CASE STUDY EMIRATES NBD FACEBANKING WITH A HUMAN TOUCH MARKET: UNITED ARAB EMIRATES IMPLEMENTATION TIME: 4 MONTHS ROLL-OUT:

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1 CASE STUDY EMIRATES NBD FACEBANKING WITH A HUMAN TOUCH MARKET: UNITED ARAB EMIRATES IMPLEMENTATION TIME: 4 MONTHS ROLL-OUT:

2 CHALLENGES SOLUTIONS VALUES Multiple branch visits and paperwork Face-to-face assistance 10 minute end-to-end loan application process Lengthy personal loan application processes Document exchange during video calls Lack of real time advisory Simulations to decide on loan details Moving from a transactional to a social experience, our new online platform truly delivers on Emirates NBD s promise of providing digital banking with a human touch. Be it a query on an account or a loan discussion, customers can chat with a Personal Banking Advisor from anywhere with the click of a button via FaceBanking. The Goals dashboard is innovative in its approach to helping customers High customer satisfaction manage their finances, and providing meaningful insights on their spending habits. Every new feature goes one step ahead in delivering a seamless, user-friendly banking experience and helping our customers fulfill their dreams, and live their life to the fullest. Suvo Sarkar Senior Executive Vice President & Group Head Retail Banking and Wealth Management Emirates NBD 02

3 EMIRATES NBD Emirates NBD is a leading banking Group in the region. As of 31st March 2018, total assets were AED Billion, (equivalent to approx. USD Billion). The Group has a significant retail banking franchise in the UAE and is a key participant in the global digital banking industry, with over 90 per cent of all financial transactions and requests conducted outside of its branches. The bank was declared the Most Innovative Financial Services Organization of the Year at the 2017 BAI Global Innovation Awards. The bank currently has a total of 228 branches and 1057 ATMs and SDMs in the UAE and overseas and a large social media following, being the only bank in the Middle East ranked among the top 20 in the Power 100 Social Media Rankings, compiled by The Financial Brand. It is a major player in the UAE corporate and retail banking arena and has strong Islamic Banking, Global Markets & Treasury, Investment Banking, Private Banking, Asset Management and Brokerage operations. The Group has operations in the UAE, Egypt, the Kingdom of Saudi Arabia, India, Singapore, the United Kingdom and representative offices in China and Indonesia. For more information, please visit: SCOPE OF COOPERATION Aligned with Emirates NBD s digital strategy, Ailleron s goal was to deploy the LiveBank system including the communication, collaboration, customization and other selected functionalities. FaceBanking is the first UAE service that offers Emirates NBD s customers instant video, audio and live chat with advisors via the revamped Online Banking platform as well as the Mobile Banking app. FaceBanking and the relaunched Online Banking platform are part of Emirates NBD s tech-plus-touch ethos which complements cutting-edge digital innovation with a human touch to offer customers an intuitive, customized and social banking experience. The initiative forms part of the banking group s AED 1 Billion commitment towards digitalization and multichannel transformation of its processes, products and services over the next three years. Suvo Sarkar Senior Executive Vice President & Group Head Retail Banking and Wealth Management Emirates NBD 03

4 FaceBanking is a significant addition to Emirates NBD s growing portfolio of digital banking innovations, all designed to create a customerfirst banking experience via seamless solutions that match customers lifestyles and needs. Suvo Sarkar Senior Executive Vice President & Group Head Retail Banking and Wealth Management Emirates NBD

5 BUSINESS GOALS & RESULTS ENHANCED CUSTOMER EXPERIENCE: 1.HIGH TECH MEETS HIGH TOUCH BUSINESS GOAL To provide an innovative, comprehensive and customer oriented communication channel aligned with Emirates NBD s philosophy of digitalized banking with a human touch. To enable face-to-face communication making customers feel as if they were being served in a physical branch. LIVEBANK S FEATURES THE SCOPE OF IMPLEMENTATION The virtual branch was implemented to enable everyone, not just tech-savvy users, to have easy interactions with the bank. Instead of traveling to a bank branch, customers can communicate with the bank remotely via video, audio or live chat using desktop or mobile devices. Such face-to-face chat offers an unparalleled experience to customers. FaceBanking is aligned to Emirates NBD s commitment of delivering a seamless, user-friendly banking experience helping customers improve the quality of their lives. Video, audio and live chat communication channels Recording of all sessions, storing and replaying Mobile app integration Single Sign On integration KEY RESULTS FACEBANKING Maintaining Emirates NBD s position as a regional leader in banking. 4 MONTHS The system was implemented and integrated within bank architecture in just 4 months. 05

6 BUSINESS GOALS & RESULTS INCREASE IN 2.LOAN SALE BUSINESS GOAL To increase the number of loan transactions by offering customers a quick and hassle free application process. LIVEBANK S FEATURES Secure transactions with authentication and authorization Routing skill/context-based and call queueing Dynamic commercials while waiting for the connection to be made Customizable offer with easy products adding THE SCOPE OF IMPLEMENTATION Lengthy processing times and the lack of immediate assistance negatively affect customers while applying for a loan. FaceBanking enables customers to instantly connect to a banking advisor via video, audio or text chat, using the bank s Online or Mobile banking platforms, whenever they need support, especially for product related queries and applications. During the call, the advisor can share simulations to help customers to decide on the ideal loan amount and payment plan while the required documents are exchanged and verified online in real time, without the need to submit physical paperwork. The customer can be authenticated with a single signature and the loan application authorized and disbursed during a single connection. 06

7 BUSINESS GOALS & RESULTS DIGITIZED PROCESSES 3.AND INTERACTIVE COLLABORATION BUSINESS GOAL Digitizing the loan process so that it can be easily and quickly processed by the bank advisor and finalized during a single call. LIVEBANK S FEATURES Set of features to effectively collaborate with customers CRM integration to support the digitized processes KEY RESULTS 10 MINUTE PROCESS TIME The loan process was shortened from an hour to 10 minutes. PRE-DESIGNED BUSINESS PROCESSES The LiveBank system guides the advisor step-by-step through the process flow and will support particular steps when necessary. THE SCOPE OF IMPLEMENTATION The loan process was completely digitized to increase convenience for both the bank and its customers. Both parties have access to a wide range of communications tools to make the call more efficient and finalize the transaction. Screen sharing to present the offer or interactive simulation Document exchange for required ID documents and approval of application for along with T&Cs, which are stored in the CRM Instant loan disbursement during the call in case customer has a pre-approved limit To offer the advisor a full view of the customer s details during the call, the system was integrated with the bank CRM. The CRM screen is embedded in the agent s application window, which enables easy access to a 360 customer view in addition to executing processes, such as granting the loan. Integration also enables the bank advisor to send or share forms or other documents directly from the CRM platform during the session. For example, a contract can be shared and reviewed together during the session and the customer may take a photo of the signed document and send it to the bank s CRM. 07

8 BUSINESS GOALS & RESULTS CUSTOMER 4.SATISFACTION BUSINESS GOAL To offer 24/7 access to bank offer and immediate agent assistance. LIVEBANK S FEATURES All communication channels: video, audio and text chat Routing conversation with the proper expert Satisfaction surveys after each session THE SCOPE OF IMPLEMENTATION FaceBanking is available 24/7 and offers customers the option of chatting with a bank representative, while Priority and Private Banking customers are also able to initiate a video call. Customers are guided step-by-step during a service request and appreciate the immediate and on demand support, as well as the availability of a range of communication touchpoints at their fingertips. After each session, the customer can complete a satisfaction survey on the interaction. KEY RESULTS 24/7 AVAILABILITY Bank consultants are constantly available in FaceBanking - virtual bank branch. NEW CUSTOMER EXPERIENCE A completely new digital banking experience, with convenient face-toface support from start to end. HIGH CUSTOMER SATISFACTION Surveys completed after each connection show great service satisfaction increase. 08

9 BUSINESS GOALS & RESULTS GREATER 5. REACH BUSINESS GOAL Enable the bank to service customers who cannot visit the bank branch. THE SCOPE OF IMPLEMENTATION FaceBanking allowed Emirates NBD to engage customers unable or unwilling to visit a branch due to health issues, a disability, language or other barriers. LIVEBANK S FEATURES Omnichannel bank service available on desktop and on mobile devices Integration with mobile and online banking KEY RESULTS CONVENIENCE AND EASY ACCESS No matter the reason of not visiting the branch, the easy access to the bank consultants via mobile device breaks all barriers. INCLUSION Access to bank services for those who speak foreign languages or for people with hearing disabilities by delivering text support. 09

10 1000+ Products and IT projects implementations 500+ An experienced team of the best IT experts 4 OFFICES IN POLAND HQ in Kraków, branches in Warsaw, Rzeszów and Bielsko BRANCHES Singapore, USA, Great Britain, Australia ABOUT AILLERON COMPANY OUR TECHNOLOGIES LiveBank is powered by Ailleron, a global fintech company building pioneering products for the banking, telecommunication and hospitality industries. Our flagship products provide smart digital communication channels and the newest technologies to our clients. In short, we give them digital wings. Our breakthrough technologies have been chosen by top banks such as: Citibank, Standard Chartered Bank, Commerzbank, Emirates NBD, Piraeus Bank, BZ WBK (Santander Group), mbank, ING, DNB Bank, Raiffeisen Bank, Credit Agricole or BGŻ BNP Paribas. CONTACT DETAILS info@livebank24.com powered by your digital wings Want to find out how virtual branch can work for you or see it in action? We ll be happy to share our experiences to show you how we ve deployed our platform in over 20 countries.