Introducing a new multi channel banking concept.

The answer of Banking is Fun to the requirements and the voice of the customer is to use knowledge based software systems to design and maintain the bank. Therefore we can learn, listen and react on the newest requirements of clients, suppliers and government. The processes are designed to give excellence service to the customers. Good financial conditions are possible because of the relative low costs on developing and maintain the IT side of the bank.

The strategy of Banking is Fun has is that customers are loyal when a unique customer experience is offered. Research proves that customer intimacy or advocacy is key to the buying behaviour of customers on the long term: know what the customer wants and needs, and offer this at the right moment.

To achieve this Banking is fun introduces 4 pillars:


1. View on account
  Research has shown that consumers are often surprised by their financial situation. There is a saying in the Netherlands that goes: “There is always a little of the month left at the end of my money”. Often money that has been saved for fun events needs to be spending on non-fun obligations. This makes banking a ‘must’ instead of helping in the consumers’ life. Banking is not easy in the view of the customer, and as we saw in clientview it is requirement number one, to make the customers’ life easy.

Banking is Fun changes this by giving the customer insight in spending and income. The customer can make views with planning and budgeting facilities on their account. Alerts can be set so exceptions will be noticed in time, and the customer can react on this in a timely manner. As a result: The client stays in control and has a transparent overview of his financial situation. He can work towards important events without having to be worried about unexpected financial surprises.
2. Community
A customer relies on information he gathers from all kinds of sources. Like an independent consultant, independent comparison sites, as well as family and friends. Research has shown that people trust the opinion of others in gathering information in order to make decisions, also financial decisions. The Internet has made it easier to share negative and positive experiences in a quicker way. The customer shares information in real life, in virtual worlds and on community sites.

Banking is Fun believes that a bank has to facilitate a possible gathering place to share experiences, Best practices and experiences on making views, budgeting and planning are shared. In this community the client can share positive and negative experiences, learn from others and give feedback to the bank on services and products. The bank listens to the customer and uses this feedback the serve the customer even better. 		 
3. Easy entrance Helpdesk
 
 Clients want to have their questions answered at the moment the question rises. This means that all kind of questions, so for mortgages, lending, savings, a question about a transaction, or a service required, need to be answered at one single helpdesk without being transferred or stocked in a call tree.

Because knowledge based processes are the backbone of our organisation for all formal processes, we introduce an easy entrance helpdesk. This helpdesk will guide the customer by using smart question and answer programs. And as a result the client receives immediate answers to his questions.
4. Mean and lean processes
Transparency is a key item to be trusted as a bank. Transparency combined with service excellence will surprise customers and give them a good customer experience, which will result in a higher customer loyalty.

We believe that the knowledge based processes, designed around the customer and his requirements, is an advantage to legacy driven organisations that need to invest heavily when customer requirements are changing.

We have achieved this by developing lean and mean process architecture, and to stay away from complex and chaotic processes. The technical supporting systems will be elegant and simple, and easy to maintain. This fulfils the customer and legal requirement of a transparent organisation.