Case Analysis: Bank of America: Mobile Banking Essays

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Case Analysis: Bank of America: Mobile Banking

Company Overview:
Bank of America is the largest US bank founded in 1904, it has expanded through several acquisitions. By the end of 2009, Bank of America was the market leader serving 82% of the US population and over 53 million customers. They are positioned as number one in online and mobile banking. Their mobile banking services were launched in 2007 and have gained 4 million customers in less than three years. Acquisitions made by Bank of America prior to the financial crisis caused a very strong drop in their stock price.
In 2009, 10 million customers used mobile banking and this is expected to grow to 37 million by 2014. Customers that use mobile banking are not the
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The mortgage crisis of 2009 led to a deep recession and spilled over into a financial crisis that affected the retail banking business. Banks started waving fees and offering additional benefits in order to capture and retain customers. Mobile banking was introduced in the US in 2007 which added costs to each transaction. However, these costs were lower than call centers and interactive voice response costs. Bank of America had three options: mobile messaging (mobile stream modification without any software installation), mobile Internet (wireless application protocol), and mobile applications. Mobile applications in particular were more sophisticated and costly. Smartphone use was estimated to grow to 46% by 2014.

Development Dilemma:

Bank of America has two options to handle the future of mobile banking: 1) Build new and various applications to target different customers a) Pros: i) Customers want customization in the products; this will increase retention and satisfaction. ii) Marketing strategies can be segmented into different types of clients. This increases efficiency and reduces costs. iii) Superior brand and innovation perception. a) Cons i) Cost of application creation will increase due to the different areas and type of customers at Bank of America ii) Any changes in the bank services will have to be applied to all apps. iii) Some customers will have to download and use various apps
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