Online Banking for SMEs. CEE Region 2020

Online Banking
for SMEs
Annual
Study
Report
SME Banking Club, October 2020

Online Banking for SMEs - CEE 2019
About the Study
2
• An annual SME Banking Club Review on
the functionality of Online Banking
systems for SME customers
(entrepreneurs and companies)
provided by banks in the CEE region
• Analyzed countries: Poland, Romania,
Bulgaria, Hungary, Czech Rep, Slovakia,
Serbia, Turkey
• Period of analysis: Aug - Oct 2020
• The study includes a description of the
main trends in online banking channels
and a detailed analysis of all main
functionalities.

About the Study
3
Banks described in the Study

Methodology
4
Scope:
34 Online
Banking
Systems
Analysis of 29 banks in
the CEE region who
work with SMEs
(from the following
countries: Poland,
Romania, Bulgaria,
Hungary, Serbia, Czech
Republic, Slovakia,
Turkey)
Only online
Only online banking
functionality is
covered
90 parameters
Analysis and
comparison was
carried out within 100
parameters
Separately
Online banking for
entrepreneurs and
Online banking for
companies was
analyzed separately
No UX-audit
A UX-audit
was not done

Online Banking for SMEs - CEE 2019 5
Data collection:
• Direct and demo access to Online Banking systems
• Desk study: collection of publicly available information (manuals, instructions, videos on bank
websites)
• Interview with specialists of banks responsible for online banking, calls to bank call centers
Results:
Methodology
Table
90 Online Banking
parameters from 29 banks
1 Table
PDF-
document with Study
results
1 Study

Excel table with 90 Online Banking parameters from 29 banks
Functionality analysis of 29 banks
6Online Banking for SMEs - CEE 2020

Some figures & targets for servicing SMEs digitally
in the CEE region
1. Remote end-to-end processes for:
• Customer acquisition
• Lending
• e-banking campaigns
2. VAS implementation
Some targets for the SME segment
from Digital Banking strategies in
the region
• According to 2Q 2020 results customer
acquisition via remote channels increased by
up to 50%
• ING Bank Śląski (Poland): 50% of companies
opened business account in remote channels
during the lockdown period
• Santander Bank Polska (Poland): halted sales
campaigns that required customers to visit
branches during the lockdown period
Some Benchmarks in the region

Key trends in Online Banking CEE region
8
Online Customer Onboarding
Customized dashboards
All bank products available in digital channels
Development of Ecosystems (One Entry point)
Integration of VAS services, incl. integration of e-shops &
payment gates
Accounts Aggregation

Trends map in Online Banking for SMEs
9
Must-have Advantage
Beginning of
implementation
Experiments Perspective Area
Implemented by 70%+ of
analyzed banks
Noticeably distinguishes service
compared to other
Implemented by fewer than
30% of analyzed banks
Implemented by fewer
than 10%
Not implemented
in the region
–
• Accounts Balances
Overview, History,
Statements
• Payments in LCY
• Payments in FCY
• Payment templates
• Opening of deposit
• Card limits & History
• FX Module
• Opening of business account in
FCY
• Possibility to set Main
Dashboard
• Online chat, Video & Audio calls
• Online applications for other
main products (cards, cash
withdrawal at the branch, POS)
• Online opening of
business account
• Online Loan Applications
• Signing of the loan
agreement via Online
banking
• Full credit cycle
available online
(from application till
loan administration)
• Pre-approved offers
• Integrated POS
module
– Availability of
main services/
scenarios for
customers
online
– – • Integrated E-invoicing
• Integrated Online
Accounting
• Business registration via
bank website
• Integrated E-commerce
platforms
• Open API
• Integrated BFM
module
• Marketplace/
Platform
Banking
• Integrated
loyalty
programs
Business
Support/
Beyond Banking
Services
• SMS Authorization
• User has the option of
choosing authorization
method
• Mobile Authorization of
payments
• Omni-channel approach
• Online Customer
Onboarding
• Customer
Identification with
a selfie
• Behavioral
biometrics for
sign in
KYC, Payment
Authorization

with automatic opening
of the business account
Key trends in the CEE market
Business registration via bank website
5 banks (4 in Poland, 1 in CZ):
• mBank • PKO BP •ING Bank Śląski • Santander • Moneta CZ

ING Business
(Online Banking for SME/MC)
➢ ING Bank Śląski in Poland in
July 2020, launched a new,
remote identification of the
customer's identity based on
biometrics. Thanks to it,
companies can open a
business account 100%
remotely, without the need to
contact RM or visit a branch.
➢ This is the first account on the
CEE market that can be
opened with a selfie for
companies with full
accounting.
Business account with a selfie

• Paperless • 5 min to complete
form/1 h waiting time
• Agreement
signed online
12
4321
9
Client fills-in
the online form
Creating user account
and sending information
to the client
Client logs-in
to Business system
to sign the agreement
Activation
of accounts
Online Customer Onboarding

Business account with a selfie
13
ING Business
(Online Banking for SME/MC)
Best Features Onboarding

Confirmation of
customer
identity with
biometrics
Best Features ING Business
(Online Banking for SME/MC)Onboarding
Scan the ID from both
sides in ING Business
Mobile App
Scan the face & Send
data for verification
Enter SMS sent at
customer’s phone
When “Data processing
successful” message
appears on the screen,
press “Complete”

ID verification
status
Best Features ING Business
(Online Banking for SME/MC)Onboarding
ID verification status customer sees in the
Online Banking system.
When verified – customer receives an e-mail
notification
Signed
documents

Poland:
ING Bank Slaski aggregated accounts from 7 banks in the app for
PI & PE (Moje ING):
• access to account balance
• account history,
based on the Account Information Service
AIS (PSD2).
Not available at the moment:
• Transactions
• Statement downloads
• Downloads of proof of the transaction
Moje ING
(Online Banking for PE)
Account Aggregation

Development of Ecosystems for SME customers

BFM Module
Integration of VAS Services

How banks help their SME customers
Poland:
• ING Bank Śląski launched a campaign „Keep doing
business” offering to start sale online without any costs
(3M free e-shop + payment gate + Twisto (buy now-pay
later solution)
Supported by webinars for the customers and series of
commercials

How banks help their SME customers
Poland:
• mBank launched a campaign „Move your business
to online” offering to start sale online (launching e-
shop for 1 PLN + free payment gate + advertisement
(50% discount for marketing package))
Supported by series of commercials
• Additionally they launched competition
(applications till July 22) called “Digital Revolution”
with the main prize of 100k PLN to start and
advertise online business, and additional prizes with
10k PLN and mentors’ support.

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Established in 2010
Professional focus on financial services for micro, small and
medium enterprises
Regional focus on Central & Eastern Europe, CIS and the Caucasus
Members include commercial banks; business partners – international
financial institutions, IT providers, consultant companies

www.smebanking.club www.smebanking.events
WHAT WE DO
STUDY REPORTSNEWS AND MAGAZINEANALYTICS CONFERENCES

REQUEST FULL STUDY
Olena Gryniuk
Regional Director
CEE countries
+48733404985
cee@smebanking.club

Online Banking for SMEs. CEE Region 2020

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