Towards the ultimate payment experience
It is always tricky to try to define the absolute best way to do something. However, when it comes to payments, the ecosystem has a pretty good understanding of what it means to be better.
Placing the customer experience at the centre
All the recent examples of rising start-ups have shown that it is so much more about the customer experience rather than product itself.
For instance, people do not dislike or have a problem with so-called “traditional” taxis – however, they do not like to wait to get one, they do not like to carry cash to pay, they do not like to not know how much it is going to cost in advance, they do not like to not know the driver, etc.
Many solid arguments that led Ubers’ founders to think of a problem-solving solution. In the Uber example, payments represented a large part of the area of improvement. With the app, they simply moved payments to the background, focusing on the experience. They took a leap of faith by becoming one of the first world class super apps providing services and relying on frictionless payments.
Being problem-solver and customer-oriented
Over the years, the ecosystem understood and valued the importance of the “start-up” way of thinking which is very focused in problem-solving solutions that are always customer-oriented, meaning that they place the customer experience in the spotlight. Large institutions, on the other hand, were sometimes seen as not that innovative and flexible.
This trend has recently shifted: today, we do not see only disruptive technology coming from new entrants. We see more and more established institutions deliver innovative solutions, that are relevant to their market and to their customers. They have learned from the FinTechs – sometimes by partnering with them – to stay in the game and deliver digital, innovative yet secured products.
Technology platforms have evolved: they are now open and highly parametrizable to bring extra flexibility to the businesses. Which means that – with the right technology partner – financial institutions can launch easily new products to the market, integrate any 3rd party seamlessly, be digital, be responsive, etc.
FNB, a leading financial institution providing services to millions of customers across South Africa, gave recently a concrete example of a large and established institution launching an innovative and digital product: they announced the launch of their new virtual card for individual and business customers. The card will officially launch in October 2020 and will be available to individual customers across debit, fusion and credit cards and for business customers on debit cards. Customers will be able to access the card via he FNB App and the RMB Private Banking App.
With this new innovative product, FNB is providing new way to shop that is easier and more convenient. It is plastic free and more secure than ever – CVV changes every hour and allow safer purchases online or in-store.
The recent outbreak of Covid-19 also showed the importance of business continuity and resilience of the players. The pandemic accelerated the end of cash but required innovation to propose an alternative to cash (cardless withdrawal, cardless transactions, increasing contactless limits, etc.). With the right technology, some leading card issuers, processors and national switches were able to do so, by simply parametrizing their platform.
In this context, GhIPSS (Ghana Interbank Payment and Settlement Systems) shows one more example of a large institution launching on a regular basis new innovative products and services. They recently launched a universal QR code payment solution to allow customers to make Instant payments for goods and services from different funding sources (mobile wallets, cards, bank accounts) by scanning a quick response code on a smartphone. The implementation of Ghana’s QR code solution is timely as it coincided with the World Health Organization’s advice to use contactless payments and avoid the handling of bank notes to deter the spread of Covid-19.
The above-mentioned examples represent a small sample of HPS customers’ latest achievements. They show the dynamics of those large and established financial institutions, that rather than resting on their laurels, strive to deliver always-evolving solutions to ensure the ultimate payments experience.
Today, HPS helps 400+ customers in over 90 countries to deliver best in class payments solutions. To know more about HPS solutions, and discover HPS customers’ accomplishments with PowerCARD, please contact firstname.lastname@example.org.