Digital banks in Singapore are striding confidently into the future by expanding their portfolios with higher-margin products like investments and loans, but two years after their debut, they still face significant challenges. A recent report from Simon-Kucher highlights that while these digital entities have garnered attention, they remain in the red due to high acquisition costs clashing with a troubling number of inactive accounts.
One major hurdle for these banks is the surprising number of accounts that remain dormant. “Many customers open accounts out of curiosity but fail to fund them—especially in Singapore, where the process is streamlined with tools like Singpass,” explained Simon-Kucher managing partner Silvio Struebi, alongside partners Alan Lim and David Lielacher. This scenario underscores the challenge of transforming casual curiosity into active engagement.
In a bid to attract a more engaged customer base, digital banks are broadening their service offerings. MariBank, for instance, has recently unveiled investment options, becoming the first digital bank in Singapore to do so. This innovative move is expected to pave the way for Trust and GXS to introduce similar features in 2025. Simon-Kucher suggests that integrating investment solutions into a more comprehensive, customer-centric product lineup could help digital banks deepen their impact.
Many digital banks are already nested within larger ecosystems, like Trust Bank’s partnership with NTUC or GXS’s collaboration with Grab and Singtel. However, the report emphasizes that to truly grow, these banks must seek expansion beyond their initial ecosystems. Recognizing this necessity, GXS and MariBank are now reaching out to sole proprietorships and micro-businesses, often overlooked by traditional banks.
These small enterprises share some characteristics with retail clients but typically come with heightened risks and costs for established banks. “We observe a financing gap in the MSME and SME segment, where business customers struggle to access loans at reasonable rates,” the report noted. Digital banks, buoyed by their tech-driven models, could potentially offer more affordable options, sidestepping the liquidity constraints that traditional lending platforms often face.
Moreover, digital banks possess a unique advantage in monitoring customer payment behaviors, which helps them gauge the liquidity health of MSME clients. By also providing supplementary services—ranging from payment terminals to invoicing solutions and cybersecurity offerings—they can carve out a valuable niche in this underserved market.
As digital banks navigate this complex landscape, they hold the promise to not only expand their own foothold but also empower a wealth of small businesses in Singapore.
What challenges are digital banks in Singapore currently facing?
They are contending with high acquisition costs and a significant number of inactive accounts, which has kept them in the red for the past two years.
What strategies are digital banks employing to attract customers?
Digital banks are expanding their product offerings to include investments and wealth management services to engage customers more effectively.
How are digital banks serving micro and small businesses?
They are reaching out to niche markets such as sole proprietorships and micro-businesses, offering tailored financial solutions and ancillary products to meet underserved needs.
