The commercial client paradox: finding the me in commercial

Transcript 

00:00:00 - Introduction

Pedro Azevedo warmly welcomes the audience and sets the stage for a discussion centered on the commercial client paradox in banking. This paradox highlights the contradiction that commercial clients, despite being major revenue drivers and long-term customers, often receive inferior digital experiences compared to retail clients.

The speaker points out that these clients face fragmented systems, manual workarounds, and a heavy reliance on branch staff, which hinders efficiency and satisfaction.

To address these issues, the speaker introduces ebankIT’s vision for transforming the commercial banking experience.

This includes offering a world-class user experience, a unified platform for accessing multiple accounts and businesses, process automation, and advanced self-service capabilities. The goal is to empower commercial users with the same seamless and sophisticated digital tools that retail customers enjoy.

The presentation then transitions to a practical demonstration, led by one Raquel Lobato on stage. She begins by showcasing recent functional improvements in the digital experience, focusing on product grouping and shared contracts.

These enhancements allow users to better organize their financial products—such as accounts and credit cards—and manage permissions and limits more effectively through an omnichannel contract feature. This segment aims to illustrate how these tools can significantly improve the day-to-day operations of commercial banking users.

00:05:00 - Commercial banking customization

Raquel Lobato continues to demonstrate enhancements to the commercial banking digital experience, focusing on custom product grouping and Omnichannel contract management.

She begins by explaining how users can manually create custom product groups. This process is straightforward: users name the group, select desired products (like checking accounts, credit cards, or debit cards), and customize the view to suit their needs. These groups appear at the end of the list by default but can be reordered for visibility, including being placed first to appear on the dashboard.

Groups can also be shared with other users under the same contract, though shared users can only copy and edit their own versions, preserving the original group’s integrity.

Raquel then shifts to the omnichannel contract feature, which allows users to manage shared contracts digitally. She walks through a use case of adding and activating a new user. The process involves filling out a form with basic user details, selecting a username and authentication method, and then assigning the user to a predefined group.

Permissions, limits, and authorizations can be adjusted within this group. Once changes are made, the contract is updated after identity verification for security.

She also highlights that this feature is now available to individual users via mobile banking, though with limited functionality, primarily setting transaction limits. For example, users can define daily or per-operation limits, such as a €400 daily cap on transfers to personal accounts. The process mirrors the shared contract workflow, ensuring consistency and ease of use.

Raquel concludes her segment by emphasizing the simplicity and utility of these features, then hands over to her colleague Raquel Cabaço for the next part of the presentation.

00:10:00 - Bulk upload for payments

Raquel Cabaço introduces an upcoming feature: bulk upload for payments, designed to streamline the payment process for commercial banking users. She presents this through a relatable story about Sarah, an employee at a growing business who struggles with manually entering over 100 supplier payments each month.

Sarah’s story illustrates the pain points of manual entry and the efficiency gains possible with the new feature. After learning about the bulk upload option, Sarah downloads a template, prepares a CSV file with multiple payments, and uploads it to the banking platform. Her first attempt fails due to incorrect payment dates, but after correcting the file, the upload succeeds.

The process then moves to the approval stage, where Sarah’s admin, Michael Scott,  who is on vacation, receives a push notification and approves the transaction from his mobile device. Sarah is notified of the approval and checks the transaction status in her banking portal, where she sees the details and confirms everything is in order.

Though the payments haven’t been processed yet, she feels reassured and confident in using the feature going forward.

Raquel concludes by emphasizing how this feature can save time and reduce errors for commercial clients. She invites attendees to explore the feature further and reach out for a live demo.