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Delivery channel strategy for SME:s

Delivery channel strategy for SME:s. Björn Kimby, Head of e-Banking SME (SEB, Stockholm, Sweden). The SEB Group - the International network. SEB has approximately 100,000 corporate customers in Sweden. Electronic banking in SEB. 1997 SEBScreen Win. 1999 Tiger+ Cyber Lynx.

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Delivery channel strategy for SME:s

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  1. Delivery channel strategy for SME:s Björn Kimby, Head of e-Banking SME (SEB, Stockholm, Sweden)

  2. The SEB Group- the International network SEB has approximately 100,000 corporate customers in Sweden

  3. Electronic banking in SEB 1997 SEBScreen Win 1999 Tiger+Cyber Lynx 1998 SEBScreen Win 32 1979SEBRA 1999 Trading Station 1998 ForecastWin Technology 1983 NettingMainframe 1999 ForecastTCP/IP 1998 NettingWin 1989 SEBScreen DOS 1999 NettingTCP/IP Internet for SME:S 1997 1991 PC NettingDOS Internet Mainframe DOS Windows 1995 2000 1990 1996 NorwegianFunctionality CountryFunctionality 1995 FinishFunctionality 1991 AmericanFunctionality 1998 EuroFunctionality 1994 SwedishFunctionality 1989 GermanFunctionality 1993 EnglishFunctionality 1989 InternationalPayments

  4. 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

  5. Internet • Introduced for SME:s in 1997 • Easy to sell • 50.000 customers • 50 % penetration35 % use Internet only Branches Internet

  6. 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

  7. FX-transactions via the Internet -

  8. Call-center Branches Call-center • Add a call-center to the SME-offering and maximize business opportunities Internet

  9. The Call-center First line Basic business support Second line Internet support Business support Business execution Outbound sales Third Line Advanced business support

  10. Database marketing Customer data base Tools for analysis Selecting target group Selecting product Selecting channel/channels Implementation Feed-back Response

  11. 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 The customer

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