Backbase Case Study 1/2

“We thought, we need to close this gap by creating an e-banking proposition. The idea was to make one front-end that would be applicable to all countries.”

ABN AMRO Private Banking is a leading private bank with a focus on Northwest Europe. It has in-depth knowledge of wealth management and offers a broad array of products and services. The bank operates under strong local brands such as ABN AMRO MeesPierson in the Netherlands, Neuflize OBC in France and Bethmann Bank in Germany. Serving more than 100,000 clients through 53 domestic and international branches in seven markets worldwide, ABN AMRO Private Banking holds the number one market position in the Netherlands, ranks third in the eurozone and seventh in Europe.

In the private banking market, ABN AMRO focuses on traditional products and services, such as personalised advice and wealth management. At the same time, this is a modern, innovative bank that offers global clients the very latest in high-tech fi nancial services. In cooperation with Backbase, the bank has created an online platform where clients have access to all Private Banking functionalities through a single dashboard. Futhermore, ABN AMRO has used the Backbase Mobile SDK to create a hybrid app that looks the same and delivers the same functionalities as the web portal, making the banking experience consistent and user-friendly.

ABN AMRO Private Banking wanted to improve consistency across different regions, such as Germany and France. Having multiple front-ends in several regions doesn’t make for a high-quality, consistent user experience, so the bank decided to combine all front-ends into one platform.

Creating a consistent user experiencefor private bankingclients

Eline FransenLead PB Portal teams - Domain Channels Online & Mobile IT International at ABN AMRO Bank

Building a front-end with Backbase products is relatively easy; the challenge comes in building end-to- end connections with different countries. The fi rst new portal was implemented inGermany, in just over a year. In the specialised world of private banking, ABN AMRO only wanted to go live when the entire platform was ready. Soon afterwards, apps for France went live. The bank is continuously improving the portal and apps, giving priority to adding high-value functionalities.

“We initially started to work on the same Backbase platform that our Dutch operations were using at the time for Retail Banking,” says Eline Fransen. “This was an older Backbase version that was non-cloud. We decided to move our portal

into the latest version of a cloud-based Backbase environment, and we did it rather quickly.”

The fact that it took only five months to set up this new Backbase platform and migrate the portal is testament to the excellent relationship between Backbase and ABN AMRO.

ABN AMRO used the Backbase products to build a multi-country web portal and fully hybrid apps for mobile and tablet. The web portal is responsive, so it can be used on mobile browsers as well as via traditional web browsers. Functionalities include a new dashboard, which provides a complete overview of all client assets under management with ABN AMRO and offers clients all portal functionalities at a glance.

Clients can see the exact composition of their portfolios and can track the performance of each asset with easy-to-read infographics. Other features include file-sharing, tailored alerts for financial market events and a chat functionality, keeping the client service team at hand at all times. For all non-Dutch countries where ABN AMRO does not has a big Retail Banking presence, the platform also offers accounts and transactions, with overviews of everyday products such as current and savings accounts and provides insight into credit card transactions and payment functionalities.

What has the use of Backbase achieved for ABN AMRO Private Banking?

Backbase is on a mission to empower financial institutions to accelerate their digital transformation and effectively compete in a digital-first world.Get to know more at: www.backbase.comSeamless Experiences, Delivered

Having migrated to the newest version of Backbase, ABN AMRO Private Banking can now deliver products and services to its clients much quicker. Using a service-based front-end,

Looking ahead

the bank now plans to implement the new version in other countries. From a business perspective, the bank is keen to introduce new functionalities, so the future definitely looks exciting.

“We want to use the latest technology to offer cutting edge e-banking tools and apps and to improve client interactions,” says Eline Fransen. “We aim to give our clients the best service, especially when forging real-time relationships.”

More than 2,000 clients have been onboarded on ‘Mein Portal’ in Germany. This is a significant number, as these clients require very specific services and very specific interactions.

“We need to keep on looking at the latest technologies and to determine what digital products we want to deliver to our clients,” says Eline Fransen. “For instance, new wealthy people are very different from people with old money, but we also see differences in age groups and between European countries. Going forward, we plan to extend the French app to a web portal and include prioritised functionality. Further down the road, we are looking into the next implementation in another country.”

“Working with the Backbase platform has been a rewarding experience that has allowed us to create more value for our private banking clients.”

Backbase Case Study 2/2