Expanding contact points, improving productivity

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Increasing local presence: Three benefits gained from introducing the Hekishin app
-First of all, please tell us the background behind Hekishin Shinkin Bank's introduction of the Hekishin App.

Mizuno : It all started with us feeling a sense of crisis about the shrinking number of points of contact with customers at storefront counters, which is the strength of shinkin banks.

On the other hand, the number of active users india email address on the website, a non-face-to-face channel, continued to increase, so we started operating an app with the aim of expanding our contact points with customers.



What kind of benefits have you gained from introducing the app?

Mizuno : There are three main effects.

The first is to expand contact points with customers. Currently, the number of app downloads is 125,000, and the number of account registrations on the app is 57,000, so we have reached a certain scale.



The second is to improve operational efficiency and productivity, including reducing the amount of administrative work at branches.

Currently, approximately 900 applications for various procedures are submitted through the app each month.

In addition, the number of new applications for internet banking has nearly doubled since before the app was introduced.

Of these, approximately 80% are made through the app, which we believe is helping to both promote interbank transactions and reduce the administrative burden on branches.



The third is to increase our presence in the region.

Kariya City, Aichi Prefecture is home to a professional basketball team called SeaHorses Mikawa, of which we are a corporate sponsor. We are developing various tie-up initiatives between the team and our app, such as allowing users to purchase discount tickets through the app.

It has also been well received by customers.



Things you need to know before you start using it! What are the failures and successes of developing and operating a banking app?
--Now, let's move on to the panel discussion. First, I'd like to ask you all about your success and failure stories regarding apps.

Mizuno : I've already told you about the success stories, so now I'll talk about the struggles of the campaign.

We also ran various campaigns offering special rewards to promote app downloads, but there were times when downloads increased and times when they did not.

When we looked back at the reasons for this, we realized that it was not just the campaign that was important, but also the content within the app.



Muramoto : After an app is launched, it is important to make sure it grows properly.

To achieve this, we need to listen to what our customers have to say and improve the functions that are necessary for both customers and financial institutions.

On the other hand, failure occurs when an app is installed but then nothing is done with it.

We hope to grow the app by analyzing customer usage, etc.



Uchida : I think apps that are beneficial to users are the ones that will be used.

For example, in recent years in the distribution industry, apps have become a substitute for membership cards, and app members can purchase products at discounted prices, making the benefits very easy to understand.