RepoRt on - BNP Paribas

in addition to these indicators,
bnP Paribas has for several years used
a branch Relationship Quality indicator.
each operating entity tracks service
quality indicators, which serve as tools
for improvement at a local level. for
instance, local managers can use the
indicators to adjust how they coach
their sales force and develop targeted
action plans. 67,300 individual and small
business clients were surveyed for this
barometer in 2009. they were asked
about their satisfaction and the quality
of branches’ client relations. 507 reports
were published on the intranet, covering
411 entity managers, 88 group managers
and 8 regions. since 2009, each of
the 88 groups has prepared a customer
satisfaction action Plan based on the
Qra indicator results.
the 2009 results reflect the recession,
which made customers more demanding,
and satisfaction fell across the
customer base as a whole. despite
this situation, which affected all banks,
the customer loyalty rate remained
steady.
the group also uses a mystery visit indicator
to measure branch service quality.
3,330 mystery visits were carried out in
2009; each branch was visited between
one and three times during the year.
satisfaction with in-branch service and
atms has been improving steadily due
to the roll-out of the Accueil & services
concept across all branches.
for bnp paribas cib, relationships with
its 16,000 customers are central to its
strategy. the business works with customers,
aiming to meet all their needs,
as part of long-term relationships of
trust. this approach is the main ingredient
of cib’s recipe for success. since the
start of the recession, customers have
wanted simpler, more secure products.
certain businesses have therefore
been reorganised, particularly those in
charge of structured loans. a regional
structure has been put in place to help
businesses understand their customers
better and serve them more effectively
through appropriate products.
employees responsible for maintaining
client relationships are now equipped
with shared software, including client
relationship management (crm)
applications. this software gives them
a comprehensive, real-time overview of
the commercial relationship between
bnP Paribas and a client group (parent
company and subsidiaries). the group’s
platform for recording client contacts,
visits and ongoing transactions makes it
financial
education: helping
customers through
training initiatives
outside France, bnp paribas also
supports customers by providing
financial advice and education.
in 2009, ubCi in tunisia invited
executives from a client
microfinance institution to its skills
development centre. An initial
seminar took place in november,
and was followed by a further
two sessions in december.
ubci is also planning to make its
2010 training catalogue available
to the institution. in turkey, teb is
continuing to help sme customers
through a team of advisers
working in branches, under
the banner teb sme consultants.
these consultants provide advice
in areas such as foreign trade,
marketing, sales, production
and financing. 184 consultants
are already offering this service,
and 44 more are undergoing
training.
french Retail
banking introduces
net Agence
bnp paribas has set up a remote
bank branch called net Agence
that is accessible online.
individual customers can use the
service to access all bnp paribas’
products and services, and can
contact dedicated advisers by
telephone and e-mail. customers
can access bnp paribas’
2,200 branches to carry out
their day‑to‑day banking, and can
meet with an adviser to discuss
issues such as wealth
management and mortgages.
the aim of net Agence is to win
new customers, particularly those
aged 18-35 who live in france
and are active internet users.
the branch is located in france
and has around 10 advisers.
58 <strong>RepoRt</strong> on CoRpoRate SoCial and enviRonmental ReSponSibility
easier for crm managers to share information
and anticipate and meet client
needs.
tailor-made services
multi-channel banking meets customer
needs by allowing real-time integration
of the various distribution channels, i.e.
branch appointments, contact through
the call centre and online through the
bnpparibas.net inbox. there is a single
customer database that centralises information
from various sources and provides
the same up-to-date information
to all channels. this supports the multichannel
approach, resulting in major
improvements in commercial activity.
at end-2009, the number of customers
using bnpparibas.net per month
was 1,939,000, 20% more than in 2008.
in french retail banking, branch staff is
making major efforts to show customers
how to use www.bnpparibas.net.
along with the system of contact centres,
various promotional campaigns
and bnP Paribas’ presence on massaudience
websites like facebook and
Pages jaunes, this has led to a further
increase in bnpparibas.net user numbers
in 2010.
every month, 314,000 new users manage
their accounts, consult statements,
order products and access information
about bnP Paribas products and
services online. with its programme to
boost internet banking, french retail
banking is maintaining its ambition of
being france’s leading online bank in
2012, with the aim of achieving 2.5 million
users in 2010.
n services for migrant clients
bnP Paribas has developed specific
migrant banking services. in marseille,
bnP Paribas makes special efforts to
serve clients from north africa and its
branches have arabic-speaking advisors.
in california, following the highly successful
Pacific rim service for asian clients,
bank of the west has introduced products
designed specifically for Hispanic
clients, which is a high-potential market.
migrant banking services are also being
introduced in turkey, morocco and
tunisia.