Building trust with detailed, accurate transaction data
Over the past few years, the way we manage our money has changed considerably. Long gone are the days of queuing at local branches, we’re more likely to be found checking our accounts from the gym, at the supermarket, or during our daily commute. According to a recent study, 99% of Gen Z and 98% of millennials use mobile apps for day-to-day banking tasks.
But easier access to banking services isn’t just a matter of convenience it also paves the way to greater financial inclusion. “We believe that everyone, individuals and businesses, should have access to financial products and services, such as investing, credit, savings, and payments. It’s financial wellbeing, basically,” says Gin Gindre, Chief Operating Officer at Rebellion Pay.
The Madrid-based neo-bank believes that today, banking products should be affordable, accessible and focused on customer needs. To build trust, provide spending context and improve transparency, the company collaborated with Google Cloud Premier Partner Snowdrop Solutions to integrate Google Maps Platform into its mobile app.
Meeting evolving user needs with precise geolocation
“If the Covid-19 crisis has a silver lining, it’s the fact that it has broken down a lot of barriers,” Gindre explains. “Before, people over a certain age were comfortable making purchases online, but tended to be wary about actually managing their finances digitally. That’s now changing”. The team realized that in order to respond to the needs of a rapidly growing customer base they needed to reassure users and reduce anxiety around transactions with detailed, real-time information about where, when and how they spent their money.
Rebellion Pay is the first Spanish financial organization to offer geolocation features as part of its mobile app. “We seek to be as agile as possible. Customers’ needs change constantly, and we have to be able to adapt. Our users were requesting more data about their transactions, which led us to implement Google Maps Platform into our solution. As a result, we’ve reduced friction and increased all-round trust in our services,” Gindre says. Customers can now view their payments on a map showing exactly where the payment took place, rather than just an unfamiliar vendor name or merchant ID. This enables users to recognize transactions more quickly and easily, providing peace of mind and reducing anxiety about fraud.
All of Rebellion Pay’s banking services are available on your mobile phone, these include current accounts, virtual and physical cards, and online payment services. “Basically, everything you can do with a traditional current account, you can do with us,” Gindre explains. “We need to democratize finance. Many people still don’t have access to basic financial products and services. And even when they do, fees and commissions are an issue.” The company works to ensure that as many people as possible have access to its services. Rebellion Pay enables anyone with a valid ID card to open an account within minutes and offers its basic services free of charge.
Creating a frictionless banking experience
“Users are used to a very plain experience from banks. The customer has never been at the forefront of traditional banking,” Gindre says. “We’re trying to offer something different, by giving our users what they need when they need it, in an easy and simple way.”
The Rebellion Pay team worked closely with Snowdrop, whose Merchant Reconciliation System (MRS) uses the Google Places database to match raw transaction data with merchant names, logos, and location information. The app also makes use of Places as well as the Maps Static API and Geocoding API. Notifications are managed using Firebase. “The Google Places, Maps Static and Geocoding APIs enable us to display precisely when and where a transaction took place,” says Alex Sagrado, Chief Product Officer at Rebellion Pay.
Since the implementation, the company has observed a 20% decrease in the number of customer service calls. “An acquaintance was telling me about how, the other day, she panicked and locked her card after noticing a transaction she didn’t recognize on her Rebellion Pay account,” Gindre recalls. Being able to see exactly where the payment took place jogged the customer’s memory. “She was able to unlock the card straight away. In the past, that kind of situation would have meant a lot of frustration and wasted time. She would have had to call her bank, have her card blocked, query the transaction and then order a new card, despite the fact the payment was actually legitimate. Geolocation enables situations like that to be sorted out in less than a minute.”
Looking to the future by building up local businesses
“While our user acquisition stabilized over the pandemic, incoming funds have increased fivefold. That’s a great indicator for us, as it means that the trust level of our users is increasing,” Gindre explains. Rebellion Pay has several exciting projects in the pipeline. Alongside a potential international roll-out by the end of 2022, the company is currently exploring future partnerships, including the idea of integrating a loyalty programme with location intelligence. “We’re a young company, and we have to earn the trust of both our users and potential partners,” says Gindre. “Being able to say that we’re working with Google Maps Platform to offer geolocated transactions is a big plus.”
The Rebellion Pay team is also looking forward to using geolocation to promote local businesses and encourage users to make sustainable purchasing choices. “We’re thinking about how we can help build relationships between buyers and local stores while empowering users to make better decisions, and we think Google Maps Platform is ideally placed to help us with that,” says Alex.