I have always believed the world will be a better place when we work together, collaborate, instead of pushing others down to gain what we want. Working at Nestholma I have come to realize collaboration isn’t good for just individuals, but also businesses. In some industries, it has even become the only way to survive in the heated competition. That’s the case for example in fintech where customers are becoming more and more spoiled with choice and the whole industry is changing at an incredible speed.
At Nestholma, we talk so much about collaborating that it should be in our slogan. (Oh, wait…) But it just can’t be helped. When you spend every day with startups, big corporations and banks, you are bound to see not only the good parts but also the parts that are lacking. And how well those complement each other. You can’t really help but become part of the cult called collaboration.
When you take a look at our portfolio you will see startups doing exactly that, providing something that helps banks become better banks for their customers. And they are damn good at it (excuse my language…)! But of course they are, they went through a bank accelerator. They found a fault in the banking world and developed their solution further together with a bank. So, it is not just what the customers want but also exactly what the bank needs. The startups have been able to create a solution that is well validated, and banks get an amazing innovation, just for their needs and way ahead of the rest of the industry.
Startups do in days what corporations can do in month, if not even in years
When you are used to the corporation timetables, many questions if it really is possible to do magic in such a short time as the accelerator program is (our programs itself lasts usually 3 months). Well, it is: startups are the best magicians in that respect:
They don’t call accelerators supercharged for no reason. Startups go through incredible transformations and banks get to hand pick from a pool of innovation made with their own requirements. And they get them way ahead of their competitors. At the same time, the banks can’t help but also learn the agile working style startups have. But the real winners are of course the customers – they are the ones whose lives are being made better and better.
So, what kind of startups are these ’bank-validated startups’ then? Glad you asked because I have 4 of them to introduce.
What is the first thing that comes to mind when you think about customer service online? If you are a customer, it is probably the long wait. And if you are a bank: the massive amount of inquiries you get every single day. And that is exactly the problem. Banks get so many customer inquiries every day that handling them in a timely manner is pretty much impossible. Out of the mass of inquiries 80% are recurring. That means customer service people spend most of their day answering the same questions over and over again. That is all time away from solving urgent and more problematic cases. Or so it was.
Jenny has brought artificial intelligence (A.I.) into customer service. Jenny teaches their A.I. to think using existing knowledge bases: emails, chat logs and so on. The machine then figures out the common inquiries and the answers for them. It also learns how to answer without sounding like your common bot. In fact, the customer won’t have a clue she or he is not talking with a human, but a machine. The only thing they wonder is how on earth they got their response so fast. And that’s what you call amazing customer service! Jenny also helps its human work mates by providing some of the common answers to the customer’s problem and make solving the that much more efficient. Hello, good customer service!
- Works on the languages the company works
- Learns constantly and can thus solve more and more customer inquiries
- Works on the same tech the customer already has – no money or resources wasted on changing systems
- Techstars Tel Aviv superstars
We all know not everybody pays their debts in time. And that poses a tricky situation: how do you get your money without destroying the relationship with the debtor?
For banks and businesses, this can easily mean you get the money but lose all future business with the debtor. IF you even get anything. Now banks and other businesses send generic and un-engaging letters and make disturbing calls. No wonder the borrowers just ignore them or do the best they can to avoid them. The business is not getting their money and the customer relationship is pretty much lost, maybe forever. Just in the Nordic region alone, that means 16B of lost money. That is if you don’t use Collectly.
Collectly maximizes debt recovery while retaining the customer. To do that they use AI and machine learning. They profile the customer and then contact him or her via modern communication channels with messages that are both personalized and engaging. That is much more transparent, friendly and efficient way of collecting debts. In fact, Collectly has a success rate of 56 percent in collecting debts with their early customers! They recognize the debtors who might have problems in the future and deal with the ones who already do.
- Collection rate up by 60%
- 10 x more cost efficient
- 6 x increased customer retention
- Just finished Y-combinator, and has been featured in hot publications like Techcrunch.
All in all, you will get what belongs to you AND you get to keep the customer and can make more business with them. You are happy, the customer is happy, a clear win-win situation.
Banks reject too many good loan applicants due to insufficient credit history. At the same time recognizing the bad loans is not always so easy. Nordigen makes the credit decisions easier, more accurate and much much faster than before (in 10 seconds to be exact).
Be it hobbies, shopping, groceries or even gambling, almost nothing in life is free. But the good part is all that leaves traces, transaction history. Using the data from the customer’s account and payment card Nordigen’s machine can identify the customers with riskier and safer behavior patterns – whom the bank should or shouldn’t lend money, even when the credit history is insufficient. Banks can increase their lending while diminishing the risk. At the same time, Nordigen helps segment the bank’s customers, even by their hobbies, whatever would help the bank in its operations.
- Flexible solution, works with all strict local banking regulations
- Easy to set onto existing infrastructure
Sports tracking? Isn’t that for athletes and health nuts? Not anymore – Fjuul has brought digital health to everyday people and everyday life; be it a health nut or just your average Joe. Like with foods, exercise about the quality, not quantity. And Fjuul is just the tool to help you. Their app tracks your day and tells you which physical activities have the most impact on your health and fitness. You can then compare and see what kind of activities in your day-to-day life have the biggest impact on your health. And when ’good health’ isn’t enough of a motivator, Fjuul also helps with that. Your movement becomes a currency that you can trade for discounts and goods (= the number 1 reason why I take the longer route home nowadays ;).
But why I am talking about a health app on this post? Because it is nothing but relevant. Insurances aren’t really considered sexy, especially by millennials. There is a burning fight for customers, but making yourself the choice number 1 isn’t so easy. And even keeping the existing customers is hard: insurance companies don’t really have that many chances to interact and engage with their customers – build a real relationship, loyalty. At the same time problems like cardiovascular diseases are on the rise and considering our current lifestyles, fast food, and office work, it is only going to get worse. And that’s what keeps the guys responsible for the health claims up at night!
Those are just some of the things Fjuul can solve. Customer acquisition through their offers, relationship building, activity based insurance products, corporate wellbeing programs, just to name few. And yes, there is no doubt Fjuul is attractive in the eyes of the customers – it is a top featured fitness app in over 100 countries!
Forget competing – the future is in collaboration
Banks and fintech startups have gone a long way from fierce competitors to collaborators. And the same is happening to banks with other banks. Many changes are coming to the banking industry, but one thing is sure: the biggest beneficiary are the customers. Be it the number of options, PSD2 – the customers have the power and the banks and startups need to listen. Or better yet: create something better than the customers could ever imagine.
Personally, I am excited to see how the banking industry is going to evolve through collaboration, and even more excited to enjoy the growing ease of my everyday life as a customer. How about you? What are your thoughts on the new era of banking?