Online and mobile usage is soaring at Fifth Third.
More than 60% of all transactions are currently made through digital channels, the company said during its fourth-quarter earnings call on Tuesday.
“[That’s] compared to 30% just a few years ago,” said Chief Executive Greg Carmichael. “Overall, we have seen a 29% increase in mobile usage year-over-year.”
In addition, Fifth Third saw a 170% year-over-year surge in online account opening. Carmichael did not specify the exact number of active mobile users at Fifth Third.
A bank spokeswoman attributed the growth in digital to investments in more capabilities including Touch ID, five major mobile wallets, and the customizable alert system built into Fifth Third’s apps. “Next month, our new 53.com site for customers will launch, creating a clean, modern design with intuitive features and responsive design,” she told Bank Innovation.
The bank’s digital investments, according to Carmichael, are “paying off.”
Over time, we believe that these investments will help us, one — expand our delivery channels, two — enhance our digital capabilities, three — develop new process services, and four — drive additional business volume.
The acceleration in digital channels is in line with the bank’s long-term North Star initiative, which includes teller automation, new card products, omnichannel distribution investments, and even robotics projects, among other things.
As part of the initiative, the bank partnered with venture capital firm QED Investors. Under the exclusive partnership announced last week, “QED Investors will advise on the continued development of Fifth Third’s strategy to leverage fintech innovation to bring new products and services to bank customers while promoting the growth of fintech companies in the U.S.,” according to a bank statement.
The two companies led ApplePie Capital’s Series B capital raise in the fourth quarter of 2016. Fifth Third Capital and QED are also investors in GreenSky and AvidXchange.
Fifth Third plans to complete the North Star initiative by yearend 2019, transforming into a large fintech firm.
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