Best Digital Banking Platforms

What are Digital Banking Platforms?

What Types of Digital Banking Platforms Exist?

What are the Common Features of Digital Banking Platforms?

What are the Benefits of Digital Banking Platforms?

From automating tasks to tracking financial activities, digital banking platforms do it all. In addition, they save time, are accessible and efficient, optimize resources, and improve customer relationships. Key benefits of the best digital banking software include:

• Accessibility and convenience: Digital banking platforms allow round-the-clock accessibility, unlike brick-and-mortar banks with fixed service hours. These platforms provide the convenience of mobility, handiness, and ease of access to carry on any financial transactions on the go while providing facilities and features such as auto-debit, UPI payment solutions, and quick merchant payments as payment gateways.
• Robust security measures: Digital banking software and platforms prioritize data security and protection through advanced encryption, multi-factor authentication, and real-time fraud detection. These features instill confidence in customers by protecting and safeguarding their financial information and personal data, reducing the risk of cyber threats.
• Enhanced customer engagement: Data-driven personalization, called hyper-personalization, improves customer experience. User-friendly interfaces, customizable dashboards, self-service options, and convenient financial engagement improve customer interactions and digital engagement while fostering trust and streamlining business cross-selling opportunities.
• Global accessibility and integration: Improved cross-border transactions and global financial accessibility benefit international banking services. Globalization and seamless integration with third-party financial tools and services help customers manage their entire economic ecosystem with an omnichannel and one-stop solution.

Who Uses Digital Banking Platforms?

As physical branches become obsolete, more entities are moving towards digital banking. Some of the personas who use these tools are:

• Individual consumers: Individual consumers (banked and unbanked) use digital banking to manage their accounts, make P2P payments, pay bills, transfer funds, and access investment accounts. Managing personal finances on a finger tap has made digital banking popular and financial services more accessible.
• Businesses and merchants: Mobile cheque deposits, minimum overdraft fees, reduced interest rates, and efficient transactions have attracted businesses and merchants towards digital banking platforms. Small businesses, large enterprises, and proprietary merchants utilize these platforms for payroll processing, monitoring and managing cash flow, making supplier payments (via accounts payable automation), and handling other business finances.
• Investors and traders: Third-party integrations of financial tools have made digital banking platforms a complete ecosystem. Several digital banking tools provide facilities to manage investment portfolios, access stock markets, allow wealth management, and make trades or investments. As the trend continues, the elderly, tech-savvy people, international travelers, entrepreneurs, students, startups, and freelancers with mobile phones can access digital banking platforms.

Digital Banking Platforms’ pricing models

Understanding the pricing models of digital banking platforms is crucial to aligning costs with operational and financial strategies. Here are some common pricing models:

Subscription-based model

This pricing model charges a recurring fee, either monthly or annually, based on the number of users. It offers predictable costs and often comes with customer support and regular software updates. Institutions can scale up or down as their user base changes, aligning costs with usage patterns.

Per-transaction pricing

Costs are determined by the volume of transactions processed through the platform. This model suits organizations with variable transaction volumes, aligning costs directly with business activity. Savings during low-transaction periods are normal, but costs may increase during peak times, which should be foreseen using the right budgeting and forecasting tools.

Tiered pricing

Offers different levels of service at increasing price points. Each tier typically provides a set of features, from basic functionalities to comprehensive packages with advanced tools. This model provides flexibility for institutions to upgrade as their requirements evolve or as they grow.

One-time license fee

Some platforms offer a one-time fee for a permanent software license. While this can appear as a large upfront cost, it eliminates ongoing subscription fees, making it a cost-effective option in the long term. However, it may exclude regular updates or require additional upgrades and technical support fees.

Revenue share

In this model, the provider receives a percentage of the bank's revenue from digital banking services. This aligns the provider’s incentives with the institution's success, fostering a collaborative relationship. However, institutions must carefully assess the potential cost implications if digital banking revenue scales significantly.

Freemium model

Platforms offer a basic set of features for free, with premium features available at a cost. This model allows organizations to test the platform's core functionalities before committing financially. Institutions can opt for premium features that support more complex demands as needs grow.

Challenges with Digital Banking Platforms

Every software platform comes with its own set of challenges. A few of the key challenges include the following: 

• Customer education: Educating customers about the platform's usage is essential in a digital world. Several banking customers tend to lose their money to fraud and mistaken transactions due to a lack of awareness. Some customers remain hesitant to fully embrace digital platforms due to concerns about data privacy, technology glitches, or a lack of familiarity with digital banking tools. Hence, it is vital to maintain trust and educate customers regarding each feature, product, and service of the platform while demarcating its pros and cons.
• Cybersecurity vulnerabilities: With massive digital transactions, traditional fraud or scam monitoring services must catch up to the modern cybersecurity challenges that banking institutions face. As these platforms handle sensitive financial information, robust security measures are imperative. Implementing cutting-edge encryption, multi-factor authentication, and continuous security updates is essential for risk mitigation and maintaining customer trust.
• Regulatory compliance: Digital banking is new and quickly evolving, making it challenging to keep up with constantly updating regulations and compliance measures. Adhering to stringent compliance requirements across geographies and jurisdictions demands significant resources and expertise. Failure to meet these standards can lead to legal penalties, reputational damage, and operational disruptions. 

How to Buy Digital Banking Platforms

Requirements Gathering (RFI/RFP) for Digital Banking Platforms

For the product to align with the customer’s needs, buyers must consider vendors who offer the following functionality:

• Facilitate delivery of multi-channel digital banking services
• Offer built-in customer service and engagement features
• Handle loan and non-loan-related product delivery
• Provide pre-built integrations with existing third-party systems and tangential financial services solutions

Compare Digital Banking Platform Products

Create a long list

When creating the long list, the buyer must take into account factors such as the intended target market, the variety of banking features available for financial transactions, desired services to be provided to consumers, the platform's regional regulatory compliance, customer experience, access to third-party integration tools, and other attributes in alignment with their customer base and industry functionalities. 

Create a shortlist

After careful consideration, each vendor's offerings should be strictly categorized, which will help to create a shortlist. 

Matching customer desire with platform features is crucial to reducing the funnel to fewer vendors. According to G2, it's a good idea to have a minimum of 8 to 10 vendors who have been shortlisted based on their offers, client reviews, digital banking experience, and price (which is displayed on the website before negotiation). 

Technology review platforms such as G2.com provide unbiased reviews and different comparative perspectives on the software platform. 

Conduct demos

A digital banking platform would often be adopted by a bank (to shift from the traditional banking model) or a fintech company (to provide financial services). 

Therefore, these entities act as buyers who must have the initial look and feel of the platform before white labeling an existing product from the vendor or creating a platform from scratch specifically designed to meet the needs of the bank or a fintech company. This enables the buyer to ensure that the solution answers the buyer's needs and to assess employees and users for ease of use.

As it is a testing phase, this can help identify potential threats, loopholes, and glitches in the software platform. It also gives a clear business plan for the software implementation, product milestones, and schedule during the platform's development, testing, and go-live phases.  

Selection of Digital Banking Platforms

Choose a selection team

Considering a digital banking platform to be a shift from the traditional banking model or a fintech company, the selection team shall consist of:

• The managing director and board of directors
• Chief operating officer for allocating resources to organize the new model.
• Chief risk and compliance officer for monitoring risk and regulatory compliance as banks are sensitive and should adhere to many rules and regulations.
• Head of investments or chief investment officer (sometimes the financial manager) for monitoring risks, returns, and finances for such significant investments.
• HR head for working on internal changes associated with bringing a new business unit into a banking structure. 
• Business units and account heads, from lending to investments to savings, must be consulted on the viability of the digital banking platform against the current business model.

Negotiation

Negotiating the purchase of software involves a structured three-step process:

• Preparation: Begin by outlining requirements for the top three software vendors and detailing software specifications. This initial step allows vendors to offer cost estimates for the entire product, often called the first offer.
• Bargaining: Every software implementation needs bargaining based on additional features and facilities from the vendor for the setup process and post-software product sale.
• Closing: After discussions with vendors regarding features, workflows, and best practices, the vendor presents the final offer. The buyer's decision is based on a comprehensive evaluation of the top three vendors, considering pricing, vendor reputation, size, and capabilities, especially if a long-term partnership is sought.

This structured negotiation approach ensures a well-informed and strategic decision in acquiring software products, optimizing the potential for a successful and mutually beneficial partnership.

Final decision

The buyer will utilize the digital banking platform as a crucial instrument and cornerstone of day-to-day business operations.

Therefore, the managing director with the board of directors, along with the rest of the selection team mentioned above, will make the final decision while considering the reviews, recommendations, and suggestions of the platform's alpha and beta testers, who are quite often the bank's customers and employees.

How to Implement Digital Banking Platforms

The successful implementation of the best digital banking platforms requires a seamless transition and effective integration into current systems. It involves the following steps:

Needs assessment

Begin by comprehensively analyzing current banking processes to identify specific needs. This involves evaluating existing operations and pinpointing inefficiencies that a digital system could address. Clearly define the objectives and expected outcomes of the implementation to align the platform with business goals.

Platform selection

Carefully select a digital banking platform by comparing vendors based on critical factors such as user interface, scalability for growth, and security features. Make sure the platform complies with all relevant industry regulations and involves key stakeholders to gain insights and approval across departments.

Implementation planning

Develop a detailed implementation strategy with a realistic timeline and resource allocation plan. Collaborate closely with the chosen vendor to set up the necessary infrastructure and ensure integration with existing systems. Customization may be required to tailor the platform to specific institutional needs and iterations.

Testing

Conduct in-depth testing to verify the platform's functionality, security, and reliability before full deployment. This includes performing system testing to check the operations of all features, security checks to safeguard against vulnerabilities, and user acceptance testing (UAT) to obtain feedback from end-users.

Training and education

Implement a robust training program for employees to familiarize them with new digital tools and processes. This may include workshops, manuals, and online resources. Simultaneously, communicate effectively with customers through multiple channels to inform them of new features and how these changes enhance their banking experience.

Support and feedback

Establish comprehensive support mechanisms to assist users when issues arise, ensuring quick resolution and minimal disruption. Implement a feedback loop to gather user input, refining the digital banking experience continuously.

Digital Banking Trends

• Artificial intelligence and machine learning: Banks are implementing AI and ML to enhance customer experiences by providing personalized services, predictive analytics, and AI chatbots for customer support. These technologies also enable efficiency in decision-making processes, helping banks offer tailored solutions to meet diverse needs.
• Open banking and API integration: Open banking allows third-party developers to build applications and services around a financial institution's data. Through API integration, banks can seamlessly connect with fintech solutions, broaden their services, and provide enhanced online experiences.
• Mobile-first banking solutions: Banks prioritize mobile-first strategies to provide customers with convenient and comprehensive banking experiences. This includes mobile banking apps with features like mobile payments, account management, and instant notifications, delivering banking services on the go to customers.

Researched and written by Samarth Bhat