Close To You, Everywhere!

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2 Close To You, Everywhere! Home Office Branch Car Beach Abroad ATM Phone PC Mobile Phone

3 Building an Electronic "Bank" Investment Credit Cards Insurance Banking Corporate Payments Every New Device and Channel Every New Product and Service Adds Value to our Relationship with our Customer Individual Small & Medium Enterprise Private Banking

4 PERSONAL BUSINESS E-SHOP TELE-SALES BATCH FILE I V R AGENT bank easypay i-mode INTERNET S M S bank for cards INTERNET I V R S M S PHONE CALL ADSL ISDN PSTN BRANCH OFF-SITE

5 #2 #1 #1 #2 Best Small Call Centers Best Interactive Brand Best web sites FTSE-20/ASE e-banking web sites May 2000 Nov 2001 Sep 2002 May 2004 #1 #2 #1 #1 Best Large Call Centers May 2000 #2 Best e-banking team in Europe Nov 2001 #1 Athens University Of Economics & Business Best Practice (e-business in Greece) Jan 2003 #2 Best web sites FTSE-20/ASE Jun 2004 #2 e-banking web sites Banks web sites e-banking web sites 10/'04 e-banking web sites May 2000 #1 Nov 2001 #2 Feb 2003 #2 BANKeVAL 2004 Oct 2004 #1 Best web sites FTSE-20/ASE e-banking web sites Best web sites FTSE-20/ASE Web Sites Awards May 2000 Apr 2002 Sep 2003 Dec 2004

6 Banking Technology Awards 2004 ISO 9001:2000 EFQM (European Foundation for Quality Management) Highly Commended #1: Lloyds TSB #3: Deutsche Bank Best Online & Multichannel Banking Team in Europe Certification by TUV Hellas: winbank services Certification by ΕΕ Ε Committed To Excellence in Europe

7 Α1. Από τη µέχρι τώρα εµπειρία σας πόσο ικανοποιηµένος/η ή δυσαρεστηµένος/η είστε από τις υπηρεσίες που σας παρέχει η winbank; B15. Aπό τη µέχρι τώρα εµπειρία σας, τι δυσκολίες έχετε συναντήσει κάνοντας συναλλαγές µε το win-internet; Πολύ Ικανοποιηµένος/η Μάλλον Ικανοποιηµένος/η Ούτε Ικανοποιηµένος/η Μάλλον υσαρεστηµένος/η Πολύ υσαρεστηµένος/η Προβλήµατα στην σύνδεση µε το wininternet Καθυστέρηση στην εκτέλεση της συναλλαγής λόγω φορτωµένου δικτύου 12% 10% 6% 2% 1% υσκολία στην πλοήγηση στο wininternet Είχε ξεχάσει τον προσωπικό κωδ. ΡΙΝ 4% 6% 38% 53% εν εκτελέστηκε η συναλλαγή 3% Καµµία 80% B21. Εχετε προτείνει την winbank σε κάποιον γνωστό σας; Οχι 14% Α 1% Ναι 85%

8 9. ΙΚΑΝΟΠΟΙΗΣΗ - ΑΛΛΑ ΚΑΝΑΛΙΑ ΕΞΥΠΗΡΕΤΗΣΗΣ ΒΑΣΗ: ΟΣΟΙ ΧΡΗΣΙΜΟΠΟΙΟΥΝ INTERNET /WINBANK INTERNET (WINBANK) Μέσος Όρος 1,50 1,56 1, Ξ/.Α ΠΟΛΥ ΥΣΑΡΕΣΤΗΜΕΝΟΣ/H (- 2) ΜΑΛΛΟΝ ΥΣΑΡΕΣΤΗΜΕΝΟΣ/H (- 1) ΜΑΛΛΟΝ ΙΚΑΝΟΠΟΙΗΜΕΝΟΣ/H (+1) ΠΟΛΥ ΙΚΑΝΟΠΟΙΗΜΕΝΟΣ/H(+2 ) 0 % 2002 (Ν=165) 2003 (Ν=214) 2004 (Ν=253) Στατιστικά σηµαντικές διαφορές σε ε.σ: *=95%, **=99%

9 Share of Piraeus Bank s Domestic Money Orders Transactions Stock Trading Bill Payments (ΟΤΕ) 17% 20% 17% 83% Tax Payments (VAT) 80% Soc. Sec. Payments (ΙΚΑ) 83% Soc. Sec. Payments (ΤΕΒΕ) 19% 55% 45% 58% 42% 81% Cards: # of Merchants Cards: Volumes ( ) 7% 13% Piraeus Bank without winbank winbank only 93% 87%

10 Market Shares Companies Individuals Other Banks 81,70% Other Banks 75,20% Piraeus Bank 24,80% Piraeus Bank 18,30% Active Users Stock Trading Other Banks 82,20% Other Banks 66,70% Piraeus Bank 17,80% Piraeus Bank 33,30%

11 Product Ownership Differentiation 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Accounts Standing Orders Debit Cards Stocks Credit Cards Loans Piraeus Bank w/o winbank winbank only

12 Organization Chart winbank Service Development & Cus to mer Suppo rt ΑΤΜ Services Electronic Payments Transactions Internet Banking Phone Banking Mobile Banking Custom Alerts Financial Products Research, Design & Testing Marketing & Promotion Customer Support Operations Off-Site ATM Deployment ATM Revenues Enhancement New Services Development Quality Assurance Business Development Card-Not-Present Payments Mobile Payments Person-2-Person Payments E-Commerce Web Sites Service Development

13 Organization Chart Project Manager & Quality Officer ήµητρα Πάππου ιεύθυνση Ηλεκτρονικής Τραπεζικής (a.k.a. winbank) Σωτήρης Συρµακέζης Γραµµατεία Βούλα Λαµπροπούλου Οµάδα Ανάπτυξης Υπηρεσιών & Εξυπηρέτησης Πελατών Έλενα Ορφανίδου Οµάδα Υπηρεσιών ATM Τζούλια ουκάκη Οµάδα Ηλεκτρονικών Πληρωµών Κώστας Στιβαρός Research, Design & Quality Assurance Βασίλης Αγγέλης Μιχάλης Ζερβός Θάνος Αµπάζης Κορίννα Σαΐα Γιώργος Καραδήµας Γιώργος Γαβριήλ Promotion Cust. Support Πάνος Ζέππος Γεωργία Πελέκη Νεκταρία Μαραβέγια Operations Ντίνα Κατσιούρα Τάσος Τσούτσικας Βαγγέλης Κούκης Βαγγέλης Λιάπης Όλγα Βεργίνη Business Development Service Development Merchant Support Μάρθα Αγγελή Βασίλης Λούρος Γιώργος ουκάκης Βάσω Καραΐσκου Γιάννης Κιούµης Χρήστος Παπαϊωάννου Αλέξανδρος Ζαλώνης

14 Vision Create a set of state-of-the-art services that will establish winbank as the BEST "electronic bank" in Greece achieving the highest penetration in Piraeus Bank's customer base. Then, prepare for the soonest possible "elimination" of the Business Unit through its assimilation by the rest of the Bank.

15 Mission Establish our set of services as "the No.1 thought of the consumer" when it comes to electronic banking Be the first to utilize new technologies, always focusing on optimal customer service Make "anywhere, anytime, anyhow" a reality Make e-banking a new way of life Always augment and improve all offered services Treat each customer personally and provide top-quality customer service Become a sales channel in order to contribute to increasing the Bank's market share

16 Payments

17 Consumer Consumer P2P C2G Governmen B2C Business B2G Business B2B

18 Consumer Consumer Bank Bank P2P Bank C2G Governmen Bank Bank B2C Business B2G Business Bank Bank B2B Bank

19 Card Not Present Payments Needs shops malls/chains service providers auctions Call Centers Web Sites Electronic bill presentation & payment Peer to Peer Public Utilities Insurance Business To Business Person To Person

20 Payment Instruments X Bank FI RST LASTNAME A Bank FI RST LASTNAME Virtual Account Payment Services Credit & Debit Card Clearing & Settlement Internet Banking paypal-like Payees e-shops billers invoicers persons

21 Payments through internet banking

22 Internet Banking: Banking Transactions Monetary Transactions (without stock trading) Jan Jan Jan Jan-Dec Non-monetary transactions (count) Jan Jul Jan Jul Jan Jan 2004 Jan Mar Jan-Dec Jan Jul Jan Jul Jan

23 winbank internet: A Crowded "Branch" Concurent Users Max Concurrent Users / Hour of Day Jan Dec Hour Of Day

24 winbank internet: Unlimited Tellers! Concurrent Transactions / Hour of Day Apr 2005

25 Organize & Settle Financial Issues Send money in real-time to any bank customer Pay the advance payment for weekend's hotel, pay the travel agency etc. Send money to my child in another city or country Automatically pay rental on 1st day of every month Automatically transfer a fixed amount to another account on first working day of the month (pay-day) Set up a payment before leaving for vaction (and be able to modify it later)

26 Third-Party Payment to same bank s Account

27 Wire Transfer (Remittance) / Domestic & International

28 Transfers History

29 The Viral Effect of Payments Byer Supplier Byer Supplier Supplier Byer Byer Byer Supplier Byer Supplier Byer Supplier Byer Byer Supplier Byer Supplier Supplier

30 Credit Card Payment (same bank)

31 Credit Card Payment (other bank)

32 Tax Payment (VAT)

33 Tax Payment (Income)

34 Social Security Payment (Employers)

35 Social Security Payment (Self- Employed)

36 Utility Bill Payments (Electricity)

37 Telephone Bill Payment

38 Mobile Phone Bill Payment

39 Non-Government Organization Donations

40 Massive Payments through file upload

41 Special payments (vertical / community)

42 Standing Orders (Direct Debits) Mobile Telephony Cosmote Vodafone TIM Q-Telecom Standard Telephony OTE Tellas Lannet Forthnet Telepassport Insurance ΤΕΒΕ (social/self employed) ING (life, general) Allianz (life, general) Utilities ΕΗ (electricty) ΕΥ ΑΠ (water) ΕΠΑ (gas) Cable TV Filmnet Nova Channel Car Loans Serfin Firen BMW FS Volkswagen Bank Other Alphyra Mobitel Columbia Telecom

43 Payments through credit & debit cards

44 Card Payments Card-Present Payments Plastic checking (hologram etc.) Magnetic stripe / POS (on-line authorization) Signature Control ID Checking Card-Not-Present Payments MO/TO (Mail Order / Telephone Order) Order World Wide Web (e-shopping) Card Types Credit Card Debit Card Prepaid Card Visa, MasterCard, American Express, Diners, Discover,...

45 Paying by Card on the Web e-market e-shop e-payment (Internet) Web Browser browsing Virtual POS virtual cart "Issuing" Bank Card Processing Center "Acquiring" Bank Other Paym

46 Payment Instruments on the Web 100% 80% 90% 60% 40% 20% 0% Credit Card Online Credit Card MOTO 4% 5% Check / mail 1% Debit Card Online 1% Bill Acount Source: Gartner Group

47 Why Credit Card? 32% 11% 13% 9% 23% 12% Less Expensive Other More Secure Easiest Customer Convenience Better Info

48 Card Fraud on the Web Billions of Dollars Source: Meridian Research

49 Cardholder Authentication Secure Electronic Transaction (SET) Based on Public Key Infrastructure (PKI) Almost perfectly secure Very difficult for the cardholder to install Expensive for the merchant Died young... 3-D Secure Visa: "Verified By Visa" (VbV) MasterCard: "SecureCode" Liability is shifted to non-compliant party (issuer or acquirer) Easy to install at merchant/acquirer Difficult to deploy to cardholders

50 Paying by Card on the Web with 3D-Secure e-market (Internet) Issuer s page for password entry e-shop e-payment Web Browser browsing Virtual POS 3-D Secure Directory virtual cart "Issuing" Bank Card Processing Center "Acquiring" Bank Other Paym

51 3-D Secure: Issuer validates Issuer s page for password entry cardholder Preferrably: One-Time Password

52 3-D Secure: Issuer validates cardholder Fingerprint is used instead of password

53 200% increase 3D-Secure (so far) for Verified By Visa transactions (Q vs. Q3 2003) $ 5.4 billion total VbV volume, 1/1/ /9/ ,000 US-based internet retailers Millions of Cardholders Authenicated transactions: 30% of total Average VbV transaction value: $ 175 compared to $ 90 for non-vbb transactions Enrolled: 2511 card issuers and 123 acquirers Utilized by: 9000 active retail sites Agreements with: 115 technology vendors

54 bank paycenter Secure, Multi-channel Payments

55 bank paycenter Customers Channels e-shop : multi-channel winbank paycenter services payments a. Web service b. Redirection transactions Virtual POS INTERNET Call Center Credit Card Standing Orders X1x2 x45 6x7x x94 payment files ON LINE ADMINISTRATION B u s i n e s s Batch File paycenter AdminTool Online/Real-time View of Payments Single-click reversals On-demand transfers of payment files Company s Bank Account

56 bank paycenter : multi-channel payments

57 bank paycenter : Admin Tool

58 bank paycenter : Admin Tool

59 bank paycenter : Admin Tool

60 bank paycenter : Admin Tool

61 bank paycenter : Admin Tool

62 bank paycenter : Admin Tool

63 Some winbank-enabled e-shops & websites Electronics Reservations & Ticketing Books/CD/DVD Services Provision

64 Some winbank-enabled call centers Telecoms Carriers Tourism Services Provision & Subscriptions Ticketing

65 Some winbank-enabled standing order senders Telecoms Insurance Subscriptions

66 Customers (companies) WINBANK PAYCENTER Companies % % 500% 600 COMPANIE % % 400% 300% 200% ANNUAL INCREA % 100% %

67 Volume (payment amounts) WINBANK PAYCENTER Volumes % % 600% % VOLUME % % 300% ANNUAL INCREA % 200% % % 0%

68 Volumes per winbank paycenter service Volume per service type 2,3% 27,6% 7,8% 29,1% 33,2% Call Center V-POS e-shops(redirection) Instant credit Batch File e-shops(xml)

69 Contribution to Piraeus Bank s business winbank paycenter (Card-Not-Present) vs. Rest of Piraeus (Card-Present) 24,5% 75,5% Piraeus Bank (without paycenter) winbank paycenter

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71 What is winbank easypay? e-payments intermediator Allows payees to collect payments and payers to submit them to payees A virtual till, 24x7, on your PC, on your phone For companies that want to collect through alternative channels but can't or don't want to build their own services For payers that like the ease and speed of remote/self service

72 What is winbank easypay? Based on existing infrastructure and experience (internet banking, card acceptance) Universal: not only for Piraeus Bank customers (Visa, MC) Revenue Generator: acquiring commission, hosting fee Customer Acquisition: brand new service, specificusp To be integrated with internet banking (transparent access)

73 Multiple Features Multiple Business Partners Public Utilities (electricity, gas, water ) Standard Telephony (OTE, Tellas, Lannet, Forthnet,...) Mobile Phone Operators (vodafone, Cosmote, TIM, Q) Internet Service Providers (Otenet, ACN, Forthnet,...) Insurance Companies (Life, General) Banks & "Banks" (Consumer Loans, Car Loans ) Chambers, Organizations, Unions (Engineers, Doctors, Lawyers,...) Non-Government Organizations (Unicef, Greenpeace...) Micro-businesses (e.g. advance payments for rooms/hotels) Publishers (newspapers & magazine subscription)

74 Multiple Features Multiple Payment Instruments Credit Card (Visa, Visa Electron, MasterCard) Debit Card (Visa Electron) Bank Account (Piraeus Bank) Multiple Channels Internet / Web Phone (Call Center) / SMS notification of payment

75 Business Partner Categories Registered Users Entrance

76 Step 1: Select Business Partner to Pay Business Partner Selection: LANNET Category Selection: Telecoms

77 Step 2: Define payment due date Registered Users can opt for future-dated and recursive payments

78 Step 3: Enter Payment Details Direct access option: Selection: pay by card

79 Step 4: Select Payment Instrument Payment Confirmation

80 Step 4: Select Payment Instrument Option to pay via Piraeus Bank account

81 Payments Administration Registered Users can manage all their past, future-dated and recursive payments

82 Payment to Hotel (e.g. advance payment for reservation)

83 Payment to Insurance Companies

84 Payment to Publishers (newspaper subscriptions)

85 Payment to Publishers (magazine subscriptions)

86 Donation to Non-Government Organizations ΚΕΝΤΡΟ ΓΙΑ ΤΗΝ ΑΝΑΠΤΥΞΗ ΗΜΗΤΡΑ ΤΟ ΧΑΜΟΓΕΛΟ ΤΟΥ ΠΑΙ ΙΟΥ ΚΑΤΑΣΚΗΝΩΣΕΙΣ ΧΑΡΟΥΜΕΝΑ ΠΑΙ ΙΑ ΧΑΡΟΥΜΕΝΑ ΝΙΑΤΑ ΙΚΤΥΟ ΜΕΣΟΓΕΙΟΣ S.O.S. ΠΕΛΑΓΟΣ ΙΝΣΤΙΤΟΥΤΟ ΚΗΤΟΛΟΓΙΚΩΝ ΕΡΕΥΝΩΝ ΜΟΜ ΕΤΑΙΡΕΙΑ ΓΙΑ ΤΗ ΜΕΛΕΤΗ ΚΑΙ ΤΗΝ ΠΡΟΣΤΑΣΙΑ ΤΗΣ ΜΕΣΟΓΕΙΑΚΗΣ ΦΩΚΙΑΣ monachus monachus

87 winbank easypay: Admin Tool AdminTool for ΕΗ

88 MISSION :: IMPOSSIBLE e-possible?!