Annual Report - BNP Paribas

At the same time, the ramp-up of remote banking
channels is reinforcing the number and quality of contacts
established with clients and prospective clients:
the roll-out of the CRPE support line, fi rst opened in
2006, accelerated in 2007. By the end of the year it was
available to more than 80% of BNP Paribas’ 500,000
entrepreneurs and freelance professionals (see inset);
www.bnpparibas.net/entrepros, the website dedicated
to BNP Paribas’ entrepreneurs and freelance
professionals reported close to 4.2 million visits in
2007 (up 34% versus 2006).
more than 60% of our clients, versus 55% at the end
of 2006, now have a personalised solution for remote
management of their accounts.
These investments have helped improve the satisfaction
of entrepreneurs and freelance professional clients
and thereby strengthened the relationship they have
with BNP Paribas:
satisfaction surveys carried out in 2007 indicate an improvement
in our commercial approach, particularly in
the management of private banking relationships;
the portion of clients for whom BNP Paribas is their
main bank increased in 2007, by close to 1 point in the
freelance professionals segment and more than 2 points
in the entrepreneurs segment.
With the CRPE support
line for entrepreneurs and
freelance professionals,
BNP Paribas completes
its multi-channel offering
The fi nal link in the multichannel
offering designed
for small businesses,
the CRPE call centre is
available without subscription.
Call centre advisers provide
personalised responses
to calls and e-mails sent
by clients and are able
to see requests through
to resolution via a middle-
and back-offi ce interface.
The call centre platform
provides key support to
the Bank’s commercial drive
by transmitting information
on identifi ed opportunities
to the branches and
proposing appointments
with account managers.
This new service aims
to accelerate response
rates, boost client
satisfaction and quality of
relations, and improve the
availability of the network’s
sales force.
BNP Paribas Annual Report 2007 /////// French Retail Banking
In 2007 commercial momentum was directly
driven by the competitiveness and innovation
of BNP Paribas’ offering.
The Esprit Libre Pro package of services and the
BNP Protection Pro offering recorded growth of around
25% in 2007. 49% and 34% of professional clients have
now signed up for these two services respectively.
Launched at the end of September 2007, the new
Solutions Pro Santé service designed for healthcare
professionals has been a resounding success: more than
5,500 contracts were signed in three months (of which
2,500 included a merchant payment agreement).
BNP Paribas’ retirement savings solutions received wide
acclaim in 2007: for the fourth consecutive year, the
Bank was awarded the Label of Excellence from the
investment magazine Dossiers de l’Épargne for its
PEE and PERCO savings plans – subscriptions to these
schemes rose by almost 25% compared to 2006.
Solutions Pro Santé,
a new standard of
effi ciency for healthcare
professionals
The complete and innovative
Solutions Pro Santé offering
responds to changes
in the healthcare sector
and meets the changing
needs of practitioners.
This specially designed
offering combines a range
of services that enable
healthcare practitioners to
manage their business more
easily and therefore devote
more time to patients:
management of professional
and private accounts;
payment of fees
by bank card;
fi nancing solutions;
exclusive assistance.
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