Our Viewpoints

Our Viewpoint

Online and Mobile Banking – Creating Value for Consumers

July 15, 2015

Digital banking is transforming the way financial institutions interact with and serve consumers. It goes beyond promoting online and mobile banking channels or what software or device is being used. It is also about ensuring that specific consumer needs are being met. While financial institutions are rethinking how to optimize their service and efficiency, there is a growing expectation that efficiencies gained by streamlined consumer facing workflows also should be applicable within the institution itself. And rightfully so - it makes sense to expect that these would lead to improved processes in areas such as wire transfers, check deposit/capture, account onboarding etc. This could be especially true for less complex routine tasks, which is estimated to comprise about 80 percent of in-branch transactions.

Today’s financial institutions are faced with the challenge of competitive threats from Google, Apple, Facebook and hundreds of smaller firms, while responding to increasing consumer demands. Last year, Google launched a plastic debit card to access Google Wallet, and as of June 2015, Facebook Payments via Facebook Messenger is now available. The focus should then be on optimizing digital presence and offering products to compete with non-traditional competitors. To do so effectively, financial institutions must be in tune with their market needs. It is not enough to retrofit traditional offerings – they have to understand which features and products will attract and retain “digital native” consumers. Financial institutions also must be willing to invest and take steps to be at the forefront of the buyer experience through the Web, social media and mobile.

D+H solutions help financial institutions overcome these challenges by providing integrated products that provide straight through processes, eliminating delays in “batch” processing of files or data. The result? All data presented to the customer or member is real time and actionable, as well as consistent across all channels. In addition, our Internet and mobile solutions help extend features and functionality that previously would have been available only in a branch. In recent years, we have all seen the studies that demonstrate the benefits of reduced cost of transactions and increased customer satisfaction from innovative Internet and mobile products. We continue to help financial institutions provide value by empowering consumers to self-serve as much as possible, reducing operational costs while positively impacting service, output and turnaround times.

This year, our mobile products, specifically, mobile downloadable apps, deposit capture and P2P payments are generating the most interest from financial institutions. In fact, mobile payments alone are expected to reach $90 billion by the end of 2017 according to Forrester Research. This is primarily because institutions are seeking ways to keep abreast of new technologies that help them compete effectively with larger institutions. Gone are the days when a financial institution could rely only on service as a differentiator. Our integrated business intelligence products, which help financial institutions monitor and measure profitability and member propensity, and then recommend or target specific actions, are also generating interest as institutions look for ways to become more efficient and relevant to their markets.

Choosing a strong, firmly entrenched solutions partner like D+H, with a track record of safety and success, enables your financial institution to focus on building the financial strength and security of its customers or members. D+H offers a suite of mobile solutions that will arm your financial institution with innovative technology to maintain a competitive advantage.

Author

Kristen K. Jason
Solutions Marketing Manager, Integrated Core

Kristen has several years of marketing experience. Prior to joining D+H, she served in roles for a regional bank and a trade association for auditors. She holds a BA in business administration from Florida A&M University and an MBA from the University of Central Florida.

Kristen Jason