New To Market from HSBC, GE and More

News and new products from First Data, GE Consumer Credit, HSBC, and many, many more payments companies.

The Clearing House Payments Company LLC‘s SVPCO-Electronic Clearing Services unit says daily average check image volume in its Image Payments Network grew 47 percent in February, surpassing one million items a day for the first time. The network processed 19.4 million items in February, a 40 percent increase over January. (Contact: The Clearing House Payments Company L.L.C., 212-613-9896)

Community Banking Systems says Sanderson State Bank, operating in the Houston, Texas area, is using its check imaging system.(Contact: Community Banking Systems, 678-781-7203)

ePassporte, N.V., based in Curacao, Netherlands Antilles, says it has a new product called DirectPay EU that allows European cardholders to move funds from their European bank accounts to their ePassporte accounts over the European ACH network. The platform is manufactured by 2000Charge Inc. ePassporte sells virtual Visa and Visa Electron cards online. (Contact:  ePassporte, N.V., 416-703-7200)

Fidelity National Information Services Inc. says Bankers’ Bank Northeast will courier its checks to Fidelity’s Massachusetts processing centers to be imaged. Bankers’ had been processing its checks at the Boston Fed before those operations were relocated to Windsor Locks, Ct. Bankers’ Bank Northeast is a wholesale correspondent bank for 150 New England community banks. (Contact: Fidelity National Information Services, 904-854-3282)

First Data Corp. says its First Data International unit will be processing MasterCards for Romania’s Credisson International, owned by BNP Paribas. Credisson has about 750,000 card holders. Separately, First Data says that Associated Banc-Corp renewed its credit card processing contract. Associated has been a First Data customer for 25 years. (Contact: First Data Corp., 402-222-6178; Credisson Int’l, 4021-312-02-20)

Fiserv Inc.’s Precision Computer Systems unit says it has a new Web-based compliance tool called PCS Bank Advisor, which was developed by Compass Group Consultants.(Contact: Precision Computer Systems Inc. 605-323-6252)

Gemplus International S.A.says Indonesia’s Bank Buana is using Gemplus’ EMV Dynamic Data Authentication cards. This is the first deployment of chip-based cards in that country. (Contact: Gemplus Technologies Asia, 65-6317-3333)

Global Payments Inc. says nine casinos in the United States and Canada have signed to use its new VIP LightSpeed cash access products. (Contact: Global Payments Inc., 770 829 8245)

HSBC – North America will be issuing a private label card for Brunswick Corp., which manufactures various recreational products, including outboard motors and boats. (Contact: HSBC – North America, 847-564-6761; Brunswick Corp., 847-735-4617)

Jack Henry & Associates Inc. says it will be offering its customers RSA Security Corp.’s Cyota Consumer Solutions authentication products. (Contact: Jack Henry & Associates Inc., 417-235-6652; RSA Security Inc., 781-515-6212)

JPMorgan Chase & Co. says it has a new prepaid debit card that speeds tax refunds to unbanked taxpayers. The money is available to the taxpayer as soon as the IRS electronically deposits refunds and is designed for people eligible for an earned-income tax credit. (Contact: JP Morgan Chase & Co., 212-270-7013)

Lowes Companys is launching a new credit card issued by GE Consumer Finance called The Project Card, which gives users a six-month project window to make as many purchases as they like without incurring any interest or required payments. (Contact: Lowes Cos., 704-758-3504; GE Consumer Finance, 203-585-6252)

NCR Corp. says Germany’s Kreissparkasse Bank will use NCR’s Personas M Series ATMs in its main branch in Koethen, Germany. NCR will also maintain all of the bank’s ATMs for at least three years. (Contact: NCR Corp., 937-445-3784)

Open Solutions Inc. says that $1.5 billion Provident Savings Bank was the beta test for Open Solutions’ new two-factor authentication product, called Security Matrix Two-Factor Authentication. Provident will be rolling the feature out to its customers in April. (Contact: Open Solutions Inc., 860-652-3153)

P&H Solutions says that $40 billion TD Banknorth will be offering P&H Web Cash Manager to its corporate customers. (Contact: P&H Solutions, 781-235-3424)

PaymentOne Corp. says is has a two-factor authentication product called the Identity Verification Service. (Contact: PaymentOne Corp., 408-362-4100)

Payment Processing Inc. says that AccountMate Software Corp. will be offering Payment Processing’s credit card processing services, operating on a platform from software developer ProgRes, to AccountMate’s customers. (Contact: Payment Processing Inc. 510-795-4988; AccountMate Software Corp., 415-883-8873)

Paymetric Inc., says it’s expanding its business relationship with CyberSource Corp. The companies will be offering their respective customers Paymetric’s Web-based payment portal, and CyberSource’s card processing platform. (Contact: Paymetric Inc., 713-895-2066; CyberSource Corp., 650-965-6000)

Qpass says it’s expanding its five-year business relationship with Cingular Wireless. Qpass, which operates Cingluar’s mobile payments operations, bought the assets of First Data Corp.’s Encorous mobile payments platform last year. Now Qpass will power Cingular’s third-party, off-portal business, including merchant management, billing, and subscription management. (Contact: Qpass, 206-267-2023; Cingular Wireless, 404-236-6321)

SVC Financial Services Inc. says it will be using Cardmarte Inc. to process its Scoot Mobile Money product, a cell phone-based, prepaid, re-loadable ATM card. (Contact: SVC Financial Services Inc., 866-370-9600; Cardmarte Inc., 818-325-9925)

U.S. Bank has adopted the Universal Payment Identification Code, or UPIC, which was developed by The Clearing House Payments Co. The UPIC lifts ACH-based payments information from a trade document in a way that allows the information to be processed and re-inserted in the document without revealing the payer’s banking information. (Contact: U.S. Bank, 612-303-0733)

VSoft Corp. says that Integrated Media Management is integrating several of VSoft’s check imaging products into Integrated’s TotaleReceipts software package. (Contact: VSoft Corp., 678-781-7232)

E*Trade Looks for Investment Funds at Logout

The best time to grab the attention of your online banking customers is immediately after they log in. Many financial institutions post offers and important information on a "splash screen" shown to customers before they see their account info. PayPal has been especially active in this area, placing new info in front of users every month or so for the past four years.

Etrade_logoff_offersWhere’s the second-best place to position an offer to online banking customers? In our view, it’s the screen displayed after successfully logging out. At that point, customers have completed their tasks, but you still have their attention as they wait to see that they’ve successfully ended their session. Last month, we looked at Bank of America’s preapproved credit card offer at logout (NetBanker Feb. 23).

E*Trade is another financial institution using the logoff-screen real estate effectively. Today, they displayed two offers designed to attract additional customer assets to the bank (click on inset for a closeup):

  1. Free one-year subscription to MorningStar’s stock-information service ($135 value) for transferring $20,000 or more into a new E*Trade Complete Investment Account (see the landing page below)
  2. 4.4% teaser rate (good for three months) for deposits into the bank’s Money Market Account. New customers earn the rate on any deposit amount, existing customers must deposit $25,000 or more to earn the special rate. After three months, rates revert to the normal, 3.6% for $50k or more or 2.75% for $5k to $25k (see the landing page below).Etrade_morningstar_offer

MorningStar offer landing page >>>

4.4% APY offer landing page>>> Etrade_logoff_mmda

JB

Improving Your Website’s Welcome Message

When your customer makes a significant purchase or signs up for online banking, make sure you take the time to send a well-designed welcome/thank-you email message. It not only helps make a good impression with your new customer, but also can pay for itself by decreasing telephone inquiries about the status of the new account. The message can also be used for SUBTLE upselling, such as a balance transfer offer for new credit card accounts.

Dell’s Welcome Message

Dell_welcom_mainToday we received this message from Dell thanking us for purchasing a new PC. Even though we’ve been frequent Dell buyers for years, they are not taking us for granted. The welcome message includes friendly graphics and a short welcome message with an embedded link to the "order status" page (click on inset left for a closeup).

The bottom of the message, which requires scrolling for most users, contains Dell_welcome_bottomkey information for future use such as serial number, customer number, support numbers, rebate info and so on. There is also a link to purchase add-ons (click on inset right for a closeup).

Click here to download the entire email message on one screenshot.

JB

Outsourced Rewards Program for Online Banking

BankingbonusIncreased competition, both online and at the branch level, has forced banks to consider a wide range of strategies for customer attraction and retention. One such strategy developed by Rennhack Marketing Services (RMS) <rennhack.com> leverages current technology to supercharge the old-fashioned free toaster concept.

In recent years, many banks have tempted consumers to open new accounts by giving away iPods, DVD players, and even free travel or cash incentives. While effective at bringing in new accounts, there seems to be less evidence to suggest that this approach does anything for customer retention over the long term. The RMS Banking Bonus program is intended to boost business and increase retention by rewarding both customers and employees for a range of activities.

First, each time an employee signs up a new customer, that employee is awarded points on the online system. By logging in to the RMS website, the employee can redeem their points online for gift cards, merchandise, or other services. Points are also awarded to employees for a range of business-generating activities, such as helping an existing customer apply for a credit card or open additional accounts.

Second, an additional and perhaps more powerful aspect of the program is that banks can also offer the same incentives to new or existing customers. By awarding points for enrollment in add-on services like direct deposit or automatic bill pay, banks can streamline service delivery and increase customer retention in one fell swoop. As an added bonus for customers and banks alike, participants can also win points by referring family and friends to open new accounts. In support of these initiatives, RMS offers banks a customizable online interface as part of the Banking Bonus system that can be bank branded for both customer and employee use.

RMS offers a large variety of products and consumer brands meant to provide the strongest incentives. Over 380 brands are represented in the system. Merchandise, gift cards, and “personal leisure rewards” from companies like Callaway Golf, Godiva, Dell Computer, and Walt Disney World are currently available to participants in the program.

Expect M&A to Stir the Pot in 2006

Dust off your resumes. Companies large and small will be embracing or fending off suitors this year, and since merger-and-acquisition (M&A)activity always means staff consolidation—also known as layoffs—some of the biggest beneficiaries of such deals will be outplacement firms and headhunters.

There’s plenty of money around to make this happen. Private equity firms have identified payments as an area ripe for their attentions, in part because the sector offers their investors predictable and recurring revenues, but also because it has high organic growth rates and, aside from a handful of giants, many small firms that can be picked up cheaply.

“Private equity companies pulled in something like $111 billion for this year, and they’ve got to use it somewhere,” says Richard X. Bove, a banking analyst with Punk Ziegle & Co. “They have to buy a lot of things, and a lot of big things, and they have to put that money to work.”

Another reason for accelerating M&A activity: Payments is a commodity business so competitive that almost the only way to grow is to buy companies for their customers. And larger, established companies need to grow, or suffer the wrath of Wall Street. That combination will prove deadly this year to attractive targets.

When they do put that money to work, expect long-established company names to disappear, along with many of their jobs. “They have to add value, and add value quickly, and since they don’t know how to build businesses, they strip them, so there will be a lot of pieces (of acquired businesses) available if they buy them,” says Bove.

There were 113 closed acquisitions of various sizes last year, according to Mercator Advisory Group, and while Mercator has no estimate of the dollar value of those deals, it expects the pace of this year’s M&A deals to be brisk in the payments space—especially those originating from private equity funds, which find such deals relatively easy to sell to their investors.

“They have a hard time finding businesses that have recurring and predictable revenues going forward, and payments companies are like that, so even if the growth rate (of individual companies) isn’t what it used to be because of the maturation of the industry, private equity firms are interested,” says Evren Bayri, who tracks deals as director for the company’s credit advisory service.

Predictable, recurring revenues play a useful role in smoothing investment results, an important quality for organizations like pension funds, which need reliable revenues to fulfill obligations to their pensioners. That smoothing effect is widely considered to be one reason Morgan Stanley decided to hold on to, and grow, its Discover Financial Co. unit, even if its performance trails its competitors.

This year’s deals may be largely emerging from private equity firms, but that’s hardly to say all those deals will be small; last year, a consortium of private equity groups bought IT giant SunGard for a reported $10.8 billion. Also last year, Texas Pacific Group and Thomas H. Lee Partners, both private equity investors, invested $500 million in Fidelity National Financial Inc.’s Fidelity Information Services unit, following a failed attempt to raise several billion dollars intended to buy the whole company. Later last year, Fidelity merged the unit with Certegy, effectively spinning off Information Services and, in what was widely viewed as a side-benefit, diluting the holdings of Texas Pacific and Lee, while giving them an exit if they wanted one.

Private equity-financed deals aside, expect some really big, traditional corporate M&A deals to make headlines this year, says Bove. Think J.P. Morgan Chase & Co. buying First Data Corp., he says, or Marshall & Ilsley Corp. spinning off Metavante.

First Data, thinks Bove, may sell itself off piece by piece and distribute the proceeds to its shareholders. There’s some indication this may occur: On March 7, First Data Inc. sold its BidPay.com unit to CyberSource for $1.8 million in cash—an admittedly tiny deal, but one that may promise more to come. But in his opinion, it’s more likely that Morgan/Chase will buy it.

“I’m convinced that Heidi Miller is going to do the next major acquisition—she took control of that operating division to prove she could run a company, and she’s proved it—and First Data would be right up her alley” because First Data would fit into Chase’s plans to dominate the payment processing space, says Bove.  Miller is a Morgan/Chase executive vice president, and ceo of its enormous Treasury & Securities Services unit. First Data and Morgan/Chase say they don’t comment on market speculation.

As for Metavante: Bove has long thought that Marshall & Ilsley needs to spin off its payments unit in order to realize its value. “M&I has reached the point where they can’t get the overall holding company stock to go higher, and I think the only rational solution is to spin out Metavante, which they tried to do before,” he says. Marshall & Ilsley says it has no plans to spin off the unit.

One other possibility for a big deal this year? Bove expects Mellon Financial Corp. to beef up its large and well-regarded payments business this year through acquisitions.
“I think Bob Kelly (Mellon’s new CEO) was put in place for the purpose of expanding that business through acquisitions,” says Bove. Mellon denies this, saying that “Bob Kelly’s focus at Mellon is on organic growth.”

Such headlines will be flashy if they appear, but the most disruptive force on day-to-day life in the payments space is more likely to be smaller, less ostentatious acquisitions by private equity firms or the companies they invest in, intended by those shops as the kernels of new businesses, built around newer technology and innovative business models.

“The whole idea is to make a small-margin business into a wide-margin business,” says Andrew Dresner of Mercer Oliver Wyman. “What (acquirers) are looking for is a scalable model, where if you add volume, you increase your margins.”

Payments has those characteristics, says Dresner, because the underlying payments sectors have high growth rates in and of themselves—whether individual companies are matching that growth or not—and because the areas with the highest growth rates are still the domain of relatively small, innovative companies.

“That offers opportunities to do rollups,” he says. “You buy a pretty good company, and use it as an acquisition engine to pick off a lot of small companies. So you turn a small company in a high-growth industry into a big company in a high-growth industry; they’re not looking at these companies for what they have on the table today.”

One such suspect: Pay By Touch, which has attracted $320 million in new investment capital since last September—much from private equity funds—for its biometrics-based payments model. The company says it’s using that money to, among other things, grow by buying customers.

Last year, for instance, Pay By Touch bought 120,000 merchants when it acquired the assets of CardSystems Solutions late last year for $47 million in cash and stock. And in January, it closed on an $82 million acquisition of Bio-Pay, a former competitor with more than 2 million customers.

Companies like Pay by Touch may be the beneficiaries of this phenomenon, but the companies they buy are not. “If it’s a vendor play, and they’re buying a smaller company with similar technology for its customer base, I certainly see people losing jobs,” says Bayri. Even in the case of a real merger, with both parties bringing something to the table, he adds, “You see engineering jobs being cut as they consolidate the R&D staff; then they beef up the sales staff.”

The companies doing the buying—or financing it—really shouldn’t be blamed for any job losses, though, even if they are the agents of it. It’s more in the nature of business:  The private equity companies, for instance, are under pressure to perform financially, so following an acquisition, they typically begin by claiming they are returning the acquired firm to its core competencies.

As a practical matter, however, they begin laying people off, avoiding new investment in areas like research and development, and selling off subsidiaries. “They strip down the company, eliminate the costs, and make it look profitable in the short term,” says Mercator’s Bayri.

Such activity isn’t common yet, but he expects it will, if more private equity firms enter the fray; in the last year, Bayri says most M&A activity was “mostly bigger players buying smaller players, or vendors buying specific products that target specific segments.” Likely sectors: Mobile payments, health care payments, micropayments, stored-value cards, and e-commerce generally, says Dresner.

When the dust settles, the result will be mushrooming companies apparently coming out of nowhere to dominate their niche and eventually get very big. “The forces for consolidation in payments are enormous,” says Dresner. “It’s a scale business with a heavy technology business, so they all go down that path, be it merchant acquiring or PIN debit or what have you.” (Contact: Punk, Ziegel & Co., Richard Bove, 727-545-0505; Mercator Advisory Group, Evren Bayri, 781-419-1700; Mercer Oliver & Wyman, Andrew Dresner, 646-364-8444)

Capturing the Blog Buzz about Prosper

Prosper_blogger_listings If you’ve got it, flaunt it. Or so the saying goes.

In an online financial services first, newly launched person-to-person loan marketplace Prosper (Netbanker Archives) includes an "In the Blogs" section in its online Media Room. The link, positioned between the traditional "In the News" and "Press Releases" sections, allows users to easily read about the company in pre-selected online blogs (click on inset for a closeup).

This provides much more material to view than the three news articles and single press release the 3-week-old company has posted. The company has control over the content; so don’t expect to see links to any ProsperSucks blogs down the road. 

For Prosper, the blog links provide several benefits:

  • Several are authored by Prosper group leaders, so they contain ongoing encouragement for the lending exchange
  • The newness of their business model provides good fodder for inclusion in wide variety of blogs
  • They are too new to have much negative talk in the blogs

Action items
Most financial institutions receive little press play, there just isn’t that much newsworthy in the daily battle to sell and service deposit and loan accounts. However, if you are well received in your community, you may be receiving good feedback from local bloggers. Linking to these posts could be a valuable addition to your "About Us" section.

–JB

Making Online Retail Error Messages Standout

Dell_error_msgOnline retailers, including financial institutions, routinely find that 50% to 90% of shopping carts or in the case of banks, product signup forms, are abandoned.

Many of the reasons are out of your control: the customer changed their mind, didn’t like the price/terms, or the boss just walked in.

One important variable you do control is the feedback provided when the user makes an input mistake. The best practice is to show errors in red along with detailed instructions on how to fix each missing or incorrect field.

But sometimes, with small fonts and multiple error messages, even these messages get lost, forcing the customer to abandon the application out of frustration.

Contrast that to Dell’s approach. If you type the wrong password, a large red warning sign is returned right in the password-input screen (see inset). This is one error message you absolutely cannot miss.

JB

Supreme Court Ruling Just Another Factor in Interchange Suits

A unanimous U.S. Supreme Court ruling this week that the parties to joint ventures aren’t engaging in price fixing as long as the joint venture itself is competing in the open market is unlikely to derail the many class action lawsuits over interchange being fought in Federal court.

Continue reading “Supreme Court Ruling Just Another Factor in Interchange Suits”

Federal Reserve Bank Introduces FedLine Direct

The Federal Reserve Banks are launching FedLine Direct, an Internet-based replacement for their current computer interface channel geared for institutions with high transaction volumes.

FedLine Direct gives such firms automated Fed payments services. The Fed is testing a pilot program now with unnamed banks, and expects a rollout later this year, initially with FedACH Services, Fedwire Funds Service and Fedwire Securities Service.  Check and Accounting services will come at a later, unannounced date. Most customers are expected to switch over in 2007 and 2008.

Continue reading “Federal Reserve Bank Introduces FedLine Direct”