选择最佳数字银行解决方案的5个步骤

© Oliver WymanSelecting the right digital banking solution is one of the most important decisions banks andcredit unions need to make. Those that fail to design a compelling digital experience maylose customers to direct competitors as well as to neo-banks andfintechs.While there are benefits to switching to a new and more modern digital bankingsolution, there are also risks. The potential impact on customer experience, complexityof integrations, operational challenges, and other costs make changing digital bankingsolution second only to migrating the core banking system in terms of risk. An inadequatesolution, or problems integrating it, may be immediately visible to customers.To guide banks and credit unions through the process, we explore when to upgrade digitalbanking solutions, how to select the right provider, and the path forward.WHEN TO UPGRADE YOUR DIGITAL BANKING SOLUTIONConsumer and business expectations for digital banking have increased substantially overthe last decade. For example, small and midsize businesses have a growing set of needsacross account management and control, payroll, cash flow management, and access tocredit that banks and credit unions are uniquely positioned to serve primarily with bettertechnology (see Exhibit 1).Whether a bank or credit union should upgrade its current digital banking solutiondepends primarily on how well the current solution meets its business objectives, theoverall product set, and the target audience. For example, one Oliver Wyman clientmigrated from a legacy digital banking solution provided by its core banking providerto a more modern solution to target clients with more complex business-banking needs.“ The number of digital banking solutions and providers to choosefrom has increased substantially over the past two decades. Themarketplace has grown from a limited set of simple solutionsprovided by traditional core banking vendors to a broader range ofsolutions from both core vendors and new entrants/specialists.” © Oliver WymanExhibit 1: Key pain points for big small businessesUS$5–25 million in revenue“The lost middle”Small businesses may feelcaught betweenservices/products designed for one-personbusinesses and those targeted at significantly larger businesses. This can create challengesin finding banking solutions that cater to theirspecific needs.Cash flow managementDue totight cash flow, small businesses may require tools and services to help them optimizetheir cash flow, manage receivables and payables, and forecast their financial position.Access to creditSecuring credit can bechallengingfor many small businesses when assessed on howthey look on paper. Overall, small businesses typically have a greater need for access tocredit to support their growth (for example,loans or lines of creditto fund new projectsor purchase equipment).Account managementFor small businesses, it is common for the owner or manager to have ahands-onapproach to finances. However, as the company grows, there may be a need formultipleindividualsto be involved in the company’s bank accounts. It is essential for banks to equipsmall businesses with the necessary tools for effectiveaccount management and control.Mobile banking appSince small businesses tend to be more hands-on with their finances, accessibility tofinances viamobile banking appsis critical. Use cases include flowing money betweenaccounts and receiving notifications about charges.Technology integrationSmall businesses may have a need for banking solutions thatintegrate withtheirexisting technology systems.For example, integrating with accounting software,payroll systems, or other financial management tools (for example, QuickBooks, ADP,EMRs for medical bookkeeping).PayrollDue to tight margins and volatile cash flow, small businesses frequently struggleto ensure that they have sufficient funds in their accounts to makepayroll payments.Personal relationship with the bankMany small businesses value having apersonal relationshipwith their bank and bankers.They may prefer to work withone or a few bankerswho understand their unique needs.They might also desire to see their bank have anactive community presence.Tailored financial adviceIn line with their preferences for a personal banking relationship, many small businesseshope to receivefinancial advicethat istailoredto their businesses’ needs and goals.Source: Oliver Wyman 2024 Business Banking study © Oliver WymanBanks and credit unions still using legacy solutions from their core banking vendors, suchas those with basic account balance and transaction viewing functionality, might find itparticularly worthwhile to explore their options.Exhibit 2: Key factors driving digital platform switchingDriversDescriptionAdditional functionality andtechnological advancements•Becoming increasingly important as customers demand moderndigital banking experiences that can be challenging to deliver withoutdated platforms built on older technology•Advanced features (for example, rea