Congreso Dinero Móvil LATAM Adrián Chávez Batta Agosto 22, 2012
Datos relevantes - Dinero Móvil
Monetization Economía Móvil La evolución de la economía móvil está en un punto de inflexión Dispositivos Móviles son primordiales para las plataformas de comunicaciones y transacciones Mobile Commerce El Móvil reemplaza a la PC para necesidades bancarias, empezando temprano, en 1990 y acelerando hacia el 2000 Mobile Banking El Móvil reemplaza a la PC para compras productos y servicios Mobile Payments 1990 2000 2010 2020 3
LO QUE HACEMOS CON NUESTRO móvil ha Evolucionado Dramáticamente APLICACIONES COMPRAS PAGOS BANCA 10 Billones+ Applicaciones descargadas al día de hoy 400 Millones+ usuarios de mcommerce a nivel mundial el día de hoy Pagos Remotos digitales para productos y servicios hoy suman $167B en 2010, y se predice que aumentará hasta $633B para 2014 En Mercados desarrollados el 17% de la gente con cuenta bancaria utilizará banca móvil para el 2015 4
El Teléfono Móvil es una tienda portátil Provee información inmediata al cliente En temporada de compras y ofertas, que harías con tu teléfono móvil? 5
Lo que es posible hacer el día de hoy Buys rail pass on the way to the station, avoiding lines at ticket counter Orders lunch for the whole office and pays via mobile phone. Colleagues contribute phone to phone Gets a soda from a vending machine at the station Buys insured theater tickets for the following week, knowing money will be refunded in the event of illness Gets email invitation to visit friends out of state. Buys plane ticket on mobile phone Remembers anniversary. Orders gift via phone and has delivered to office Goes to meet a client and pays for parking using mobile phone Decides to take a cab to next meeting, but first buys cappuccino at m-payment coffee shop. Pays for cab with mobile phone Leaves meeting and looks up directions to nearest gas station Invites clients to dinner at m-payment enabled restaurant Fills car with gas on the way back to the office. Pays by phone Pays for client cab back to hotel with mobile phone 6
QUE ES POSIBLE HACER HOY? A day in the life Buys rail pass on the way to the station, avoiding lines at ticket counter Orders lunch for the whole office and pays via mobile phone. Colleagues contribute phone to phone Gets a soda from a vending machine at the station Buys insured theater tickets for the following week, knowing money will be refunded in the event of illness Gets email invitation to visit friends out of state. Buys plane ticket on mobile phone Remembers anniversary. Orders gift via phone and has delivered to office Goes to meet a client and pays for parking using mobile phone Decides to take a cab to next meeting, but first buys cappuccino at m-payment coffee shop. Pays for cab with mobile phone Leaves meeting and looks up directions to nearest gas station Invites clients to dinner at m-payment enabled restaurant Fills car with gas on the way back to the office. Pays by phone Pays for client cab back to hotel with mobile phone 7 Company 2011 SAP Confidential AG. All rights August reserved. 27, 2012 M1- (long) Public 7
MCOMMERCE AÑADE VALOR A TODO S LOS JUGADORES EN EL ECOSISTEMA PERO EXISTEN BARRERAS DE COOPERACION. Consumidores Bancos y Tarjetas de Credito Ahorra tiempo, es conveniente Elimina cargar efectivo Una sola interfaz para diferentes pagos Seguridad Programas de Lealtad Beneficios: Lealtad Alcanzar nuevos mercados Incrementa transacciones Reduce costos Ayuda a evitar fraude y compliance Construye lealtad y posicionamiento con el cliente Cooperación Comercios Ganan ingresos por: Procesamiento rápido Gasto incremental Cupones móviles Reducen la necesidad del efectivo Incrementa lealtad al comercio $ Adopción de Tecnología Economía Operadores Móviles Relación más estrecha con el cliente Ganan ingresos por la transaccionalidad Incrementar y aprovechar el uso de la red e infraestructura Los nuevos modelos de negocio requieren una descripción clara de los roles y responsabilidades 8 Company 2011 SAP Confidential AG. All rights August reserved. 27, 2012 M1- (long) Public 8
MCOMMERCE EVOLUCIONÓ Y SE EXPANDIÓ La Convergencia está ocurriendo a través de todo el espectro mientras los jugadores se mueven entre mobile banking y mobile marketing Mobile Commerce Mobile Financial Services Mobile CRM El camino de las IFs/Operadores El camino para el sector empresarial 9 Company 2011 SAP Confidential AG. All rights August reserved. 27, 2012 M1- (long) Public 9
SAP in Financial Services
SAP SOLUTIONS IN FINANCIAL SERVICES SAP Solutions in the Financial Services Industry Data Management Online Banking Mobile Messaging Mobile Commerce Powers over 50% of Wall Street trades Hundreds of Banking, Capital Markets and Insurance customers 70+ banks using Financial Fusion Banking Solution Web-based Consumer Banking solution Web-based Small Business Banking Solution Web-based Corporate Solution Global leader in SMS and MMS messaging 850+ operator connections; 300 2- way connections Enterprise-class global infrastructure and support Mobile banking multi channel: SMS, WAP, Client based Security-2 Factor Authentication Marketing Cross promotion Mobile Payments Mobile Remittances 11
SAP Líder en mcommerce mcommerce End-to- End Solution Customer Success mbanking mpayments mremittance Business Consulting Support for all Mobile Channels Integrated Mobile Marketing Embedded Business Intelligence Global Reach Interoperability Global Messaging Global Data Roaming 12
Technology Choices Functional Capabilities LA TRANSICIÓN Las 4 estaciones: Address the Mobile Channel The New Return: Cost savings from Mobile The New Growth: Innovative fee based services The New Value: Mobile Financial services Alerts, Notifications & Marketing push SMS Simple interactive mbanking Balance Statements Value add interactive mbanking Funds transfer Bill Pay 2FA Panic Pay mpayments Macro- Payments P2P Remittance NFC Top-Ups Messaging services Alerts Engine Silo platforms for SMS, WAP and Rich Client Unified platform mbanking Platform for quick launch of innovative services mcommerce Platform Mobile Wallet 1 2 3 4 13 Company 2011 SAP Confidential AG. All rights August reserved. 27, 2012 M1- (long) Public 13
Principio a Fin: La Necesidad de integrar una solución de mcommerce Evolución de los requerimientos mbanking mpayments and mtopup mremittance Account balances Transaction History Account details Card Management PIN Management Complaints Management Notifications/alerts to receive account activity or threshold alerts User preferences such as languages or limits Cost Savings Wallet management with multiple sources of funds TopUp of any prepaid phone directly or via vouchers Remote and proximity enabled purchases at any merchant acceptance point Money Transfer to known or unknown consumers Bill payments and Loans repayments New Services Manage a Friends-and- Family-Lists Buy a remittance voucher online, at an agent or in any retail location, Money transfer from an agent, a wallet or account Remittance to an agent, a wallet or into an account ATM cash-outs w/o a card Airtime Transfer across borders. New Value 14
LOW VALUE HIGH Estrategia de servicios de mcommerce Hacia dónde va el mercado y la estrategia? Increase Margins Increase Stickiness Multiple Revenue Channels SERVICE AND VALUE OVER TIME Multi-channel Integration with existing systems Transformative solutions mremittance mpayments Single channel Niche market Real Estate model Traditional SMS Bulk Msg Transport mtop-up mbanking SIMPLE SERVICE EVOLUTION RICH 15
MOBILISER Agents Web MOBILE IVR SERVER to create and manage mobile services for IVR IVR SMS BRAND MOBILISER to create and manage mobile services for SMS, USSD and Mobile Internet based on one content definition USSD WAP/ XHTML SMARTPHONE MOBILISER to create and manage rich user interfaces Smartphones and Mobile Internet services WAP/ Mobile@ Downl. Clients MOBILE STK SERVER to create and mana-ge mobile services for Sim- ToolKit (STK) appl STK POS ATM Mobile User Interfaces Mobile Banking Mobile Payments Mobile Money - MOBILISER PLATFORM - -INTERFACE MOBILISER Channel Connectors - DATA MOBILISER Business Intelligence EFT Channel Switching (per Bank or Central) Core Banking System 1 Card Issuing Systems MNO Charging Systems Credit Card Systems OTA Platforms 16
User Experience Canales soportados de cara al cliente final: mbanking 365 Simple SMS / Text / USSD Messaging commands (PAY BILL, BAL,STOP, etc.) Outbound Actionable Alerts (Overdraft, security, account event) Mobile Browser (aka WAP) SSL connectivity Optimized banking workflows Device detection and screen rendering, templates for simple screen, large screen, iphone, and Android. Java application & Android Secure application downloaded to the phone Manages phone provisioning and client updates iphone / ipad Application Retail functions Balance, Transfers, Bill Payments, Stop Payments Corporate functions Above plus Wire release, Positive Pay decisions, ACH decisions, Optimized IR Rich 17
Canal SMS Funcionalidades SMS Out of box commands supported: Localizar Cajeros Automáticos Saldos en Cuentas Registro al servicio Información de Producto Transferencia de Fondos? Tipo de Cambio From: SYBANK Description: Check Deposit Amount: $1,200.45 Balance: $6,200.45 Description: Harbor ATM Amount: ($200) Balance: $6,000.45 From: 82021 Description: Check Deposit Amount: $1,200.45 Balance: $6,200.45 Description: Harbour ATM Amount: ($200) Balance: $6,000.45 Pago de Servicios? Ayuda Bloqueo de la cuenta, Funcionalidades adicionales fácilmente integradas de acuerdo a la legislación y requerimientos del cliente 18
CITIBANK ASIA: SMS ALERTS FOR PULL AND PUSH INFORMATION Example: Consumers can manage alerts and pull information via SMS 19
CITIBANK US: INTELLIGENT SMS INTERFACE TO PROCESS NATURAL LANGUAGE REQUESTS Example: Consumers can send SMS with natural language envoking dynamic menus Customer requests a statement, without specifying which account. To: 82021 Statement please To: 82021 Please provide a value for statement account: 1. Checking 2. Savings 3. Credit Card 4. Line of Credit To: 82021 1 Two way question and answer conversation to ensure the customer gets the information he wants. From: 82021 Description: Check Deposit Amount: $1,200.45 Balance: $6,200.45 Description: Harbour ATM Amount: ($200) Balance: $6,000.45 20
mbanking en iphone - Retail Client Agrega funcionalidades gracias al ios como la búsqueda de ATM Añade el contacto directo con el banco por email o por teléfono Saldos, movimientos en línea Transferencias inmediatas Pagos de Servicios Comunicación con el cliente mediante mensajes Etc. 21
COMPASS BANK: FULL mbanking APPLICATION AS AN EXTENSION OF AN ebanking PLATFORM Example: Consumers can select between a standard and a premium mbanking Package Requirements Multi channel platform starting with SMS and evolving to WAP and Rich client solutions for Retail Banking channel Solution Chose Sybase mbanking 365 platform integrated to existing e banking platform Launched with SMS in 2008 generating over 5 SMS interactions per user per month WAP/Rich Client solutions are now being added without further backend integration 22
CIBC, CANADA: MOBILE INTERNET AND iphone BANKING NO. 1 APP IN CANADA Example: Consumers downloads Apps from itunes 23
mbanking en ipad- Corporate Client Login para equipos registrados Alertas y Mensajes Detalle de la cuenta en la pantalla principal Historial de transacciones Transferencias en tiempo real Ubicación de sucursales FAQ Funcionalidades del Corporate incluyen: ACH y Aprobaciones de transferencias Posiciones Intradays Conversión de tipos de cambio Etc. Aprovecha las ventajas del UI de la Tablet & funcionalidades de la aplicación 24
Cash 2 Mobile
Entrega y recolección de efectivo tradicional 6. Submit receivables + Cash 1. Dispatch 2. Deliver Goods 3. Collect cash 4. Sign receivables and hand cash 5. Hand cash over 7. Bank in physical Cash Problemas: Manejo de Efectivo y depósito por medio de Distribuidores manualmente y costoso Manejo de Efectivo genera Fraudes y robos. Acarreo físico del efectivo. Movimiento del efectivo no es en tiempo real Las Instituciones Financieras no están involucradas en el proceso sino hasta el finaldoes not get involved process till the final deposit into the bank by Distributors; not value-add by Banks 26
Cash2Mobile Cómo funciona? 7. Settlement and clearing handled in the backend Configure and Setup in C2M system Configure and Setup in C2M system 3. Request Authorization 6. Verify Onetime code 4. Send One-time Authorization Code 1. Dispatch 2. Deliver Goods 5. Provide One-time Authorization Code 27
Ejemplo John Doe Coca Cola driver Mike Home Small retail market owner John is a Coca Cola driver. He was recently trained on the company s new mobile payments system. The system allows him to request payment at the point of shipment. Prior to the story, Coca Cola provisioned his phone with the C2M application. He was trained on how to use it. He also learned how to access this system through a SMS mobile service or a dedicated application on his handheld. He is quite excited to use the new system. His phone number has been assigned to a identifier: 123456 Mike is running a corner shops. He has been buying from Coca Cola for a long time. He was told Coca Cola started a new mobile payment system that requests him to pay at the point of shipment rather than settling with cash. He is pretty nervous about the new system because he is not familiar with using his mobile phone for payments. Coca Cola said the only thing he needs to do is to set up his account on a dedicated web site once, and he ll be ready to use it. He has finished the account setup. He is ready and waiting for the first shipment with the new mobile payment system. Let s start!! John is driving his truck. He is arriving at Mike s retail market.
Settlement scenario Distributor(Driver) Step0 1. John delivered the goods. Distributor initiates payment thru mobile device Retailer authorizes the payment trough mobile Step1 2. He initiates the payment through his mobile phone using SMS communication, i.e. sending to shortcode: col 143 125 (143 is Retailer ID. Amount of transaction is 125 USD). Retailer Step2 >> Cash2Mobile backend process the transaction, and send Mike an SMS. 2. He receives to his mobile phone payment details and checks if the information is correct. Everything (amount and company name) is correct, so he proceeds to the next step. In the details, there is a system generated One-time Code. 3. He inform the One-time Code to John
Settlement scenario Distributor initiates payment thru mobile device Retailer authorizes the payment trough mobile Distributor(Driver) Screen 4-1 Received Message Thank s. The payment was successfully made. INVOICE #: 102938 AMOUNT: $10,000.98 NAME: ANDRZEJ SUPE Step3 4. He enter the One-time code to an SMS, i.e. sending to shortcode: code xxxxxxxx. Distributor (Driver) Retailer Feb/16/2009 11:55:31 AM Step5 John and Mike receive an SMS confirmation of settlement with the invoice number, merchant or retailer name, and amount.
CASE STUDIES: mpayments EMERGING MARKETS Mobile phones delivered safe and stable payments in countries that have highly developed mobile networks but lack widespread banking infrastructure. Maxis, Malaysia Mobikash, Kenya Leading Malaysian Operator Leveraging Mobiliser Technology as mobile service delivery platform for M-Payment Frontend Short Code Aggregation Campaigning Subscription Management Celcom, Malaysia Independent of Mobile Network Operators Linked to the Banks, MFI & SACCOs Remote Bank A/C Opening, Remote Bank Loan Application, payments Scratch Card Based Focus on SME Street Agents- anywhere, anytime, Dutch-Bangla Bank (DBBL) Largest Malaysian Mobile Network Operator Mobile Payment Proposition with USSD interface including TopUp, P2P, Remittance, Bill Payment Rolling out remittance solutions across the Axiata Group Increasing access to banking services in Bangladesh, where only 13% of the population have a bank account. DBBL is introducing mbanking in two stages 1. Services for the unbanked - cash-in/cash-out, P2P transfers, merchant payments 2. Services for the banked Full banking service, mtopup, intn l remittance, salary payment 31
MOBIKASH: USSD BASED PROPOSITION LEVERAGING AN AGENT BASE 32
ROYAL BANK OF CANADA: INTRODUCING STORED VALUES ACCOUNTS TO ENABLE P2P PAYMENTS Example: Subscribers can load funds into a stored value account from their credit card or bank account and withdraw funds into their bank account Depending on trx channel, amount and payment instrument, various authentication mechanisms can be customized, e.g. A trx < 10$ initiated via SMS does not require further authentication (MSISDN is verified) A trx < 10$ initiated online does require username/password authentication Any trx > 10$ does require callback authentication 33
THE MOBILISER PLATFORM OPEN SERVICE ORIENTED ARCHITECTURE Server Side Technologies Client Side Technologies Agents Web IVR SMS USSD WAP/ WAP/ Downl. STK POS ATM XHTML Mobile@ - BRAND MOBILISER - Mobile User Interfaces Clients BANKING MOBILISER PAYMENT MOBILISER TOPUP MOBILISER - MOBILISER PLATFORM - REMITTANCE MOBILISER - CARD MOBILISER Channel Connectors - DATA MOBILISER Business Intelligence EFT Channel Switching (per Bank or Central) Core Banking System 1 Card Issuing Systems... Credit Card Systems OTA Platforms 34
Gracias! Contact information: Adrián Chávez Batta Account Director - LatAm adrian.chavez@sybase.com +1 786 266 6448