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Business Banking (Slowly) Goes Mobile DIGITAL BANKING TRACKERTM NOVEMBER 2016 Business Banking (Slowly) Goes Mobile A group of 20 U.S. banks plan to adopt instant payments platform Zelle early next year. Standard Chartered Bank and Uber announce a partnership to offer a cashback program for cardholders in six global markets. A partnership between Bill.com and QuickBooks Online could allow 1.5 million small business owners to pay bills digitally. Digital Banking TrackerTM Table of Contents 03 What’s Inside 04 Cover Story 08 Scoring Methodology 09 Top Power Rankings 13 Watch List – New Additions 14 News 18 Scorecard – B2C 51 Scorecard – B2B 75 About © 2016 PYMNTS.com all rights reserved 2 What’s Inside This month, the Digital Banking space saw a little less competition and a little more collaboration. Several banks announced partnerships with technology partners to expand services to customers and clients with offers like smoother bill pay options for small businesses. At the same time, several companies got creative and rolled out new technology services to their consumers to allow greater interaction with their payment systems, including a few artificial intelligence (AI)–powered features. Here’s a snapshot of some notable news items from the last month: In the first of several noteworthy collaborations, two French banks, BNP Paribas and Credit Mutuel, plan to work with a network of retailers to develop a mobile app that will allow customers to pay for purchase in stores and online, earn rewards and transfer money with one mobile payment solution. The banks have agreed to combine their mobile wallets into a single platform as part of the agreement. Meanwhile, Mitek and Backbase are teaming up to allow the former’s identity verification software to work in the Backbase Open Banking Marketplace to create fast and frictionless onboarding processes. Another agreement between Bill.com and QuickBooks Online will offer online bill pay and faster payment options for over 1.5 million small business owners. The service aims to allow business owners to consolidate their bills in a central location within QuickBooks. Finally, under an agreement between rideshare company Uber and Standard Chartered Bank, the bank’s credit cardholders in five Asian markets and one Middle East market will receive cashback offers for their rides. Companies Find Creative Ways to Blend Technology, Banking Financial institutions are increasing their savviness in how they provide services to their customers. Several companies announced a series of innovative plans to allow customers to interact with their services. A few major financial firms, including Mastercard and Bank of America, are allowing customers and clients to use AI programs to allow users to manage their finances. Mastercard’s AI bots will allow customers to manage their finances, while Bank of America’s program — named Erica — will provide mobile device users tips to manage their finances. Other companies are allowing certain banking tasks to be performed using voice prompts and smartphone cameras. OCBC Bank plans to allow customers in Asia to transfer money to one of their contacts using voice commands with Apple’s Siri and iMessage programs. And Lloyds Banking Group will allow customers in the U.K. to use selfie technology to complete an application. The Digital Banking Tracker November Updates This issue of the Digital Banking Tracker™ features 256 global providers in our Scorecard, which highlights players from around the space. Ten companies have been added to the growing list of providers: Bank of Internet USA, BankMobile, Contis Group, Dayspring Technologies, Infrasoft Technologies, Netcetera, Slonkit, Times Internet Limited, Vayana and WIZZIT. © 2016 PYMNTS.com all rights reserved 3 Cover Story Business Banking (Slowly) Goes Mobile While consumers and retail banks alike seem “to have warmly embraced banking via mobile apps, the mobile revolution has yet to reach banking for business. ” While consumers and retail banks alike seem to have warmly embraced banking via mobile apps, the mobile revolution has yet to reach banking for business. According to a report released earlier this year by JAVELIN, the number of weekly mobile banking users outnumbered weekly bank branch customers in the U.S. for the first time. Thirty percent of consumers reported using mobile banking weekly, while just 24 percent said they visited a bank branch with the same frequency. What’s more, the report estimates that 25 million customers made the switch to digital banking in 2015 alone and that 81 percent of U.S. adults will be banking on their phones by 2020. Despite all this, research from the Aite Group reported that business mobile banking services still lagged behind. Only 32 percent of the more than 1,000 companies surveyed in the U.S. said they did their banking via a mobile device. As it turns out, even the most popular banks have a business adoption rate of roughly 20 percent when it comes to mobile services. In an effort to close this gap, banking solutions providers like the NCR Corporation recently released a new app that looks to help change that. The company rolled out Business Banking Mobile, a new app designed to help community financial institutions offer business banking customers a secure and mobile account management platform. Dave Potterton, director of business banking at NCR, told PYMNTS in an interview that he believes banks can use many of the same principles and features that attract consumers to mobile banking options to win over business owners. © 2016 PYMNTS.com all rights reserved 4 Cover Story “The number one reason we built this solution is that companies and customers were asking for it,” Potterton said, attesting to the market for a reliable mobile business banking solution. “Especially for small or medium businesses, I think this is a similar use case to what we see on the retail side. People are on the go, and they need to do things like approve payroll and keep their business functioning whether they are in or out of the office.” PYMNTS recently caught up with Potterton to speak more about the state of mobile banking for business, the company’s new solution and what he sees in the future for business banking customers. Common needs of businesses and consumers According to research from American Bankers Association, consumers have embraced mobile business banking because of the speed and convenience these services offer. More than 50 percent of consumers surveyed reported they preferred mobile business banking to-person transactions because they wanted to be able to check their balances on demand, which most mobile banking apps allow. Fifty-eight percent said they used the apps to manage their bank accounts. These customers are also largely pleased with these mobile apps, with more than three-quarters of customers saying they are “highly satisfied” with their banking apps. Potterton noted that many of these features and attributes that attract these consumers appeal to the needs of many commercial customers. However, Potterton also acknowledged that while some aspects of consumer banking solutions may appeal to businesses, many merchants The number one and corporations need a different set of tools than consumers. reason we built “I think companies want to use a solution like this for the same reason this solution is that regular customers do, to be able to look at balances or get info about “ their account whenever they want,” he said. “But there’s also that next companies and level, where businesses need things that consumers don’t.” customers were asking Among those features that are crucial for businesses are multifactor for it.” authentication and other more robust security solutions, the ability to be able to toggle between different accounts simply and easily, and the ability to make speedy payments from a mobile device, Potterton said. © 2016 PYMNTS.com all rights reserved 5 Cover Story Everyone into the mobile banking pool While most businesses may not conduct their banking on smartphones or tablets at the moment, Potterton said he expects that to change in the near future as more companies embrace mobile technology in all aspects of their business, including their banking. He also said he expects more companies to offer increasingly advanced mobile features, such as voice banking capabilities. ...it’s even less driven by the app itself and is centered “I think we’re going to see where it’s even less driven by the app itself and is centered around voice-driven commands, via “around voice-driven something like [Apple’s] Siri or [Amazon’s] Alexa,” Potterton commands, via something said. “You could authenticate by voice and saying something like, ‘Alexa, get me my balance’ or some other voice command, like [Apple’s] Siri or and that’s obviously very convenient and easy to use.” [Amazon’s] Alexa...” In order to satisfy customer expectations and demand, however, Potterton said it will be crucial for app providers to communicate with their business banking customers frequently to provide them with the features they want or need. “We have advisory groups we talk to all the time when we’re building and updating these kind of solutions,” Potterton said. “When we’re looking at four first solution out there, it was a lot of things that were expected, and now as we try to build subsequent versions, we’re relying on their input to figure out what needs to be next.” Potterton and his team have already collected feedback from trials and early users of the app for improvements and new capabilities that customers would like to see added in updates to the app, he said. He added that developers are already working to add new features to updates for the Business Banking Mobile solution, including real-time B2B payments and remote deposit capture. If banks can communicate with companies and meet their expectations and the demands of their business, it may not be long before mobile solutions potentially dominate the business banking world as they do the consumer banking space.
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