NDB CEO speaks on the feats of NDB Mobile Banking App
With the innovative Mobile Banking App introduced earlier this year, NDB witnessed much acceptance and region widerecognition for the introduction of a more user-friendly mobile app.
Speaking on the Bank’s accomplishments NDB’s Director / CEO Dimantha Seneviratne in an interview shared his thoughts.
Q. What prompted NDB to come out with the NDB Mobile Banking App?
A. Sri Lanka has over 100% mobile phone penetration out of which over 30% are smart phones and with over 5 million internet users. Over the last 10 years alone there has been a 600% increase in mobile subscriptions in Sri Lanka. When almost all our services from buying groceries to tracking your fitness has made its way to your mobile in the form of an app, why not for Banking? Digital Platforms are now used to provide seamless services to customers and with this digitisation, retail banks are now focusing on bringing convenience to the customer by way of mobile devices.
NDB started off as a development bank 30 plus years ago and has now aggressively entered the commercial banking space and is proud to offer innovative banking solutions and products to individuals, SME, Entrepreneurs and corporates. With a vast network spread across the island in the form of 107 branches, we have also looked at increasing our touch points both digitally and physically. The mobile app has been instrumental in increasing these touch points amongst our customers as it provides a very easy and convenient channel for them to transact with the Bank.
We are a customer centric organisation and products revolve around the customers’ wants and needs. We try our best to give the most opportune and the most relevant product. Hence NDB attempted into exploring ways and means of using digital platforms to offer its banking services in a user friendly manner. These were the reasons for the introduction of the NDB mobile app.
Q. NDB Mobile App has won many awards, what is behind this success?
A. At the time we launched the mobile app, few other banks had already launched their apps to their customers.
Therefore we wanted to introduce an app that stands out from the rest. With this in mind the Bank worked tirelessly to innovate and give a different zest to the user. As a result NDB mobile app was developed with forward looking technology and exciting features to bring services to the customer’s fingertips in a unique way. These features included the ‘ Shake” feature which gave a unique and interactive user experience. By just a mere gesture or just shaking the device, the user is able to view the latest offers and your account balance. The NDB app is more user- friendly where in just a few steps your transactions can be completed with no hassle.
As a result we see a number of customers using the app for their banking functions and we have reached Rs, 2 Billion worth of Mobile Banking transactions within the first 6 months this year. This is a great achievement, and we are humbled to be recognised for these accomplishments at local and international platforms.
Q. What features make convenience a priority?
A. On boarding or registry for mobile banking is the most convenient and fastest on the NDB mobile banking app. Customers with aNDB credit card, debit card, internet banking or passbook can register with their user credentials. For example a debit or credit card user can enter the card number, the CVV which is the three digit code on the back of the card and PIN. Another pertinent function of this app is the ability to switch your credit cards, debit cards on/ off whenever you need. With a simple tap on your phone, your cards have guaranteed security. The app also allows the user to recharge their mobile phones at any time from wherever they are. Paying utility billsbe it electricity, phone, water bills can now simply be done from the comfort of your home. With just a tap of the finger you can use the mobile app to locate the nearest NDB branch or ATM. The app will show you the closest location and will even guide you towards this via a map.
The app also allows customers to instantly pay their credit card bills of other banks that have registered for CEFT without the hassle of traveling. Customers can easily recharge mobiles of their loved ones instantly from wherever they are at any time of the day through our app.
Pay to Mobile, is also another feature which makes NDB Mobile Banking App unique. This allows customers to transfer funds to another NDB account simply by using the recipient’s mobile number. Further, customers can register beneficiaries through the app, which would eliminate the hassle of needing to input beneficiary details for each and every transaction. We wanted our customers save time and enjoy at their own pace.
Q. How secure is it to carry out transactions via a mobile device?
A. The NDB apphas a two factor authorisation ensuring fullest security to you financial information. It has a unique username and mPIN combination for logging in. All transactions are verified through one time passwords ( OTP) which will be sent instantly to complete a transaction. The card on/off option also comes in as a top security option, especially for busy travellers.
Q. How have your customers embraced the Mobile Banking service?
A. The take- up has been very good among our customer base. The number of customer registrations has been gradually increasing and the Bank has successfully exceeded a total transaction value of LKR 3 billion over the mobile app.
Q. What’s the next step for the NDB Mobile Banking App?
A. We just introduced “dial banking” which is USSD based banking for customers who use feature phones (Non Smart Phones). Basic banking transactions could be done via this service. The thought was to have a mobile banking solution to those who don’t use smart phones which would pave the way to a greater population having access to the facility.
Technology is ever evolving and what we invent today would be obsolete tomorrow. Hence keeping up with the current technological advances is critical. NDB is making every effort to think ahead and present customers with the most relevant products and services.
In time to come we will enhance the range of features provided to our customers. Going forward, we will introduce more solutions which will enable customers to ease their Banking activities and you will see us progressing into new solutions, providing additional value to the customers.
The NDB mobile banking app has won many accolades in the past for ‘ Most Admired Mobile App’ at the Asian Customer Engagement Forum (ACEF) Awards in Mumbai, Best Use of Mobile Technology ( Banking Industry) and Best Use of Mobile Technology in Financial Services at the South Asian Business Excellence Awards by the South Asian Partnership Summit (SAPS) and the World HRD Congress, Best Mobile Banking App Sri Lanka Awarded by Global Banking & Finance Review England, Runner Up for Best Mobile Payment Application of the year awarded at the LankaPay Technnovation Awards and Best use of mobile in finance sector at SLT ZeroOne Awards.