Delivery channel strategy for SME:s Björn Kimby, Head of e-Banking SME (SEB, Stockholm, Sweden)
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Transcript of Delivery channel strategy for SME:s Björn Kimby, Head of e-Banking SME (SEB, Stockholm, Sweden)
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Delivery channel strategy for
SME:s
Björn Kimby, Head of e-Banking SME (SEB, Stockholm, Sweden)
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SEB has approximately 100,000 corporate customers in Sweden
The SEB Group- the International network
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Electronic banking in SEB
1990 1995 2000
1979 SEBRA
1983 NettingMainframe
1989 SEBScreen DOS
1991 AmericanFunctionality
1993 EnglishFunctionality
1994 SwedishFunctionality
1995 FinishFunctionality
1991 PC NettingDOS
1996 NorwegianFunctionality
1989 GermanFunctionality
1989 InternationalPayments
1997 SEBScreen Win
1998 NettingWin
1998 ForecastWin
1998 SEBScreen Win 32
1998 EuroFunctionality
1999 NettingTCP/IP
1999 ForecastTCP/IP
1999 Trading Station
1999 Tiger+Cyber Lynx
Mainframe DOS Windows Internet
Technology
CountryFunctionality
Internet for SME:S
1997
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Branches
• Many customers - focus on the largest SME:s
• Large volumes of manual transactions generated high costs
• Implementation of back-office
• Difficult to sell advanced electronic banking services
Branches
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Internet
Branches
Internet
• Introduced for SME:s in 1997
• Easy to sell
• 50.000 customers
• 50 % penetration35 % use Internet only
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Internet - Success Factors
• Internal and external marketing
• Customer support• User friendly• Products and functions
with high usage
Number of SME:s using the Internet service
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FX-transactions via the Internet -
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Branches
Internet
Call-center
• Add a call-center to the SME-offering and maximize business opportunities
Call-center
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The Call-center
First line
Second line
Third Line
Basic business support
Internet supportBusiness support
Business executionOutbound sales
Advanced business support
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Database marketing
Customer data base
Tools for analysis
Selecting target group Selecting product
Selecting channel/channels
Implementation
Response
Feed-back
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Summary• Implementing an Internet channel can
improve your SME-business by reducing transaction costs and facilitating an income-generating strategy
• Integrating your Internet channel with a
call-center can improve your SME-business by finding and taking care of more business oppurtunities and selling products that you can’t sell via the Internet.
• Implementing Database marketing can improve your SME-business by increasing your communication in a
cost-effective way
Thecustomer