VII. ORGANISATION AND INFRASTRUCTURE DEVELOPMENT AT ING BANK ŚLĄSKI S.A GROUP IN 2015
2. Development of electronic distribution channels
Online banking
The Bank is running the process of replacing the online banking system with a new one – Moje ING, where it deploys new generation tools to increase customer satisfaction. The purpose of the Bank is to move the relations with the client to the next league – from processing payments and offering products to satisfying customer individual needs.
In November 2015, all individual clients got access to the new online and mobile banking system Moje ING, in the Polish and English language versions. By the end of 2015, 335 thousand clients used the system. Along with the launch of the new system, the Bank completed the pilot programme that had started back in December 2014 in which 11 thousand clients and employees took part.
The new system Moje ING has most of the features that clients find the most relevant. The works on the system were substantiated by the studies with clients (over 650 hours). The following features were made available:
upgraded module for transfers – unification of the manner of making different transfers together with an additional intuitive search engine allowing the user to quickly track down historical transactions and find elements that match the expression input when he was filling in a transfer form,
transaction history showing the balance after each transaction,
the balance figure and information on products,
intuitive transition into the new system thanks to easy switching between the new and existing system, and
practical introduction that welcomes the users after logging into the new system and launching new features.Among the implemented system features there are also such that help clients to manage their home budgets, remind them about any upcoming payments and motivate them to act (budget, savings objectives, planned transactions and orders). The components of the tool assisting client’s finance management (Financemeter) were integrated with other elements of the system.
The Bank designed and made available to clients the demo version of the Moje ING system in Polish and in English that helps users to become familiar with specific features via the virtual assistant. That version can be accessed by all clients via the internet site, also from all the internet spots at branches.
Moje ING is a complete system, not only in terms of its visual part that is seen by clients, but also in terms of the Bank IT systems. The system was developed under the Responsive Web Design (RWD) owing to which clients can see “the same” system regardless of the device they use (a PC, smartphone or tablet); that enables them to perform the same operations with equal easiness anytime and anywhere.
The most important changes to online banking include:
changes and new functionalities connected with the implementation of a new internet banking system Moje ING (e.g. convenient switch between the two systems), and
changes to raise the transactional system security level under the Fighting Cyber Crime project. Mobile bankingIn 2015, there was also a number of initiatives to enhance the features of mobile applications available for smartphones ING BankMobile and for tablets ING BankMobile HD, such as:
logging into the application using one’s fingerprint (Touch ID) – the features made available to the users of 5S and next versions of iPhones,
adding new sections dedicated to:
investment products – enables the client to view their investment assets,
loyalty programme You Buy You Win (Bankujesz-zyskujesz) – which enables the users to check the number of points scored and move from the application directly to the service website to make their purchase,
implementing new features:
push notification – messages with information on balance changes in the user’s account are displayed directly on the smartphone screen. They keep the users updated on their finance,
BLIK – it enables the users to pay for shopping or withdraw money from ATMs via mobile phone using BLIK codes generated in the application. Further, users can search for BLIK spots on the map, that is places where one can pay using codes,
phone transfer – users can transfer funds to any bank in Poland without knowing the beneficiary account number; all it takes is to enter the phone number or retrieve it from the mobile directory. The phone transfer feature was upgraded in November – ING Bank Śląski S.A. as one of the first banks launched instant phone transfers between accounts in different banks that are part of the BLIK system,
Split your expenses – users can easily square their bill with friends. Users just enter the amount of expenses and choose people from their mobile directory who will receive an e-mail or a text message with the amount and account number for the transfer,
launching the English version of the application,
adding details of debit cards (e.g. sum of transactions in a current month) – users can change PIN for a card, activate or stoplist the card.In 2015, also the application designed for corporate clients was being developed. In January, clients using ING BusinessMobile system were provided with the new document scanning module. With the new solution, clients can take photos of documents which they later upload to the ING BusinessOnLine system where they can easily attach the same to their applications sent to the Bank. The solution is to streamline the flow of documents between clients and the Bank and eliminate the paper ones collected from the former.
At the beginning of June 2015, ING Bank Śląski S.A. launched a new ING Business mobile application version for corporate clients. It is transparent, universal and it supports customisation of settings. The new version was rolled out to respond to the changing client habits and expectations. Interestingly, back in 2013 ING Bank Śląski S.A. was the first bank in the Polish market to launch a mobile application for businesses.
In Q3 2015, ING Bank Śląski S.A. was the first bank in Poland to launch the dedicated Apple Watch application. Apple Watch-compatible ING Business application can be used by all corporate clients. The application features the items of information most frequently sought by clients when logging into the system through the mobile banking service. The account balance percentage index enables clients to check their corporate account balance at one glance. Clients can also view the current number of pending transfers to be signed or sent. Bank’s bid and offer rates for selected currencies are also at hand. Individual elements like the default account or the currency pair can be changed in the application settings. All items of information are available on the spot as the so-called Glances and data can be refreshed using the Force Touch technology.
Bank’s efforts to deliver top-notch mobile banking service were rewarded with the Golden Bell statuette in the 2014 Mobile Bank of the Year category. The award was bestowed during the Mobility Trends 2014 Gala, wrapping up the market novelties which were most popular with consumers in 2014.
As at the end of 2015, over 3 million clients used the electronic banking systems of ING Bank Śląski S.A. By the end of 2015, ING BankMobile for smartphones and ING BankMobile HD for tablets were downloaded 1.2 million times. They are actively used by 700 thousand clients.
Number of clients36 of electronic banking systems at ING Bank Śląski S.A.
31.12.15 31.12.14 31.12.13 31.12.12 31.12.11 31.12.10 31.12.09
ING BankOnLine, ING BusinessOnLine 3,178,500 2,846,079 2,575,708 2,350,269 2,115,325 1,879,525 1,559,504 HaloŚląski 2,083,323 1,819,028 1,605,063 1,433,433 1,285,261 1,072,099 786,008
ING BankMobile* 1,231,376 764,457 364,867 123,269
ING Business 9,541 6,703 3,712
36 The number of clients does not correspond to the number of users, one client can have a few users in a given system.
Bank mobile applications – ING BankMobile and ING BankMobile HD – are used more and more often by clients to make day-to-day transactions. In December 2015, 9.5 million logins were recorded (versus 5.7 million in December 2014).
Number of logins to mobile applications
ING BankMobile and ING BankMobile HD