Presentation given by Melanie Woods, Digital Product Manager at UMB Bank.
Did you miss out on NF 2014? Then make sure to join us in San Diego for NetFinance Interactive: http://wbresear.ch/ht
'How do you convert the end user into using online channels instead of traditional channels?'
NetFinance 2014 Presentation: Driving Digital Adoption
1. Driving Digital Adoption. How Do You Convert The End User Into Using Online Channels Instead Of Traditional Channels?
Melanie Woods â Digital Product Manager
NetFinance - April 2014
UMB Bank
1
3. Driving Digital Adoption.
Background
Our brand promise, Count on moreÂź, underpins our every action.
Assets Under Management 41.4B
110 Branches across the Midwest
101 Years in business
3,498 Associates
Umb.com 3
5. Driving Digital Adoption.
Case Study â Business Objectives
Migrate customers from doing self-serve transactions in high cost channels (branch & call center) to low cost channels (online & mobile).
Create raving fans by making customers feel cared for by helping them grow, manage, and protect their money and time.
Educate Associates so that they feel confident directing customers to self- serve channels. 5
12. UMB Customer
âI would of not been able to figure this out on my own if it wasn't for her, thank you!â
12
13. UMB Customer
âI am new to UMB and I am very surprised that you all took the time to show me how to use my online banking and mobile banking, great customer service!!â
13
14. UMB Customer
âI live rather far away from banks and I was very pleased to be able to check my accounts at home :)â
14
15. UMB Customer
âShe was super nice and explained the whole website. She walked me through all my questions. The site does more than I thoughtâ
15
16. UMB Customer
âHe was wonderful and it was a great idea to help the UMB customer out on getting online bill pay set up.â
16
17. UMB Customer
âShe made it very easy for me to set up my online banking. I am not good with technology, seeing as I just now bought a computer...thank you so much for taking the time to help an old lady!â
17
18. UMB Customer
âGot a new smart phone and did not understand Mobile Banking - he helped me grasp this concept and answered al of my questionsâ
18
20. 22% vs. 81%
After Digital Genius Appt
Before
Driving Digital Adoption.
Case Study - Results
20
3 or more self-serve channels used by customers
Digital Adoption
27. Driving Digital Adoption.
Take-aways
27
Have a plan for driving sales before you drive customers out of the branch
Customers want help learning how to use digital
Align your budget â People and plans must align to digital if you want to move the needle
Invest in training - Associates must see and understand the value digital brings
Digital is an untapped sales funnel - look at how many times you touch a customer in branch vs. digital
28. 28
Q & A umb.com/digitalgenius @melaniewoods melanie.woods@umb.com
30. Safe Harbor Statement
This document may contain forward-looking statements of expected future developments. We wish to ensure such statements are accompanied by meaningful cautionary statements pursuant to the safe harbor established by the Private Securities Litigation Reform Act of 1995. Such forward-looking statements may refer to projections of future financial performance and financial items, plans and objectives of future operations, and other matters. The forward-looking statements reflect managementâs expectations and are based on currently available data; however, actual future results are subject to future events and uncertainties, which could materially affect actual performance and cause future results to differ materially from those referred to in the forward-looking statements. Such future events and uncertainties include, but are not limited t, changes in: loan demand, the ability of customers to repay loans, consumer saving habits, employee costs, pricing, interest rates, competition, legal or regulatory requirements or restrictions, U.S. or international economic or political conditions such as inflation or fluctuation in interest rates or in the values of securities traded in the equity markets. Any forward-looking statements should be read in conjunction with information about risks and uncertainties set forth in the companyâs Securities and Exchange Commission reports, including its annual report, Form 10-K for the year ended December 31, 2011 and the 8-K filing which includes the press release for the quarter ended March 31, 2012. Forward-looking statements speak only as of the date they are made, and the Company does not intend to review or revise any particular forward-looking statement in light of events that occur thereafter or to reflect the occurrence of unanticipated events.
30