NTT Docomo Financial Group and Docomo SMTB Net Bank held a small press briefing at the Docomo Shop Marunouchi branch on August 21st. From the same day, the two companies will begin support at the Docomo Shop, which is provided by Docomo SMTB Net Bank for individuals and allows individuals to open an account with Docomo Bank and make various settings on their smartphones for free.
With the exception of ``banners'' that can be seen from the outside as support stores, the 196 stores that were initially eligible for support began installing in-store notices in conjunction with the start of the service. In order to make it easier for customers to notice the store, special posters are posted in places where customers can easily see them, such as the mobile phone display booth and its edges.
Both companies aim to realize the policy of ``bringing easy finance into everyone's hands.''
At the start of this new initiative, NTT Docomo Financial Group President Takashi Hiroi gave a speech at the briefing, saying, ``The integrated digital financial service has finally started.We will provide a total digital financial service by linking payment, banking, securities, insurance, etc.'' Mr. Hiroi explained that core banking services are extremely important because once a payment is made, cash needs to be allocated, which can be deposited into time deposits, and the surplus can be used for investment or insurance purposes.
In developing a comprehensive range of financial services, Mr. Hiroi believes that physical stores such as Docomo Shops, which are open all over the country, will be a powerful channel to support users who are unfamiliar with digital technology.
Mr. Hiroi said, ``Many general users find it difficult to use digital services alone.Especially in finance, we need a sense of security and understanding, but in our stores we have staff who have acquired customer service skills through mobile services.By explaining things from the customer's perspective and resolving questions on the spot, we can provide a sense of security.This is something that cannot be replaced by digital services,'' highlighting the strengths of face-to-face support.
We have carried out various training sessions for shop staff to increase their proficiency.
In order to realize face-to-face support at stores, which Mr. Hiroi cites as a strength, the company is rapidly building and educating staff at actual stores.
In order for users to complete procedures at the store without any problems, Docomo Shop Marunouchi store manager Yasuo Sugino said, ``In addition to acquiring knowledge about Docomo's banks and how to provide guidance to customers, we also provide information on compliance and management. We have gained familiarity with the content of cooperation with the services provided by NEX Securities through various training sessions.We have built up a system that allows us to closely interact with each customer and respond to them."
This staff training was attended in advance by all staff at licensed stores that provide support, including franchise stores. Regarding the specific content of the training, an NTT Docomo spokesperson said, ``The training period is not three or four days, but it takes a certain amount of time.It's not just about pressing buttons, and there are some parts where it's easy to make mistakes, so we prepared videos and text for the training.''
In addition, Docomo SMTB Net Bank President Noriaki Maruyama said, ``As a bank, we will create a Docomo Shop support team of several dozen people to support all stores.We will be able to fully realize the agency franchise management know-how that we have cultivated through mortgage loans.''This will create a system in which stores and banks will work together to ensure the quality of support.
Propose financial services based on d card
Regarding the specific flow of proposals at stores, a DoCoMo spokesperson said, ``The basic flow is with the d Card.The d Card gives you a 10% point return when you pay communication charges, so we have been offering it together as a great deal for a long time.There are a certain number of people who would like to create a new account for the withdrawal, or if they don't have an account they can create a new one, so that will be our main focus.''
Furthermore, ``We do not plan to hold specialized courses on banking at the Docomo Smartphone Class.''
In line with these proposals starting with the ``d Card,'' the two companies have created a ``Docomo Bank Debit Benefit,'' which allows users of Docomo banks and d Cards to accumulate d Points. This benefit gives users points when they debit their d Card usage fees from their DoCoMo bank. The benefits are limited to users who have accounts at multiple branches designated by the bank, such as the Strawberry Branch, Grape Branch, and Mikan Branch. Additionally, from August 20th, Docomo began offering a link function between banks and ``d Account''.
Will personal information be leaked at the open space counter?
While there are great benefits, when users receive support at a store, they are handling sensitive information such as money, and there are concerns about privacy, such as the possibility that other users may find out the procedure details and personal information.
The store will not create a special separate booth or partitioned space exclusively for bank support. Regarding consideration for privacy, a Docomo spokesperson explains, ``This is not limited to banks.From a privacy perspective, on the other hand, mobile phones ask everything from address to information, as well as information such as My Number.For this reason, we do not show the basics, such as PIN numbers, and we also communicate in writing.We are already conducting operations with consideration for privacy.''
We are confident that we can grow to a scale comparable to that of megabanks.
Now, let's take a look at how much growth and future they are envisioning with the start of face-to-face support.
This initiative has enormous significance in expanding digital financial services. Mr. Maruyama expressed his expectations, saying, ``Being able to offer our services at Docomo Shop is a huge leap forward,'' and reveals that he once achieved growth in the mortgage loan business by utilizing a brick-and-mortar store network.
Furthermore, he analyzes the issues by saying, ``The overwhelming power of realism. We have grown because of the overwhelming power of realism, with 5% online and 95% physical.Of course we are superior in digital, but we have real experience of growing to a scale that exceeds that of a megabank by combining the power of realism.On the other hand, until now, we have not been able to develop realism with deposit accounts.''
By applying this real power to acquiring deposit accounts, Docomo SMTB Net Bank expects to rapidly expand its business. ``We are confident that by expanding our business through Docomo Shops, we will be able to grow to a scale comparable to that of megabanks. Judging from the current state of negotiations, we have a feeling that we can expand to 1,500 stores in about a year and a half,'' Maruyama said. The number of supported stores will start from 196 stores, and plans are to expand to 1,000 stores as soon as possible, but the company is looking to expand at a pace that exceeds its initial goal of increasing the number to over 1,500 stores within five years.
In order for users to actually receive support that is expanding across the country, advance reservations are required. Users can make reservations through a dedicated website, and on the day they will need to bring their own smartphone and one form of identification, such as their My Number card or driver's license. Regarding future service development, Mr. Hiroi said, ``Docomo's banks will now start providing functions that collaborate with Monex Securities.''
