VIENNA, Austria - April 29, 2019 – BAWAG P.S.K. has redesigned its digital banking to provide its customers with a completely new, digital customer experience. The new digital banking app "klar" includes various new and improved banking functions and will be available for Android and iOS from 1 May onwards. "In addition to the ongoing transformation of our branch network, where we focus on high-level personal advice, and the launch of new retail cooperations, we have reached another important milestone in our retail strategy today: The completely new design of our digital customer experience is a logical next step in our omni-channel strategy. Customers have a better overview of their finances online and can manage them even more independently," explains David O'Leary, member of the Managing Board of the BAWAG Group and Head of BAWAG P.S.K. Retail.
New features such as the personal finance manager "klar sehen" and the "klarPIN" for bank transfers lead to a simplifiaction of online self-service. The klar registration process has also been simplified and can be carried out by using e-mail address & password or via fingerprints or face recognition.
Co-creation: Finance manager and simplification of standard procedures
Customer feedback was crucial both before and during the development of the new digital banking platform: BAWAG P.S.K. interviewed more than 80 customers about their ideas and wishes regarding the functions and visual design of the new platform. "On top of our customer’s wish list was the simple execution of daily financial transactions and a clear overview of their own finances. Why should a customer need to know how the transaction is called? The customer wants to do financial transactions – he can do this on one screen and easy going. In addition to security, these were our most important issues in developing the platform," explains Marcus Kapun, Chief Digital Officer at BAWAG P.S.K.
The personal finance manager “klar sehen” offers customers a transparent and simple view of their own financial life. The function shows the individual expenses of klar users broken down into categories. Kapun: "Our customers like to set themselves financial goals. This includes having an overview of their expenses and identifying savings potential. BAWAG P.S.K. klar supports our customers in this."
Intuitive and secure: innovations in the registration and transfer process
The registration process was also further simplified for BAWAG P.S.K. customers: Instead of using the signatory number, they can log in to BAWAG P.S.K.'s new digital banking platform using their personal e-mail address. Furthermore, the klar app can also be easily unlocked by fingerprint or face recognition. Another new feature is the "klarPIN", which can be defined individually by the customer and is used to approve bank transfers. This eliminates the need to type in the TAN-SMS and makes online transfers faster for customers. Additional security is provided by a device recognition, which additionally checks each transaction. In the case of transfers, users no longer need to decide whether to make a SEPA transfer, a domestic transfer or a self-transfer. BAWAG P.S.K. klar recognizes the type of the transfer and the recipient data that has been already used automatically, thanks to the new IBAN memory function.
Number of digital banking users is rising in Austria
More and more Austrians use digital banking and manage their finances from everywhere and 24/7: Around 60% of Austrians already use digital banking. The proportion of digital banking users has roughly doubled in the last ten years. In 2018, there continued to be a significant shift in transactions from over-the-counter services to online and self-service devices at BAWAG P.S.K. Retail: While overall transactions remained at a similar level compared with 2017, over-the-counter transactions represented only approximately 10% of total transactions, down 20% from 2017.
A feedback tool has been integrated into the new Digital Banking app klar in order to be able to continuously gather suggestions from customers and expand the functions of the new app. "We are constantly refining the platform's functions to meet our customers' needs and expectations even better. This is one of the reasons why our team works together in an agile working style, which enables us to develop and implement new features more quickly," Kapun concludes.
Manfred Rapolter (Head of Communications, Spokesperson)