SBM magazine / 11-2018

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INTERVIEW mBank’s Ecosystem for SME customers Olena Gryniuk talked to Piotr Teodorczyk, director of the Business Customer Department at mBank (Poland), about creating SME Banking Ecosystem and the way mBank approaches SMEs. Piotr Teodorczyk, director of the Business Customer Department at mBank (Poland) started his work at mBank in 2005 as a relationship manager for business customers at the MultiBank branch. He is a graduate of MBA studies for financiers at Kozminski University and completed doctoral studies at the Collegium of Management and Finance at the Warsaw School of Economics. Proving himself a successful leader, he created and implemented SME initiatives within the framework of the One Bank Strategy. He is an ambassador of empathy and client-centricity. Knowledge, experience, and attention to customer needs are the foundations on which he builds his strategy. Who are your SME customers (in terms of revenue, sector, age, etc.)? Our client base is mainly made up of micro and small enterprises, run as sole proprietorship businesses. mBank’s SME accounts are particularly popular in the professional, e-commerce and retail industries. 67% of our new clients from 2018 are people aged 31. However, we also noticed a gradual increase in entrepreneurship among people under the age of 30. mBank’s clients are independent and value convenience — almost half of them applied for a company account via remote channels (internet, contact center). What’s more, over 1/4 of all company account agreements were concluded remotely in 2018. Piotr Teodorczyk, Director of the Business Customer Department at mBank (Poland) 18 NOVEMBER 2018
Interview You have a whole ecosystem for SME customers within the bank, starting from the very first step: customers can start a business with you, taking advantage of mPower Business Starter, which allows businesses to be registered via the bank’s website, then to automatically open current account and deliver all banking products online to providing accounting services to the customers. Could you please tell us in more details about the SME Banking Ecosystem within mBank? The main idea behind the ecosystem is to help new entrepreneurs with the challenges they face in their daily lives. We want to allow them to concentrate on their core business and take from their shoulders the most difficult aspects of managing a company. Naturally, the accounting system comes to mind first of all, since the accountant is the most important person cooperating with a new businessperson. It’s crucial for a company to be able to entrust its accounting to a trustworthy and competent person. But how do you find a suitable accountant? How can an entrepreneur know that a given accounting service is reliable? Young businesspeople have to find answers to these questions, because the whole company is at stake. Thanks to mAccounting, entrepreneurs don’t have to worry about that, as mBank provides them with complex accounting assistance without them having to leave the house. What’s more, entrepreneurs don’t have to deliver any invoices or any other documents to the accounting office, since the accountant has access to all the necessary information through the mBank’s system, which means fewer mistakes and misunderstandings. Another advantage of mAccounting is the fact that the accountant communicates with the client through Task Center — mBank’s calendar for entrepreneurs. The accountant creates a task within Task Center, and the client receives a push notification on their smartphone. It takes only three clicks to pay tax or social insurance, since the accountant fills out all the necessary information, and the client only has to accept the transaction. As a result, they save precious time and enjoy guaranteed and consistent service quality. For the vast majority of our clients with sales-based business, points of sale are an essential part of their work. In Poland, noncash payments are an every-day reality, and for that reason stores that don’t accept credit cards or another form of mobile payment are at a disadvantage. To support them, mBank, in cooperation with the Cashless Poland Foundation, offers POS devices for up to 24 months free of charge in order to provide new entrepreneurs with a smooth start. Last, but not least, I have to underline that mBank’s clients have the opportunity to exchange currencies via online banking 24 hours a day, seven days a week. Moreover, they can deal with official matters also through mBank’s online system. As you can see, mBank is building an ecosystem that will allow entrepreneurs to take care of the vast majority of their tasks through their smartphone or computer, because we care about our customers and, what’s more, their time. This will not be the last of our ecosystem products since we aim to expand the assistance we provide into other areas of business in order to help our customers devote themselves to their passion and vision rather than spend time on red tape. Do you track how many (or what percentage) of your new customers you acquired due to mPower Business Starter? As expected, the mPower Business Starter initiative turned out to be crucial for the increase in sales of business accounts in 2018 and started a revolution in the process of opening business operations. mPower Business Starter enables a company to be launched by the mBank system via the internet, CC or inbranch within just a few minutes. This idea came from our customers, who showed us the difficulties they face and indicated that there are hundreds of questions and thousands of answers about how to start up a company. At mBank, we wanted them to feel happy upon starting a new chapter of their lives by opening their own company. As our statistics show — 22% of our monthly acquisition of SME accounts was generated thanks to mPower Business Starter. We believe that our market shares will increase in new SME account SMALL BUSINESS BANKING MAGAZINE 19
Page 1 and 2: MAGAZINE small business banking mag
Page 3 and 4: PROLOGUE Olena Gryniuk with John Ma
Page 5 and 6: STUDY Digital Strategies in SME Ban
Page 7 and 8: CIS & Caucasus SME Banking Report 2
Page 9 and 10: Innovations RBL_START It took over
Page 11 and 12: Innovations way, it led banks to be
Page 13 and 14: Innovations SANTANDER BANK POLSKA I
Page 15 and 16: Innovations Every month, the custom
Page 17: Interview as PolSeff ) and we’ve
Page 21 and 22: Professional All information and ad
Page 23 and 24: Interview WITHOUT DATA, YOU ARE SIM
Page 25 and 26: Interview Because we have a lot of
Page 27 and 28: Event For TBC Bank (Georgia), SME B
Page 29 and 30: Event Maya Margie Younes, speaking
Page 31 and 32: Event the ecosystem surrounding the
Page 33 and 34: Event At ING Bank Śląski we talke
Page 35 and 36: Event “Now we constantly see that
Page 37 and 38: Event CRM & Digital Transformation
Page 39 and 40: CEE18 LEASELINK - LEASING AS A METH
Page 41 and 42: Event whether or not they will, dep
Page 43 and 44: Event Afterwards, 8 startups offeri
Page 45 and 46: Event Matija Zulj (Agrivi) presente
Page 47 and 48: Event Katalin Kauzli (Partner HUB)
Page 49: Event Left to right: Tomas Nemcik (

SBM magazine / 11-2018

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