Bigger Story This article is part of ING's Annual Review 2015. read the 2015 Annual review

A better client experience

Underpinning improvements in the client experience and Wholesale Banking’s product offering is an overarching Target Operating Model (TOM) transformation programme. With this programme, ING aims to enhance the client experience across products and countries by standardising products and channels, harmonising client services and improving Wholesale Banking’s mobile and online offering.

As in Retail Banking, the rise in mobile and digital banking has changed the expectations and needs of corporate customers. Clients expect the same experience across every channel, as well as 24/7 access to their most important products and services. Wholesale Banking’s InsideBusiness platform is ING’s response to this. It enables clients to conduct transactions online and get crucial information that affects their companies’ financial position from any internet-enabled device, at any time.

The commercial launch of InsideBusiness in the Netherlands and Belgium was a major milestone in 2015. In 2016, there are plans to roll it out to other countries.

This transformation programme supports our growing digital offering. In the area of payments and cash management, ING also started rolling out a new common payments platform, beginning in Ireland. It offers consistency and simplicity, for example uniform billing and harmonised reporting for clients, who are typically active in a number of countries.