ING payment request ING Retail Netherlands

Split the bill and get your money back from your friends, without any hassle.

Country: Netherlands
Launch date: 2016
Keywords: Customer Experience, P2P Payments/Money Transfer, Payments

Presentation

– with the Payment request (Betaalverzoek in dutch) you can easily share a bill for example after a night out with friends. In the ING Mobile Banking App, you fill in an amount of money and choose your bankaccount. You tap ‘make a payment request’ and the app then generates a QR code. You can let your friends that are ING customers as well, scan the QR code so they can easily and directly pay you the money back, or if they aren’t ING customers, you send them an iDeal link with the payment request via for example e-mail, Whatsapp or Facebook. They can pay you back immediately via iDeal.

– We launched this feature to make payments between customers more easy and because we noticed customers had some troubles using and exchanging the long IBAN numbers

– the feature is launched in close cooperation with the omnichannel, service and experience departments

– in the week of the launch, we already had 14305 payment requests with the iDeal link, the QR code request, which was launched in May, is used by 50k customers each month.

The reason behind

Uniqueness

Implementation

Project organization

Results

Investments

https://www.ing.nl/particulier/mobiel-en-internetbankieren/mobiel-bankieren/betaalverzoek-met-qrcode/index.html
Did you find it innovative? Do not hesitate to give us your thoughts!

Key contact
avatar
Cathelijne Engelvaart
Customer Journey Expert
ING Netherlands
Netherlands
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