Real time marketing platform Based on banking behavior, web analytics and geolocation data   01.09.2015 mBank

In contextual marketing ads displays are adjusting on the go to a customer`s browsing tracks in the internet Initial set of ads covering various products Client’s Web Track Adjusted set of ads – focus on loans after detected event Login 1 2 Event detected = interest in loans Car insurance Cash loan 200 ths events monthly 3 Travel insurance Cash loan 4 Logout 5 Deposits Cash loan

EXTERNAL CONTACT CENTRES We can also execute even more precise real time x-sell campaigns enabled by CRM for external contact centres mBANK EXTERNAL CONTACT CENTRES CRM Detected Event: Paymet Rejected CONTACT WITH CUSTOMERS WITHIN A FEW SECONDS AFTER EVENTS UP TO 240K EVENTS CAN BE PROCESSED IN CRM EVERY MINUTE RTM CAMPAIGNS ARE 2-3 TIMES BETTER THAN OFFLINE CAMPAIGNS

Scenario I: Client plans holidays (1/2) mBank responds to client’s transfers within a few seconds and is able to replace the entire content of offer tiles in IB adequately to client’s current needs. Based on data provided in transfer form, mBank offers client relevant product.

Scenario I: Client plans holidays (2/2) mBank responds to client’s transfers within a few seconds and is able to replace the entire content of offer tiles in IB adequately to client’s current needs. Transfer confirmation containing travel insurance offer Pop-up message containing travel insurance offer

Scenario II: Client clicks the offer without applying for the product (1/2) mBank tracks clients activities in Internet Banking and analyzes their behavior sequences in order to identify their needs. Within a few seconds after detecting important event mBank calls the client to support the purchase process and issue relevant displays of this particular offer in Internet Banking. In Internet Banking there is a section containing our entire offer where clients can apply for our products. If the client clicks an offer and does not apply for the product, Call Center will contact him and explain benefits of the offer.

Immediate change of marketing content on the main IB panel. Scenario II: Client clicks the offer without applying for the product (2/2) mBank tracks clients activities in Internet Banking and analyzes their behavior sequences in order to identify their needs. Within a few seconds after detecting important event mBank calls the client to support the purchase process and issue relevant displays of this particular offer in Internet Banking. After client clicks the offer and does not apply for it, the marketing content in all offer tiles is changed. After client clicks the offer and does not apply for it, the marketing content in all offer tiles is changed. Immediate change of marketing content on the main IB panel. Immediate change of marketing content presented on all offer tiles in IB

Similar RTM actions are implemented in other scenarios Account balance excesses spendings Closing term deposit before its maturity date Transfer the loan in other financial institution Card blocking Approaching overdraft or credit card maximum limits Money withdrawal to another bank – we can act before the money transfer is authorized Opening account or loan in another financial institution by sending 1 PLN for account authorization Rejected card transaction, withdrawal from ATM or direct debit And many others……