How to win start-ups: A global good practice report

Mapa Insight Series Find out more about our research: www.maparesearch.com/research

Contents 1. Report objectives and methodology 2. Sample pages from the report 3. Mapa Insight Series: Report schedule 2014/15 4. About Mapa

Report structure: A. Objectives and methodology B. Countries and brands researched C. Executive summary D. Conclusions -------- 1. Site segmentation, engagement and packaging 2. Support and advice 3. Digital tools 4. Becoming a customer 5. Top five business banking apps

Objectives:

• Examine what banks are doing to attract and engage

with start-ups and small businesses in terms of:

• Site segmentation, engagement and packaging

• Support and advice

• Digital tools

• Becoming a customer

• Identify and highlight our top five business banking apps

• Highlight key trends we see in relation to the above

• Show and explain standout examples within each area

This report will feed into internal planning processes by

providing strategic understanding of what is happening in

the marketplace. Furthermore innovative examples and

approaches can be used to gain inspiration as well as

strengthening existing business cases.

© Mapa International Ltd

Methodology:

We have conducted public site research of 35 banks

across 12 countries: see a full list on the next page.

Also, we have conducted desk research to uncover

other initiatives of interest. Our findings are summarised

in this report, providing in-depth insight of a number of

innovative banks across the globe.

September 2014 – Page 2

1 Report objectives and methodology

© Mapa International Ltd

2. Sample pages from the

report

September 2014 – Page 3

2

ING (NL): Similar to the Danske Bank package customers get a business account, debit card, access to internet and mobile banking. Overall, this is the most common type of packaging. One thing stands out with ING though. Customers get additional start-up benefits worth € 1,250. This includes: • 40% off MS Office 365 • € 100 advertising credit and 5 weeks free

support from Google when you spend € 25 • 6 months free bookkeeping Exact Online

including free training • 1 year free email marketing with Yeshello • No connection fee charges when you sign up

for T-Mobile SIM only business contract • Free Start a logo design contest on

Brandsupply.nl

This type of non-banking benefits can help to make the package more attractive. It also helps to make it stand out from other banks’ offerings. If interested, you can apply directly online for this account package. Read more about this on page xx

September 2014 – Page 4

Site segmentation, engagement and packaging: Start-up package

© Mapa International Ltd

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DNB (NO) together with the Dutch banks stand out as being very start-up focused. In May 2014 DNB launched a ’Start-up Solver’ team. You can reach this dedicated team of advisors via phone, weekdays 8-17. The team of experts gives you good tips and help on how to take things forward. Below we highlight the ’Start a business’ page. During the spring DNB conducted a poll asking if a start-up forum would be a good thing. 91% of the respondents said yes and as a result a forum went live. The forum sits on a Labs site, but selected topics are integrated nicely on different pages.

Support and advice: Start-up focused approach

In DNB we have a team named the ’Start-up Solver’. We know a lot about starting a business...

Most recent discussions from the forum integrated

9 sub-sections that you can dive into: 1. Business idea 2. Business plan (see next page) 3. Financing and support 4. Type of company 5. Registration 6. Tools and forms 7. Webinar and Seminar 8. Inspiration 9. Become a customer

September 2014 – Page 5 © Mapa International Ltd

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November 2013 Westpac (NZ) released a ‘Get Feedback’ tool to their business banking customers. The bank claims it is the first of its kind offered to business banking customers in Australia and New Zealand. Using this service businesses can capture and analyse their customer feedback and build better engagement. They will be able to track, in real time, how customers feel about the service they offer, manage customer interactions and receive valuable verbatim feedback. They are also able to post feedback in the social media channels they use. The service is provided together with Vocaliti. As part of announcing the tool Westpac said that they see huge opportunity helping SME’s drive their customer experience.

Link to the page including a video demonstration: bit.ly/1qOcCbQ

Key features: • Live online Dashboard • Build surveys simply and quickly • ’Share’ positive feedback automatically • Track customer feedback over time • Set up alerts to identify important customers • Benchmark against the best

Digital tools: Doing more business

September 2014 – Page 6 © Mapa International Ltd

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Bank of America is the best example of cross selling within the application*, that we have come across. Earlier in the report we highlighted the NAB (AUS) approach in directing you to speak to an advisor – here it is all up to the customer to read and be convinced. On the pre-application page you are informed of what is included in the ‘Business Fundamentals’ package. And at the lower half of the page you are recommended additional products and services. In just one click you can add an item to your shopping basket. *We have only evaluated the initial steps of the processes.

Becoming a customer: Cross selling within the application

September 2014 – Page 7 © Mapa International Ltd

CIBC (CA) introduced their app in September 2013. Similar to Swedbank it offers more than just the basics. You can perform critical payment tasks including payment approvals and rejections for all payment types. Establish up to 30 favourite accounts for even easier access. Also, you can review payment details and audit history. Three standout features that we want to highlight: 1. Receive mobile notifications for payments requiring approval or a FX rate for settlement 2. Easily make phone calls to team members to confirm payments details. 3. Obtain foreign exhange rates for cross-currency payment settlement

In particular point one and two can help business owners save time and it will also reduce the risk of forgetting important payments.

2 Top five business banking apps: CIBC (CA) Link to video demonstration: bit.ly/1m7pWZ7

All accounts – option to set

favourite accounts for easier access

Account details Approve payments Approve payments – payment details

Real time foreign exchange - option

to trade

September 2014 – Page 8 © Mapa International Ltd

© Mapa International Ltd

3. Mapa insight series:

Reports schedule

2014

September 2014 – Page 9

Introduction to the reports: These eight reports (two per quarter) are aimed to cover key hot topics within the field of digital financial services. The reports have a global emphasis providing insight into the latest trends and developments. The reports aims to support investment decisions within the field providing an independent view. In addition they provide as an inspirational resource as well as it helps to increase your overall understanding and awareness of different topics.

3. Mobile banking – state of the market 2014 Three key questions to ask as part of the research 1. What is the current state of play? 2. What innovative ways have banks developed for mobile banking users in the last 12 months? 3. What are the key trends and what does the future hold? Three key points for the reader to take away: 1. Up-to-date view on developments within the mobile banking 2. Understand where developments take place and key trends 3. Insight into leading initiatives 4. The evolution of digital PFM – 4th edition Three key questions to ask as part of the research 1. What new digital PFM tools have been implemented in the last 12 months? 2. What have leading vendors accomplished over the last 12 months and where do they see the market going? 3. What are the key trends and what does the future hold? Three key points for the reader to take away: 1. Up-to-date view on developments within digital PFM 2. Understand where developments take place and key trends 3. Insight into leading initiatives

1. Cross channel experiences- state of the market 2014 Three key questions to ask as part of the research 1. To what extent are experiences aligned (look and feel, functionality, security and communication)? 2. What is the current state of play including key challenges? 3. What are the key trends and where are we moving? Three key points for the reader to take away: 1. Up-to-date view on the current state of play 2. Understand where developments take place and key trends 3. Insight into leading initiatives 2. Tablet banking report series – 6th edition Three key questions to ask as part of the research 1. What are the current tablet banking propositions 2. What are current browser experiences after login like? 3. Are banks utilising sales opportunities at hand? Three key points for the reader to take away: 1. Understanding of tablet banking propositions 2. A feel for current browser experiences after login 3. Identify to what extent banks have utilised the sales monetisation opportunity that comes with tablets

3 Mapa insight series: Reports schedule 2014

© Mapa International Ltd September 2014 – Page 10

5. Digital innovations: Selling within digital banking channels – 2nd edition Three key questions to ask as part of the research 1. How do banks utilise the different channels from a sales and marketing perspective? 2. How have approaches evolved over the last 12 months? 3. What are the key trends and what does the future hold? Three key points for the reader to take away: 1. Understanding of different techniques and approaches used 2. Get a feel for where the market is moving 3. Insight into leading initiatives 6. Digital innovations: Engaging and onboarding business banking customers – 2nd edition Three key questions to ask as part of the research 1. What are banks doing to segment their offerings and make them more relevant and appealing to customers/prospects? 2. What are banks doing to engage customers/prospects and by that draw them into the website? 3. How have techniques and approaches in relation to point 1-2 evolved over the last 12 months? Three key points for the reader to take away: 1. Understand how retail banks worldwide try to engage prospects in the digital space 2. A review of niche features available to business banking customers 3. Insight into how retail banks worldwide utilise the digital channels to generate new customers

7. Digital banking security report – 3rd edition 3 key questions to ask as part of the research 1. What innovative and different initiatives are currently available? 2. How will these initiatives affect the customer experience? 3. What are the key trends and what does the future hold? 3 key points for the reader to take away: 1. Up-to-date view on developments within the field 2. Understand where developments take place and key trends 3. Detailed insight into activity from banks worldwide 8. The evolution of point-of-sale mobile payment services – 3rd edition 3 key questions to ask as part of the research 1. What is the current state of play of the mobile payments market in relation to edition 1-2? 2. What new services have come to market (and being scrapped) in the last 12 months? 3. What are the key trends and what does the future hold? 3 key points for the reader to take away: 1. Up-to-date view on developments within the mobile payments sphere (point-of-sale only) 2. Understand where developments take place and key trends 3. Insight into a range of innovative and different initiatives

Mapa insight series: Reports schedule 2014 3

Next steps: If you are interested in finding out more about the reports including purchasing options please do get in touch with Niklas Olsson: niklas@maparesearch.com

© Mapa International Ltd September 2014 – Page 11

© Mapa International Ltd

4. About Mapa

September 2014 – Page 12

Mapa Research Clients

April 2014 – Page 13

© Mapa International Ltd

UK Nordic Asia Pacific Edward Chatham Niklas Olsson Mark Donohue edward@maparesearch.com niklas@maparesearch.com mark.donohue@maparesearch.com +44 (0)20 7566 3949 +46 (0)8 509 074 05

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