less Portal” ,[object Object],Our solution enables banks to quickly implement a rich presentation layer on top of existing backend systems ,[object Object],Gartner states that our approach will surpass the traditional portal approach by the year 2015,[object Object]
We Work Globally,[object Object]
The Industry Recognizes Us as a Top Innovator,[object Object]
And We Help Top Organizations Innovate ,[object Object],FINANCIALS,[object Object],TELECOM,[object Object],GOVERNMENT,[object Object],HIGH TECH,[object Object]
Our Goal,[object Object],Transform your ,[object Object],online channel,[object Object],into a Customer Engagement Platform,[object Object]
Our Vision – Outside-In Customer Engagement,[object Object],OUTSIDE-IN,[object Object],APPROACH,[object Object],Customer,[object Object],Engagement,[object Object],CUSTOMER,[object Object],EXPERIENCE,[object Object],WEB ,[object Object],ENABLEMENT,[object Object],INTERNAL,[object Object],SYSTEMS AND PLATFORMS,[object Object],INSIDE-OUT,[object Object],APPROACH,[object Object]
Our Vision – Unify Disparate Systems in the UX Layer,[object Object],Branch,[object Object],Front-end,[object Object],Public,[object Object],Website,[object Object],Online,[object Object],Banking,[object Object],Call Center,[object Object],Front-end,[object Object],Customer Engagement Portal,[object Object],Advisory Tools,[object Object],Business Rules,[object Object],Simulation, Calculators, …,[object Object],1:1 customer treatment,[object Object],(targeting, segmentation),[object Object],Reusable ,[object Object],Widgets,[object Object],Content,[object Object],Customer Profile,[object Object],Consistent across Channels,[object Object],collect customer preferences,[object Object],(implicit & explicit),[object Object],Core Banking,[object Object],Other Back-end Functions,[object Object],3rd Party Functions,[object Object],Transactional,[object Object],CRM, …,[object Object],PFM, …,[object Object]
Our Vision – Provide a Multi-Channel Experience,[object Object]
Customer,[object Object],In Control,[object Object],Superior,[object Object],Experience,[object Object],Personalization,[object Object],& Targeting,[object Object],Any Place,[object Object],Any Device,[object Object],Cross-Channel,[object Object],Integration,[object Object],Social,[object Object],Integration,[object Object],Easy Portal,[object Object],Management,[object Object],Interactive Forms,[object Object],& Advisory tools,[object Object],Customer Engagement Platform,[object Object],Our Vision – Integrated Customer Experience Platform,[object Object],Web Site 1.0,[object Object],Core Banking Systems & Processes,[object Object]
Our Offer to You,[object Object],Let Us Help You with the Transformation:,[object Object],Let’s Do an Assessment of Your Online Offering,[object Object],Let’s understand your strategic Business Objectives,[object Object],Let’s understand your Client Needs,[object Object],Let’s build a Concept Car to show your organization what is possible,[object Object],Let’s transform your Online Offering from a Commodity to a Differentiator,[object Object]
Thank You!,[object Object],WWW.BACKBASE.COM,[object Object],REQUEST@BACKBASE.COM,[object Object],SAN FRANCISCO: +1 866 800 8996,[object Object],AMSTERDAM: +31 (0)20 465 8888,[object Object]

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Small Business Banking webinar, November 30, 2010 by David Singh

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