Online banking is set to take a step forward as banks start implementing customised portals based on users' individual needs.
Online and cellphone banking are growth areas in SA. In March, Absa, First National Bank and Standard Bank all indicated that mobile and Internet banking were growing in leaps and bounds.
Nikki Tyrer, Accenture SA's head of customer relations management, says SA's banked population is increasingly demanding self-service options.
Some of SA's leading banks are now looking at developing online portals that are suited to clients' needs, says Tyrer, but she didn't disclose which financial institutions these are. “It's not a case of one size fits all.”
Tyrer says banks need to create portals that fit individual needs, and should be able to provide information such as statistics as part of the online site. She explains this is an extension of the general marketing principle of segmenting markets, and understanding customers' needs.
“The experience of a site can vary from person to person. The technology is available to configure Web sites for users,” says Tyrer.
She adds that online banking will continue to grow, and the trend towards mobile banking will change a large part of the banking landscape in the next few years. “The mobile channel is here to stay. Any company that can leverage mobile will be able to capture a large share of the market.”
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