La banque d'un monde qui change 2004 - BNP Paribas

IndividualclientsA fully operationalmultichannel structure2004 saw a strong increase in the MultichannelRetail Banking system – including branches,the telephone (via the Client Relations Centre),and the Internet, through the bnpparibas.netportal. This generated more frequent contactwith clients, leading to enhanced service quality.Bnp paribas bourgesThe number of contact opportunities proposedto account managers more than doubled to10 million, the number of client files consultedon branch advisers’ workstations reached80 million, and the number of meetings setup using the shared electronic diary systemamounted to 3.6 million.Following the opening of a third platformin Lille, the Client Relations Centre now employssome 600 telephone advisers. As planned,besides receiving calls, these additional resourceshave enabled the Bank to contact clients topropose appointments and market basic products.Finally, the number of visitors to the bnpparibas.net portal almost doubled in relation to 2003(see inset).Overall, this increased client contact fuelleda very strong commercial performance.Vanguard retirement offeringsand excellent inflows of newmoney in the life insurancebusiness2004 saw BNP Paribas adopt an original andinventive approach towards retirement planning,through Projets Retraite, the attributesof which were lauded by the financial press.In October 2004, bnpparibas.net andLemoneymag.fr were singled out for theironline services, winning two Top ComConsumer 2004The Paris Chamber of Commerce and themagazine Expression awarded BNP Paribastwo prizes out of a total of 20 Top ComConsumer 2004 categories:• the gold Top Com award for Lemoneymag.frin the consumer online information/contentcategory;• the bronze Top Com award for bnpparibas.netfor the Sparkly/Sponky campaign, in the onlineadvertising category.In addition to these awards, according to asurvey recently published by EFMA (the EuropeanFinancial Management & Marketing Association),BNP Paribas is the only French bank to rankamong the Top 10 in Europe in terms of onlinerecognition.