1. Internet& Mobile Banking the future in banking ? Bucharest, 4 th of April, 2012

2. 2 Topic:  Which is the customer behavior? What are they looking for?  Customers -key factor for bank’s solution  Are banks ready to be a step ahead ?  technology is a key factor for the future of banking  Concentration of banks services on internet banking?  Internet banking & mobile banking – the future in banking

3. 3 Everywhere the key is the progress ! George Bernard Shaw : "The reasonable man adapts himself to the world. The unreasonable man persists in trying to adapt the world to himself. All progress, therefore, depends upon the unreasonable man."

4. 4 Which is the customer behavior? MIX OF ATTITUDES Traditional: in some ways, very concentrated to classical ways Modern: sometimes, very interested for new trends

5. 5 What they are looking for? cheap solutions healthy solutions Simple and easy solutions Less time consuming solutions Confortable solutions high mobility solutions More options in one solution

6. 6 Are banks ready to anticipate customers needs? YES! We have examples, see credit card history

7. 7 Are banks ready to anticipate customers needs? Banks are actively care to have the right technology Banks are having knowledge Banks are having strong partnerships with solutions providers THE ANSWER SHOULD BE YES!

8. 8 Technology – the key factor for the future of banking new applications internet/mobile technology old fashion

9. 9 Concentration of services into internet banking solutions? ALL IN ONE CONCEPT PFM Cards Management Standing Orders / recurring payments Online products subscriptions Integration with social networks Integration for online payments in web stores

10. 10 All in one concept – advantages! More benefits & facilities for customers Saving time & mobility (customers) Improving of service level and quality of services, customers happiness Cutting costs (customers & bank) Increasing number of customers for bank Increasing number of bank services used by customers via internet banking Increasing the active customers rate

11. 11 Results? Banca Transilvania case study Results of upgrade to a complex BT24 with All in one concept facilities 36% increasing in number of BT24 customers > 20% increasing in number of operations generated by BT24 Increasing of bank services integrated in BT24 (e.g. SMS cards alert) Increasing of number of active customers > 10 % Number of customersOld BT24 31.07.2011 New BT24 29.02.2012 Internet banking 171.500 233.600 Number of operations295.000/ month 355.000/month

12. 12 What about mobile banking ? It is a future alternative to internet banking? NOT NECESSARY, COULD BE FOR SOME SPECIFIC FUNCTIONS It is a complementary solution to internet banking? YES, DEFINITELY

13. 13 Mobile banking, which are the customers advantages ? Mobility :all I need is in my pocket concept Very useful, especially for customers pro technology Very simple operations : maximum 2-3 steps to finalize an operation Very easy to view useful information: online balance, bank news, ATM/branch locator, exchange rates

14. 14 Mobile banking, but bank’s challenges ? To manage a simple & easy mobile banking solution But, also a complex one in term of functionalities Very intuitive Very good protected against unauthorized intrusion

15. 15 Results? Banca Transilvania case study Results of mBT24 implementation : From 0 to more than 13.000 in ½ of year 6% from entire internet banking portfolio Number of customers 29.02.2012 mBT24 > 13.000

16. 16 My conclusions? Online banking solutions (internet banking & mobile banking) will exponentially increase in the near future Both solutions will eat a very important part from the traditional bank operations Internet banking solutions will include more and more functionalities & operations from the classic channels Mobile banking will have a very good trend due to the dynamic sales in term of smartphones units

17. 17 My contacts: Marius Flore Director of E-delivery Channel Banca Transilvania Email: marius.flore@btrl.romarius.flore@btrl.ro THANK YOU !