SBM magazine / 11-2018

acquisition thanks the fact we have such a
powerful engine that does everything in the
background on our customers` behalf.
How many of your customers come to
you via digital channels and how many
through local branches?
We have noticed a systematic increase in the
importance of remote channels in terms of
the acquisition of new clients. In the last three
years, the number of applications submitted
online and via the CC increased by 6%.
Currently, only 55% of all applications for SME
accounts are submitted via local branches. The
Internet plays a key role: 34% of all applications
for company accounts at mBank are submitted
online.
You have a lending product available for
SMEs via your mobile app. Please tell us
more about that: who are your target
customers, what is the average amount,
and how quick are decisions made?
What is the percentage of applications
for that loan compared to all incoming
applications for SME loans?
Yes, we offer online lending for our existing
SME customers. Our focus is to deliver the best
possible experience for our customers also in
terms of lending. Our target customers for fast
online lending are, as I said before, our existing
customers with transactions in our bank. We
provide those customers with credit products
via modern digital channels (mobile and
internet banking); our average loan amount
is around EUR 3,500, and our decision process
takes on average less than five minutes. Our
online channels account for 10% of all of our
sales in terms of NML lending for SMEs. And
that number is growing! Our customers like and
prefer to use mobile channels because they
offer a fast lending process that enables them
to react quickly to investment opportunities
that arise in their everyday business dealings,
and they also help them build a competitive
advantage with mBank’s support.
mBank has already been providing
accounting services for SME customers
for three years now (the service is called
mAccounting), which includes both
automated accounting for entrepreneurs
and support from human accountants
for bigger companies. Which part of your
customer base uses mAccounting? What
role does this service play in acquiring new
customers or retaining existing ones?
Currently, approximately 60,000 mBank
customers have access to the mAccounting
system. From among our newly acquired
customers, more than 30 % opt for this product,
and in the mPower Business Starter scenario,
that percentage reaches nearly 60%. The
numbers speak for themselves. mAccounting
is intuitive to use and, most importantly for
entrepreneurs, is a time-saving solution. In a
today’s quickly developing world, people need
solutions that will reduce the amount of work
they have to do, and mAccounting fits this
concept perfectly. Due to this fact, it is not
surprising that this product attracts a large
number of new customers.
What innovations for SME customers
should we expect from mBank in the near
future?
A few weeks ago we started cooperation with
the Allegro Group, which means that seller
who use Allegro as a platform to sell their
products will also see and use mBank products
via the seller’s panel. Basically, it means that we
are setting out to find new SMEs on the market,
and we will do that by being closer to them
and their everyday business. We are not trying
to sell them a product; our approach is based
on relations. We want to be there for them
when they need us. Also, for us, this is a new
opportunity in the SME sector. We are building
innovations (like credit API for Allegro) in order
to be closer in terms of relations with customers
and their needs under the B2B model. mBank is
not only accessible via mBank.pl — we are also
available via the mobile phone app, and we
now also have a presence within the Allegro
seller’s panel. From our customers’ perspective
— when business grows mBank is always here
for you to help realize your dreams and be fast,
flexible and always mobile as business owners
in those times are.
20
NOVEMBER 2018