Increasing Customer Satisfaction and Security During a Five-Year Partnership with ING | KOBIL
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Increasing Customer Satisfaction and Security During a Five-Year Partnership with ING

Increasing Customer Satisfaction and Security During a Five-Year Partnership with ING

Increasing Customer Satisfaction and Security During a Five-Year Partnership with ING
2 million
mobile banking customers protected
400m+
secure banking transactions completed
0
fraud cases during five years of digital security partnership

Introducing ING

ING is a global bank serving almost 40 million customers in more than 40 countries. It is particularly strong in Europe, where a customer base of approximately 9.3 million makes it the third largest direct bank in Germany.

Its popular retail products in Germany include savings, payments, investments, loans and mortgages, while ING Wholesale Banking serves the country’s largest corporations, multinationals and financial institutions.

ING Group’s shares are listed in New York, Brussels and Amsterdam, the home of its headquarters. It is one of Europe’s top 10 companies by revenue.

Challenges

Following the introduction of the EU’s revised Payment Services Directive (PSD2) in January 2018, ING needed to ensure the ongoing regulatory performance of all aspects of its banking service.

Increased security

With mobile and internet banking taking an increasingly large share of all banking activity, ING recognized the need for powerful and robust security measures. Improved app security, strong customer authentications and secure transaction authorizations were all key concerns.

Solution

KOBIL Systems has been ING’s digital security partner since 2014.

During that time ING’s faith and recognition in our world-class technology has grown every day, so it knew immediately where to turn as it moved to ensure its compliance with PSD2.

In 2014, we worked alongside ING to help it introduce a two-app approach across its mobile and internet banking. We developed a second hardened app – SmartSecure – in which ING customers confirmed their transactions. ING’s mobile banking app even switched users automatically to the SmartSecure app whenever it was necessary.

With KOBIL provided application shielding, strong customer authentication, transaction authorization and 3D Secure (to replace SMS), this approach ensured full compliance with all relevant regulations.

Three years later, in 2017, ING pivoted to a one app, one device approach. Our new ‘Banking to Go’ app replaced the SmartSecure app, making ING’s mobile banking even faster and easier.

Our world-class security technology, including our Smart Security Management Server, PKI-based authentication, end-to-end encryption through our Digitanium channel, and our virtual smart card technology, was wholly adopted by ING.

Together, they ensured PSD2 compliance, integrating all security measures into a single app and continuing to deliver application shielding, strong customer authentication, transaction authorization and 3D Secure.

Together, these ensure confidentiality, authenticity and integrity at all times. The ‘Banking to Go’ app provides high levels of trust and security, along with a frictionless user experience.

“We chose to work with German IT security specialist KOBIL because it perfectly matches our own high expectations towards security, flexibility and usability.”
Sonja Vollrath
Sonja Vollrath Head of Internet Banking

Results

By implementing KOBIL’s mIDentity platform, ING protected two million mobile banking customers in Germany and more than 400 million banking transactions.

Our track-record is beyond question. During our five-year digital security partnership with ING, the banking giant has suffered no fraud cases in Germany – demonstrating the real-world strength, reliability and effectiveness of our pioneering solutions.

ING’s customer satisfaction has also increased in this time, showing the bottom-line business impact KOBIL’s security measures can deliver. We look forward to working together for many years to come..