USAA Asserting Multichannel Intends and Relying on Mobile Solutions
- US military personal-dedicated USAA intends to further develop its m-banking offers and propose additional distant payment services. An e-wallet is being tested by a limited number of its members for a year. The group is also positioning on m-wallets and should resort to technical specialists to launch dedicated offers.
- In November 2011, a new mobile app will be proposed to iPhone or Android devices owners among its customers. This rebuilt version of the existing app will also be made available for iPad.
- USAA is also getting involved in a P2P pilot phase with PayPal. The offer should make funds transfers to non USAA accounts possible as soon as 2012, to the detriment of cash or cheque payments (the bank is trying to reduce these volumes).
- The group is focusing on several innovating CRM aspects, including video assistance (which could be proposed in2012).
- USAA asserts its will to develop mobile banking services and payments, through relying on its customers’ feedbacks. This institution specialises in individual military customers often dispatched to remote locations on short notice: making this development strategy necessary.
- Once again, mobile solutions seem of interest for niche markets/use cases requiring dedicated offers.