In recent years, Industrial Bank has pushed forward the development of electronic banking business in an active way, and based on independent innovation, it has established a financial service platform for electronic banking integrating internet banking “Online IB”, telephone banking “Hotline IB”, and mobile banking “Wireless IB”. Following the principle of being “simple, easy and safe”, IB has kept on improving the platform and business flow of the electronic banking system through upgrading and transformation as well as uninterrupted daily rolling development, and it has enhanced the customer experience of electronic banking services in a sustained manner by improving the access speed, stability and safety, and simplifying the operation procedures of customers.
At present, IB provides over 300 electronic banking services. Among a variety of electronic banking services, except the third-party consigned agency businesses such as purchase of wealth management products and precious metal trading, only three of the self-owned basic businesses provide by the bank through the retail electronic banking channel, i.e., inter-bank non-local remittance via electronic banking, “Smart Messenger” SMS service, and the production cost of internet banking webprotect certificate, require charges. Meanwhile, the electronic banking charging rates of the bank are at a low level when compared with other banks in the industry, and the bank is also constantly committed to extending the service contents and improving the service efficiency and makes great efforts to provide customers with electronic banking services of high added values at low cost. For instance, in the aspect of transfer and remittance via electronic banking, besides the “IB e-card” innovatively released by IB which enables customers to handle inter-bank non-local remittance at any city with an IB outlet free of charge, the real-time inter-bank collection and inquiry via the newly-released “super internet banking” are also free of charge. In the aspect of agency businesses, the electronic banking channel also provides more favorable prices. For instance, most handling charges for purchasing fund products at the UnionPay fund supermarket via internet banking can enjoy a discount of 60%. Moreover, the bank also organizes a great variety of preferential activities for customers such as award for transactions via electronic banking, webprotect gift for transactions via electronic banking, and RMB10 phone bill for transactions via mobile banking, and topping up RMB96 equivalent to RMB100 via the top-up channel.
According to statistics, in 2011, there were 120 million transactions involving changes in funds via the electronic banking channel of IB, and the rate of electronic banking substituting counter reached 65.20%, approaching two times of the total transactions handled at all IB outlets. Specifically, the transactions free of charge account for over 80%. About 500 million short messages are sent to customers, with those free of charge accounting for 60%.
In conformity with the requirements of CBRC on deploying the special regulation against non-standard operation across the banking industry, IB has sorted out the electronic banking business flow and the standard charging rates in a comprehensive way. Following the principle of open and transparent service prices, it has fully performed its notification obligations and accurately disclosed the charging rates for electronic banking services. Moreover, it has published the Announcement of Industrial Bank on the Strict Enforcement of “Seven Prohibitions” and “Four Opennesses” Set Down by CBRC at the Important Announcement Column via the offic ial website, mobile banking and mobile banking client of IB and made public the contact methods for consultation, service and complaint to accept social monitoring actively. Adhering to the principle of respecting customers and making sustained improvement, in the next stage, IB will further improve the mechanism for charging and handling complaints, keep on intensifying the information disclosure for the charging rates of electronic banking services, optimize the product design, business flow and service details for electronic banking, further promote the implementation of the “Electronic Banking Five-star Navigation” service system, and keep on enhancing the capacity and level of electronic banking services so as to ensure to provid e customers with high value-added and high quality electronic banking services at low cost.