Discovery Workshop Playback 23 January 2018 Prepared for FICCO by Engagis
JAN 2018 | STRICTLY PRIVATE AND CONFIDENTIAL The descriptive materials and related contents of this document contain information that is confidential and proprietary to Engagis Pty Ltd. This information is submitted with the express understanding that it will be held in strict confidence and will not be disclosed, duplicated or used, in whole or in part, for any purpose other than evaluation of this document. 1
The integrated digital experience
leverages technology to help FICCO achieve its business goals.
Discovery Workshop The first step towards Digital Transformation.
FICCOâ€™s Current State
No defined marketing strategy and channels in place
Systems are manual and not interconnected
Some systems (eg. GCash) are not utilised by members
Data are not easily accessible across branches
Non-active members and OFWs are difficult to reach
Problem Statements How can FICCO grow its membership and target a younger demographic with average age of around 35 to 40?
How can FICCO become relevant in influencing local business communities? What tools can it offer its members and partners?
How can FICCO leverage current technology to empower its members to interact and share information easily?
How can digital connectivity enable members to utilise available systems (eg. GCash) and enjoy their benefits to the fullest?
How can data analytics and insights allow FICCO to know its members intimately, so that it can improve its services and offers?
Critical Factors in the success of bank-fintech partnerships
Digital Transformation Roadmap
FICCO Digital Platform
The FICCO Roadmap
ORDERING APP MVP
CORE BANKING SYSTEM
ORDERING APP FULL ROLLOUT
LEARNING MANAGEMENT SYSTEM
FICCO MOBILE APP
Rebranding - Brand Strategy During the discussions, we found that FICCOâ€™s products, message, appeal and brand perception are not well defined. The next move should be to embark on a Brand Strategy - Rebranding effort. Rebranding has benefits beyond just an image refresh. It allows you to connect with new audiences, stay current and relevant, have a more polished product lineup, and bring forward your values. Engagis will run a comprehensive brand review to assess the brand history and its current state, do market surveys, and come up with different approaches on how the brand should look like, feel like, sound like, and even smell like.
A quick glimpse of the goal
Marketing Strategy A sharper marketing strategy means more assured hits to your target audiences, a clearer product lineup, finer target adjustments, and strategic media channel use. Moreover, a marketing strategy provides direction and coordination of departments in the external dissemination of sales messages and campaigns that support the organisationâ€™s goals. Engagis will run a comprehensive review of all available products, current members and growth targets. The results will then allow us to choose how to craft our message and hit the goals set, choose the best media channels for wider reach at a lower cost, know which products to prioritise and ultimately increase your bottom line. 15
(Sampe data only)
Data In, Strategy Out GROWTH TARGETS
Millenials to 12%
Infant/birth related transactions at 15%
• push passion oriented campaigns
• local birth rate increased
• explore the heart appeal
• explore marketing to baby-wear or family FB groups
• engaged in investments startups, consider new products
• explore lifeplan or educaplan product push
Generation Z Post Millennials 0-17
Generation Y Millennials 0-17
Generation X Gen X 0-17
Baby Boomers 0-17
Silent Generation 0-17
Early Childhood School 2-15
Adolescence College 16-20
Early Adulthood Working 21-30
Middle Adulthood Family 31-64
Later Adulthood Retirement 65+
Content Creation Management With the introduction of a brand and market strategy comes the need for fresh, relevant and personalized content. Creating and managing content regularly makes sure the strategy is followed and results are delivered. Engagis has years of experience creating and managing content for 20,000+ screens and various social channels all across Asia Pacific. This service guarantees a hassle free delivery of fresh content thatâ€™s on brand and on time.
Website Development As a part of marketing, having a website helps build the credibility of a business. It is an invaluable, always-available resource for information, which is otherwise available only during business hours. Websites are accessible 24/7, which gives more window to your business. It can be a home of your products and services that existing and potential customers can explore anytime, anywhere. Engagis will review current website and gather insights to develop a new website thatâ€™s accessible, easy to use and costeffective -- improving online presence and potential sales at low cost.
What it could look like
Local View (Inter PH)
Global View (Outside PH)
(Not final. Subject to design pitches after market and brand research and evaluation.) 19
App Development Mobile applications change the way financial institutions are perceived and help transform the customer journey. A mobile banking app makes banking services available not only in-branch and it empowers people to transact on their convenience. Thus, attracting millennials with functionality on the go. Engagis will study products, transactions, and membersâ€™ data that can be integrated into the mobile app and use information to create a new avenue for mobility and self-service, enhancing the customer experience.
The user interfaces provided here are for illustrative purposes only. Actual designs may vary once product requirements are determined. 20
Ordering System Grocery shopping can be time-consuming. From making a list, traveling to and from the store and then browsing through seemingly endless aisles to find what customers are looking for. No wonder why FICCO Members chooses to shop at nearby grocery stores rather than visit Shopwise. In effect, Shopwise perks are not fully utilised. With the FICCO Ordering App, members can now browse and shop the virtual shopping aisles 24/7 without leaving the comfort of their home. Not only does this strengthen the partnership between FICCO and Shopwise but this can also introduce new revenue streams for FICCO with every purchase made from the app.
Chatbot The ability to quickly respond to a customerâ€™s inquiry is one of the vital ingredients of a quality customer service. Today, organizations have turned to a more efficient, automated way of Customer Relationship Management â€” ensuring that customers are attended even at their own personal spaces. Equipped with advanced and structured algorithm, Chatbots do not only respond to inquiries at anytime but also record essential data from a conversation to further support business decisions and to further improve the technology itself.
Learning Management System (LMS) Training and development is not only important, but vital for businesses to thrive. With everything moving to digital, an LMS is a valuable tool facilitating eLearning activities supporting employee training, orientation, knowledge retention, and education. It does not only foster awareness, but also engagement and inspiration with gamified experiences to exercise creativity, skills improvement to help achieve business goals. Engagis will review current learning resources and methods and create a digital knowledge base that equips employees for development opportunities. The user interfaces provided here are for illustrative purposes only. Actual designs may vary once product requirements are determined. 23
Business Directory In the spirit of cooperation, FICCO’s members could shine more by building a network of business with an alwaysavailable digital business directory made for the lifestyle of today’s consumers -accessible online through the website or mobile app. Engagis will create and arrange a platform, and FICCO will populate the directory with all members’ businesses. This will then create an ecosystem where businesses can offer their services to members and other businesses.
The only wrong move when it comes to Digital Transformation is not to make any move at all. Didier Bonnet, Capgemini Senior VP
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