VIENNA, August 8, 2018 – Around 60% of all Austrians use online banking. This means that the share of online banking users has doubled over the past ten years. Despite the increasing popularity, four of ten Austrians are still shying away from using electronic banking services. In order to increase the number of e-banking users, BAWAG P.S.K. is now setting up the “digital hour” for this specific customer segment. In cooperation with WalkMe, an internationally successful pioneer of digital adoption for fintechs and other industries, the bank is offering existing e-banking customers services that will excite even heavy users. Marcus Kapun, Head of the Digital & Data Office at BAWAG P.S.K., explained: “We want to enable as many customers as possible to participate actively in the digital transformation as well as offer our e-banking users even greater convenience through new services.”
Innovative service from WalkMe for e-banking users
The advantages for e-banking users are clear. It is secure, simple, and convenient, and users can conduct their banking business at any time and from any location. Anyone who has experienced these advantages appreciates and uses them, and around half of all online banking users conduct all of their financial transactions online. For configuring settings in e-banking that customers do not use every day and that may be unfamiliar to some, users are assisted by means of a transparent overlay (the “Da schau her” tab) so that they can make the desired changes more quickly and conveniently. Such functions include changing card limits and enabling and disabling GeoControl. Services such as changing a PIN and ordering a duplicate card will also be possible much more quickly. If the response is positive, the service will be expanded. “WalkMe is proud to be partnered with BAWAG P.S.K. to provide their valuable customers with a new user experience: Users will benefit from the on-screen guidance that will help them complete common banking processes”, explained Brittany Hillard, VP Customer Engagement at WalkMe.
Digital hour – help getting started with e-banking
A survey of BAWAG P.S.K. indicated that 64% of the respondents would use e-banking if they had fewer security concerns, 40% would use it if feel that e banking is more customer friendly to use. BAWAG P.S.K. is now offering “digital hours” at its branches to help interested customers overcome their inhibitions in using e-banking. The digital hour is an interactive information event for customers. The content ranges from the advantages of e-banking, the requirements, and the first steps to security and the functions of the e-banking platform and e-banking app. Numerous questions from customers and the lively discussions show a high level of interest in the bank’s digital offerings. Close to 1,000 customers have been shown e-banking step by step and have had their concerns allayed in around 80 digital hour events to date. The successful digital hour series will be continued in the summer and autumn of 2018 and is popular among customers in every age group. Around 5% of all participants were under 20 years old, and nearly 20% over 70. Michael Dojacek, Division Head of retail and small business sales at BAWAG P.S.K., explained: “The goal is to present e-banking to more customers in all age groups through our digital hour, so that we can make their daily financial dealings easier and get them excited about our new ‘Da schau her’ service and other digital offerings.”
WalkMe is the pioneer of the Digital Adoption Platform (DAP) – an enterprise-class guidance, engagement, insights, and automation platform. As the digital revolution transforms the workplace and customer preferences, WalkMe’s holistic approach simplifies enterprise systems, customer-facing sites and mobile apps for the overwhelmed user. WalkMe’s DAP enables the creation of interactive, on-screen sequences that guide and engage users throughout any digital experience. Powered by AI and machine learning, WalkMe’s context-intelligent algorithm streamlines digital adoption internally and externally, ensuring that the right users receive the right information exactly at the moment of need. With WalkMe, employees are more efficient and productive, customers stay loyal and engaged, and businesses enjoy the full value of their digital assets. WalkMe’s platform is used by over 1,000 enterprises, including many Fortune 500 companies across all industries. For more information, please visit www.walkme.com.
Manfred Rapolter (Head of Communications, Spokesperson)
Tel: +43 (0) 5 99 05-31210