Digitalising services
Our output and impact
Customer needs and behaviours are changing, and so is the way they communicate with Rabobank.
They want concrete support and answers - fast, and preferably 24/7. Rabobank is fully committed to
digitalisation in order to make it easier for customers to arrange their financial affairs whenever and
wherever they want to: from the comfort of the couch or on the road. New technologies enable us
to bring about improvements that can contribute significantly to flawless, fast customer services and
better user experiences.
Last year, we extended our existing products and services following direct customer feedback and
customer experience research. Digitalisation also allowed us to develop completely new services,
sometimes in collaboration with our digital partners. We also took steps in further digitalising internal
services, bringing about significant improvements in internal communications, HR services and digital
education.
Contents Foreword Management report Corporate governance Consolidated Financial Statements Company Financial Statements Pillar 3
Extending existing digital products and services
In 2016, we improved several existing services and processes
by applying new technologies and innovations. We used
customer feedback to improve our Rabo Banking App and
Rabo Investment App and made our Rabo Wallet available to
a larger group of customers. We also broadened the range of
online services, making it possible to open an account and buy
insurance policies online, and improved our online corporate
banking environment and digital solutions for online leasing.
Doing more with the Rabo Banking App
The improved design and functionality of the Rabo Banking
App simplifies daily financial decisions. The new features include
an account overview with improved clarity and insight into
multiple accounts, as well as balance and payment updates.
The app also allows customers to search transactions, share
proof of payment with others and view both their internet
banking address book and the Banking App address book in
one place. We also added new functionality aimed at specific
customer groups. For example, customers with investments
through Rabobank can now view their investment portfolio in
the app. Rabo Banking Apps for Apple iPhone or iPad use Touch
ID fingerprint authentication and our app for Apple Watch
allows customers to view their balance and alerts on the go.
We will strive to further improve the Rabo Banking App in 2017,
starting with fingerprint access for Android users.
Insight into investment portfolio
The award-wining Rabo Investment App gives clients instant
access to information about the progress, return, value and
composition of their portfolio. Automated daily monitoring
ensures clients receive an alert if something seems off-track.
Rabobank provides a variety of investment solutions, including
a discretionary portfolio management programme named
'Rabo Beheerd Beleggen'. Through this programme, a team
of experienced portfolio managers invests client capital
and ensures appropriate diversification according to their
investment goals, investment horizon and how much risk they
are willing to take.
Contactless payment with the Rabo Wallet
Rabo Wallet allows customers to make payments in shops just
by holding their phone over the payment terminal. Rabo Wallet
users can also save their loyalty cards to Rabo Wallet and use
the app to pay for parking. The next step is to make Rabo
Wallet available to all Android users by using cloud technology.
Additional services (e.g. paying for petrol with a smartphone,
saving coupons and offers, or linking to accumulated air miles
points) are being tested in a living lab environment. Rabo Wallet
was made available on three different Samsung smartphones
in 2015. In April 2016, we rolled out Rabo Wallet for Dutch
customers who own an Android smartphone with an NFC SIM
from KPN, Telfort or Simyo.
69 Our output and impact: digitalising services
