New Product Preview:

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• New Product Preview
• Retail Deposit Web Sites

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Retail Deposit Research Agenda

• Opening accts online
• E-statements/transactions
• Privacy security
• Access integration
• Account aggregation
• Account summaries
• Bill pay presentment
• Email address database
• Email alerts

• Paper suppression
• Mobile devices
• Email confirms
• CS functions
• Cross-sell marketing
• Linkage features
• Secure messaging
• Online enrollment

Grey Owl Newsletter deposit version
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Research Coverage 26 Leading Deposit Gatherers

• American Express
• Bank of America
• Bank of New York
• Bank One
• BBT
• Capital One
• Chase
• Citibank
• Citizens/Charter One
• Comerica
• Discover
• ETrade Bank
• Fifth Third

• HSBC
• ING
• KeyBank
• National City
• NetBank
• PNC
• Sovereign Bank
• SunTrust
• US Bank
• Wachovia
• Washington Mutual
• Wells Fargo
• World Savings

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Our Service Includes

• Research Reports based on our real tests/access
• Grey Owl newsletter for DDA
• Call-in, ad hoc inquiry
• Conference coverage
• Directory of screen clips and emails

Schedule

• Accounts obtained already
• First Report available Online Applications
• Second Third Underway
• Taking orders now intro offer through this year.

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4 CRM Approaches

• Stand-alone site, different - many cards,
  not-so-many deposits e.g. Citibank
• Different logins same look n feel, e.g. Bank
  One
• My accounts lead-in rides above separate
  card/DDA sites functions/data different, e.g.
  Chase
• Squeeze cards DDA into the same site, tabs,
  menus, some differences e.g. Wells, B of A

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Some Credit Card DDA Website Email Differences

• DDA - No monthly payment required
• DDA - No delinquency, less credit control
• DDA - More bill pay, account aggregation
• DDA - More channels accessing account linkage
  (overdraft)
• CC More marketing emphasis shop portals,
  rewards
• CC More acquisition activity
• CC More co-branding issues

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Debit Cards No Online Disputes or Sales Slips
Requests
Source Bank of America, March, 2004
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Key Research Issues

• What has been/will be the Patriot Act effect?
• How much do branch-based data structures
  thinking obstruct online workflows?
• Can regional players make online workflows
  effective nationally?
• Can self-service work with more
  complexity/options?
• Online effect of mergers.
• What functions are needed?
• Whos ahead and behind?
• What are the trends and events?

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Review Online Deposit Applications Report D1

• Patriot Act creates ID/other questions
• Workflow Patterns Improvements

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Banks Offering Online Deposit Applications
NB Multiple apps may exist within a box
Source LRG Report D1, May, 2004
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World Savings Outlines Patriot Act
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USBank Version of Patriot ActBeyond ID
Does the answer Influence the application?
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Different Questions Source of Funds
Source National City, May, 2004
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Unusual Question Foreign Wires
Source Wells Fargo, May, 2004
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Next Unusual Question Non-Citizen Political
Figure
Source Wells Fargo, May, 2004
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Ridiculous HSBC Questions
Purpose
Income source?
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More HSBC Foolishness
Seven Questions
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Longest Market Research Drop Menu Ever How Did
You Hear About Us?
Source NetBank May, 2004
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Deposit Apps Online Workflow Overview

• Existing client/account?
• Which state?
• Cross-sell accounts/features/linkages
• Approval/rejection
• Signature card follow-up

More Steps
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Online Deposit App Process Outliers
Feature

Banks
NB BBT no online deposit application at all
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Paper Suppression at Sign-up!!
Source NetBank May, 2004
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Improved Workflow App Listat Chase
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Requiring Two IDs at Citi
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Stuck in Branch Workflows/Info
Source National City, May, 2004
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Geographic Mania Customer Does the Work
Source KeyBank, May, 2004
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Online Part of the Productat Fleet
But, what do they do with this info??
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Cross-selling More Accountsat Wells
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Adding PIN During App!
NetBank, May, 2004
PNC, May, 2004
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KeyBank Doesnt Need Your Money, Thank You
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Real Time Rejection of ACH Funding
Source USBank, May, 2004
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Online DDARejections
Source US Bank, May, 2004
Source Wachovia, May, 2004
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Example of a Credit Redirect
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Viewable Online Quickly

• 2 days
• Account

Source NetBank May, 2004
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Print-out Signature Cards are Obvious
Source Citibank, May, 2004
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Difficulties After Online Applications

• Comerica Address on license did not match
  application address
• Bank of New York Address change prevents
  mailing checks and check card for 90 DAYS
• Wachovia New account number provided during
  application process was not a valid account
  number, initial deposit returned. Same account
  number given by customer service during
  reconciliation
• KeyBank Online enrollment requires the
  user-selected card PIN subsequent to the issued
  card PIN can only be done at a Key ATM

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Thats All Folks!