Recently, Industrial Bank (IB) upgraded its personal internet banking services in an all-round way and released “CIB Online” Personal I nternet Banking Version 5.0. Adhering to the “customer-centered” service philosophy and following the principles to be “simpler, easier and safer”, the bank focused on details and paid attention to user experience, improving the internet banking system in an all-round way in the aspects of operating interface, handling process, security protection, etc.
First, it is more convenient to activate internet banking. Customers only need to log on to the internet banking system of IB, choose “First Time Log On” to verify identity and set logon password for internet banking, and then they can activate the personal internet banking functions and handle most banking businesses, including enquiry, fixed and notice deposits, wealth management product, precious metal, fund, third-party depository, loan, etc. As for other businesses involving “funds transfer-out” like transfer, fees payment, and payment, customer s can also activate relevant service authorities with NetShield certificate, SMS password or at the counter of an IB outlet conveniently.
Second, the interface is concise and friendly. Based on in-depth analysis of and research into the demands and operating habits of customers in using the internet banking system, IB Internet B anking Version 5.0 elaborately designs a concise and fashionable operating interface and a novel and straightforward menu layout. With service items clear at a glance, customers can operate the system in an easier way. For instance, with the increased service of “Transaction Guide Bar”, customers can have a good idea of each step required for completing a transaction and the handling progress.
Third, it provides diversified individualized setup functions. Adding a number of convenient functions such as quick access to common functions, account sequencing, and setting bynames for frequently-used payee accounts, the system meets the individualized use demands of customers. All customers can, based on their own habits, set the common internet banking functions and manage accounts through sequencing accounts and setting bynames for frequently-used payee accounts.
Fourth, the process gets further streamlined. The transaction process for businesses such as transfer, fund and precious metal have been streamlined in an all-round way to complete transaction information, simplify the operating steps and enhance business efficiency. Take transfer as an example, when transferring funds to a frequently-used account, the customer may enter the account name to search the payee account and locate the account at a fast speed rather than spend time to look for it item by item.
Fifth, the bank becomes the first one to initiate “One-key Transfer” business in the industry. All customers only need to set the frequently-used transfer instructions (payee and payee account) in advance and save them in the personal internet banking system. They can directly use them upon transfer in the next time and realize “One-key Transfer” in real terms. This provides unparalleled transfer experience to customers.
Sixth, multiple measures are available to ensure security. While improving the customer experience, IB has also further intensified the security construction of personal internet banking. IB Internet Banking Version 5.0 adopts 12 layers of security measures, such as NetShield certificate and SMS password to intensify the management of customer information with a view to ensuring that the customers can have online transactions in a safe and assured manner. Recently, the bank also won the “Best Security Prize for Internet Banking of China 2011” appraised by China Financial Certification Authority (CFCA), an authoritative third-party certification institution.
In order to further improve “customer experience” and enhance electronic banking service, IB has also established a team of electronic banking customer experience and a working group for improving customer experience and service quality, and held special workshop for customer experience each month with a view to making timely improvement and sustained optimization against the problems existing and occurring when customers use the system. It is reported that, for the Personal I nternet B anking V ersion 5.0 released this time, IB would launch the marketing and promotion activity “Awards for Advice on Experiencing the Personal Internet Banking Version 5.0” in the near future. In this way, the bank can further listen to the opinions of users and collect suggestions of customers on the improvement of internet banking, so as to push forward the further improvement of internet banking and give returns to customers for their support and consideration for IB with solid actions.