2018 European Payment Processing Platform Customer Value Leadership Award

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1 2018 European Payment Processing Platform Customer Value Leadership Award 2018

2 Contents Background and Company Performance... 3 Industry Challenges... 3 Customer Impact and Business Impact... 4 Conclusion... 5 Significance of Customer Value Leadership... 6 Understanding Customer Value Leadership... 6 Key Benchmarking Criteria... 7 Best Practices Award Analysis for Form Decision Support Scorecard... 7 Customer Impact... 8 Business Impact... 8 Decision Support Matrix... 9 Best Practices Recognition: 10 Steps to Researching, Identifying, and Recognizing Best Practices The Intersection between 360-Degree Research and Best Practices Awards Research Methodology About Frost & Sullivan Frost & Sullivan We Accelerate Growth

3 Background and Company Performance Industry Challenges The financial services sector is facing a revolution, with digitalization having a profound impact across the entire ecosystem. Almost every financial service and process has been either totally or partially digitalized to cater for changing customer expectations in particular, to meet demand for convenient and intuitive real-time services. As a result, traditional players are harnessing cloud-based platforms in order to provide innovative and efficient services to both B2B and B2C customers. This is particularly true for the payment segment, where payment processing platforms are essential to perform digital payments. Banks are digitalizing their services; at the same time, new entrants are disrupting the existing banking system by providing digital-first experiences. While many of these players are pure digital players, others are coming from adjacent industries: for example, telecommunications in the case of Orange Bank and retail for Carrefour Bank and its C-zam offering. Additionally, regulation is also positively impacting the ecosystem with the PSD2 (Payment Service Directive version 2) directive driven by the European commission and the EBA (European Banking Authorities) due to come into force in This has already forced traditional players to allow access to their systems and data through to APIs (Application Programming Interfaces). We are now truly entering the era of open banking. Finally, new players are entering the financial ecosystem to provide banking services without any physical branches and leveraging cloud-based platforms. These disruptive players are called neo banks. Neo banks claim to be completely new, being digital-only and providing an entirely new customer experience. The digital revolution is taking place for the front office. Traditional players now have the option to subcontract part of their back office activities to Fintech players. On the other hand, neo banks are following this trend in order to focus and optimize the customer experience. Most neo banks are subcontracting regulation and payment processing to pure digital players. Thanks to this major trend, Regtech companies and payment processor platform providers could directly benefit. In recent years, traditional players have made slow progress with regards to moving banking services onto mobile, cloud-based or digital platforms. While regulation and standardization have impacted the traditional players more than the emerging providers to date, the road to 100% digital banking is a long one. However, thanks to neo banks, the revolution is gathering pace. Frost & Sullivan We Accelerate Growth

4 Customer Impact and Business Impact Price/Performance Value Form3 s full payments as a service processing solution is built on a cloud-based platform. This approach facilitates customization for clients and creates a scalable set of services perfectly aligned with day-to-day business operations and specific payment requirements/constraints. Form3 has opted for a pay-per-transaction business model to facilitate provisioning and avoid big upfront costs. This is an innovative pricing strategy in the payment processing platform ecosystem, which allows Form3 to align pricing to requested performance levels. It also facilitates the integration of new players such as neo banks that are subcontracting this activity to Form3. Indeed, these banks can focus on their major activity (customer experience and satisfaction) with minimal investments that will limit financial impact. Customer Purchase Experience Form3 has developed a modular and configurable structure to better fit customer needs. The company is able to provide an end-to-end payments-as-a-service solution for financial institutions. As a result, Form3 has developed a comprehensive offer based on a Payments as a Service approach to address regulated financial institutions including incumbent banks, non-bank financial institutions and Fintechs. Furthermore, Form3 facilitates easy access to the entire payment ecosystem: Faster Payment Services (FPS), Bankers Automated Clearing Services (Bacs), Clearing House Automated Payment System (CHAPS), Single Euro Payments Area (SEPA) and Society for Worldwide Inter-Bank Financial Telecommunications (SWIFT). Customer Service Experience Form3 s product strategy is built around the simplicity of migrating customers to its platform. The company provides a real-time processing platform that is available 24x7x365. Furthermore, Form3 has developed a platform that is ideally designed for volume processing. The firm s solution is highly resilient, and is delivered at high speed with high availability. Integration is extremely easy, with a simple API used to connect to existing cloud-based services. Form3 s main objective is to reduce complexity and help companies to harness this opportunity to find new business areas. The company partners with multiple settlement banks to deliver agency banking services and leverages optimized algorithms to accelerate processing, enhance performance and decrease costs. Brand Equity Form3 is recognized as a trusted partner for payment processing; it is commonly mentioned by key market participants that need to subcontract elements of their business such as payment processing to better focus on their core activities. Its flexible approach, Frost & Sullivan We Accelerate Growth

5 coupled with an optimized pricing structure (pay as you use), creates strong confidence in the brand. Form3 can support different areas of the payment ecosystem, including payment processing, clearing and settlement services. As a result the company is seen as an innovative company that facilitates the migration from complex legacy banking and payments systems to a more flexible and scalable cloud-based infrastructure. Customer Acquisition Form3 has optimized entry costs to minimize required initial investments for its clients. A single integration to the cloud-based platform is needed, allowing Form3 to minimize upfront costs. Furthermore, Form3 s vision is to open its micro-services platform to customers for co-creation of capability across markets to increase reuse and avoid potential issues that are commonplace with on premise platforms. The firm is developing micro services to make the cloud-based platform as scalable as possible thanks to a cutting edge architecture that facilitates growth of future applications and services. Growth Potential Payments are becoming a commodity, and the era of digital payments is already well underway. Form3 is well placed to answer new market demands (instant payment, sanction screening and easier access SWIFT) and the changing regulatory environment (e.g. PSD2, GDPR, AML and KYC). Form3 manages regulatory change by directly leveraging its cloud-based platform and delivering managed services in compliance with local constraints when needed. The company has opted for a strategy based on two major values: pure and simple. Form3 anticipates that future customers will request full transparency (in terms of both cost and technologies) and simplicity to be integrated into a complex existing infrastructure. This approach, coupled with a continued focus on quality, will position Form3 as a key player in the future payment processing platform ecosystem. Conclusion Form3 is a unique player within the payment processing platform ecosystem. It offers a cloud-based platform that is easy to integrate and to configure to comply with changing regulation. Furthermore, Form3 has built a scalable and cost-efficient solution that meets the changing needs of the financial services industry. The company s growth potential is massive, as the payment industry is facing a revolution with the emergence of new entrants such as neo banks. With its strong overall performance, Form3 has earned Frost & Sullivan s 2018 Customer Value Leadership Award. Frost & Sullivan We Accelerate Growth

6 Significance of Customer Value Leadership Ultimately, growth in any organization depends upon customers purchasing from a company and then making the decision to return time and again. Delighting customers is, therefore, the cornerstone of any successful growth strategy. To achieve these dual goals (growth and customer delight), an organization must be best-in-class in three key areas: understanding demand, nurturing the brand, and differentiating from the competition. Understanding Customer Value Leadership Customer Value Leadership is defined and measured by two macro-level categories: Customer Impact and Business Impact. These two sides work together to make customers feel valued and confident in their products quality and long shelf life. This dual satisfaction translates into repeat purchases and a high lifetime of customer value. Frost & Sullivan We Accelerate Growth

7 Key Benchmarking Criteria For the Customer Value Leadership Award, Frost & Sullivan analysts independently evaluated two key factors Customer Impact and Business Impact according to the criteria identified below. Customer Impact Criterion 1: Price/Performance Value Criterion 2: Customer Purchase Experience Criterion 3: Customer Ownership Experience Criterion 4: Customer Service Experience Criterion 5: Brand Equity Business Impact Criterion 1: Financial Performance Criterion 2: Customer Acquisition Criterion 3: Operational Efficiency Criterion 4: Growth Potential Criterion 5: Human Capital Best Practices Award Analysis for Form3 Decision Support Scorecard To support its evaluation of best practices across multiple business performance categories, Frost & Sullivan employs a customized Decision Support Scorecard. This tool allows our research and consulting teams to objectively analyze performance, according to the key benchmarking criteria listed in the previous section, and to assign ratings on that basis. The tool follows a 10-point scale that allows for nuances in performance evaluation. Ratings guidelines are illustrated below. RATINGS GUIDELINES The Decision Support Scorecard is organized by Customer Impact and Business Impact (i.e., These are the overarching categories for all 10 benchmarking criteria; the definitions for each criterion are provided beneath the scorecard.). The research team confirms the veracity of this weighted scorecard through sensitivity analysis, which confirms that small changes to the ratings for a specific criterion do not lead to a significant change in the overall relative rankings of the companies. Frost & Sullivan We Accelerate Growth

8 The results of this analysis are shown below. To remain unbiased and to protect the interests of all organizations reviewed, we have chosen to refer to the other key participants as Competitor 2 and Competitor 3. Measurement of 1 10 (1 = poor; 10 = excellent) Customer Value Leadership Customer Impact Business Impact Average Rating Form Competitor Competitor Customer Impact Criterion 1: Price/Performance Value Requirement: Products or services offer the best value for the price, compared to similar offerings in the market. Criterion 2: Customer Purchase Experience Requirement: Customers feel they are buying the most optimal solution that addresses both their unique needs and their unique constraints. Criterion 3: Customer Ownership Experience Requirement: Customers are proud to own the company s product or service and have a positive experience throughout the life of the product or service. Criterion 4: Customer Service Experience Requirement: Customer service is accessible, fast, stress-free, and of high quality. Criterion 5: Brand Equity Requirement: Customers have a positive view of the brand and exhibit high brand loyalty. Business Impact Criterion 1: Financial Performance Requirement: Overall financial performance is strong in terms of revenues, revenue growth, operating margin, and other key financial metrics. Criterion 2: Customer Acquisition Requirement: Customer-facing processes support the efficient and consistent acquisition of new customers, even as it enhances retention of current customers. Criterion 3: Operational Efficiency Requirement: Staff is able to perform assigned tasks productively, quickly, and to a high quality standard. Frost & Sullivan We Accelerate Growth

9 Criterion 4: Growth Potential Requirements: Customer focus strengthens brand, reinforces customer loyalty, and enhances growth potential. Criterion 5: Human Capital Requirement: Company culture is characterized by a strong commitment to quality and customers, which in turn enhances employee morale and retention. Decision Support Matrix Once all companies have been evaluated according to the Decision Support Scorecard, analysts then position the candidates on the matrix shown below, enabling them to visualize which companies are truly breakthrough and which ones are not yet operating at best-in-class levels. High Form3 Competitor 2 Competitor 3 Business Impact Low Low Customer Impact High Frost & Sullivan We Accelerate Growth

10 Best Practices Recognition: 10 Steps to Researching, Identifying, and Recognizing Best Practices Frost & Sullivan analysts follow a 10-step process to evaluate Award candidates and assess their fit with select best practice criteria. The reputation and integrity of the Awards are based on close adherence to this process. STEP OBJECTIVE KEY ACTIVITIES OUTPUT 1 Monitor, target, and screen Identify Award recipient candidates from around the globe Conduct in-depth industry research Identify emerging sectors Scan multiple geographies Pipeline of candidates who potentially meet all bestpractice criteria 2 Perform 360-degree research Perform comprehensive, 360-degree research on all candidates in the pipeline Interview thought leaders and industry practitioners Assess candidates fit with best-practice criteria Rank all candidates Matrix positioning of all candidates performance relative to one another 3 Invite thought leadership in best practices Perform in-depth examination of all candidates Confirm best-practice criteria Examine eligibility of all candidates Identify any information gaps Detailed profiles of all ranked candidates 4 Initiate research director review Conduct an unbiased evaluation of all candidate profiles Brainstorm ranking options Invite multiple perspectives on candidates performance Update candidate profiles Final prioritization of all eligible candidates and companion best-practice positioning paper 5 Assemble panel of industry experts Present findings to an expert panel of industry thought leaders Share findings Strengthen cases for candidate eligibility Prioritize candidates Refined list of prioritized Award candidates 6 Conduct global industry review Build consensus on Award candidates eligibility Hold global team meeting to review all candidates Pressure-test fit with criteria Confirm inclusion of all eligible candidates Final list of eligible Award candidates, representing success stories worldwide 7 Perform quality check Develop official Award consideration materials Perform final performance benchmarking activities Write nominations Perform quality review High-quality, accurate, and creative presentation of nominees successes 8 Reconnect with panel of industry experts Finalize the selection of the best-practice Award recipient Review analysis with panel Build consensus Select recipient Decision on which company performs best against all best-practice criteria 9 Communicate recognition Inform Award recipient of Award recognition Present Award to the CEO Inspire the organization for continued success Celebrate the recipient s performance Announcement of Award and plan for how recipient can use the Award to enhance the brand 10 Take strategic action Upon licensing, company is able to share Award news with stakeholders and customers Coordinate media outreach Design a marketing plan Assess Award s role in future strategic planning Widespread awareness of recipient s Award status among investors, media personnel, and employees Frost & Sullivan We Accelerate Growth

11 The Intersection between 360-Degree Research and Best Practices Awards Research Methodology Frost & Sullivan s 360-degree research 360-DEGREE RESEARCH: SEEING ORDER IN methodology represents the analytical THE CHAOS rigor of our research process. It offers a 360-degree-view of industry challenges, trends, and issues by integrating all 7 of Frost & Sullivan's research methodologies. Too often companies make important growth decisions based on a narrow understanding of their environment, leading to errors of both omission and commission. Successful growth strategies are founded on a thorough understanding of market, technical, economic, financial, customer, best practices, and demographic analyses. The integration of these research disciplines into the 360- degree research methodology provides an evaluation platform for benchmarking industry participants and for identifying those performing at best-in-class levels. About Frost & Sullivan Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best practice models to drive the generation, evaluation and implementation of powerful growth strategies. Frost & Sullivan leverages more than 50 years of experience in partnering with Global 1000 companies, emerging businesses, and the investment community from 45 offices on six continents. To join our Growth Partnership, please visit Frost & Sullivan We Accelerate Growth