Combining the Best in Human and Digital Talent

Transcription

1 Combining the Best in Human and Digital Talent Workshop ESBG Forum September 2014 Commercial Bank/CE Development/Multi-Channel Distribution Unit

2 Summary Presentation of Groupe BPCE and Caisses d Epargne > Group structure > Caisses d Epargne key figures The goal of Caisses d Epargne is "To provide the best in human and digital talent" Zoom > A goal which is an integral part of our strategic plan Fact Our goal......is clearly stated > Operational implementation of our goal > How do we organise the Internet/advisor connection? > How do we bring digital into the branch? > 2

3 Groupe BPCE structure > 3

4 Caisses d Epargne 17 Caisses d Epargne, 2nd largest banking network in France 5 million cooperative shareholders 26 million customers 4,200 bank branches 17 Monbanquierenligne online branches No. 1 bank for young people No. 1 bank for individual customers Net banking income: 7bn Savings deposits: 370.4bn Loan outstandings: 200.9bn No. 1 privately owned banker for local authorities No. 1 privately owned banker in the social housing sector > 4

5 Key Caisses d Epargne multi-channel figures January 2014 Internet INTERNET/MONTH 14 million unique visitors 8 million transactions 8,000 subscriptions Branches BRANCH/MONTH 1.2 million visitors 1 million sales 8,000 agency remote sales ATM ATM/MONTH 4.5 million customers make at least one withdrawal (three on average) Mobile MOBILE 1 st banking application with 3,7 million downloads of CE applications 1.6 million unique visitors a month 56% of those active on mobile banking are 16 to 30 INTERNET fixed line and mobile MAIL SMS BRANCH ATM TELEPHONE Telephone Platforms (17) TELEPHONE PLATFORM/MONTH 600,000 incoming calls 33,000 remote sales CLIENT CONTACT 30 million contacts annually by mail, telephone, and SMS > 5

6 Summary Presentation of Groupe BPCE and Caisses d Epargne > Group structure > Caisses d Epargne key figures The goal of Caisses d Epargne is "To provide the best in human and digital talent" Zoom > A goal which is an integral part of our strategic plan Fact Our goal......is clearly stated > Operational implementation of our goal > How do we organise the Internet/advisor connection? > How do we bring digital into the branch? > 6

7 The facts The number of visits to our branches is falling and the trend is accelerating Because our customers prefer other methods for simple transactions Because the Internet is now a requirement for preparing purchase documents Because digital also provides a form of local, instantaneous service Because younger generations don't have the same history with a branch Because mobility is a way of life... The importance of the advisor in the relationship is confirmed by all types of customers Because human advice is still the most requested reference Because our customers need expertise and reassurance about their choices Because offer personalisation guides choices Because things go faster when people know each other... Advice given at the branch, at the customer's or remotely must take advantage of the opportunities provided by digital. > 7

8 Groupe BPCE strategic plan There are 4 investment priorities for 2017: -Digital -Savings -Insurance -International > 8

9 Customer relationship challenges Close the gap between the digital world, which is gradually opening up to us and our customers, and the material world represented by the local branch This doesn't mean that we will move from one world to another, but that the way being shown by changing customer expectations brings the two worlds together: the customer experience concept The challenges impact both the technology aspects of change and the implications for all business lines > 9

10 A clearly stated goal TV Spot : > > 10

11 OPERATIONAL IMPLEMENTATION OF OUR GOAL > 11

12 "To provide the best in human and digital talent" Encourage the customer relationship In person Remotely freeing meetings from administrative procedures insofar as possible upstream downstream a seamless experience for both customer and advisor > 12

13 "To provide the best in human and digital talent" Protect meeting time upstream In person Remotely downstream Advisor accessibility Facilitate exchange Simplify processes Improve customer information Meet the expectations of both customers and advisors by offering a simple, practical experience Digitise documents Facilitate selection and signature Document traceability and archiving Relationship continuity, moving from one channel to another without loss of information > 13

14 "To provide the best in human and digital talent" Protect meeting time upstream In person Remotely downstream For customers and prospects Advisor direct line and A new Internet for all screens, more salesoriented and more personalised "Howizi" mobile application specifically for young people Remote bank access for all customers Account opening over the Internet (fixed-line and mobile) For advisors Advisor portal, 360 view, Agenda Meeting preparation Recovery of customer simulations Multi-channel and the digital company For the benefit of the customer and advisor experience during Electronic signature at the branch and remotely Shared tablets and screens For customers and prospects Remote electronic signature Request follow-up alerts Digital safe For advisors File follow-up alerts Automatic digital contract storage Remote sales process continuity > 14

15 Key deliverables of the multi-channel customer relationship Perfectly consistent with the directions of the 2017 strategic plan New Customer Relationship Centre roadmap Remote sales tool Branch Monbanquierenligne is a preview of the branch of the future Network of the future Network acquisition The Mobile Internet with applications Multi-channel Acceleration Digital Company Transactional area New Definition Branch IS urbanisation Internet New Definition Multimedia branch workstation with a 360 view Marketing intelligence (CRM) to personalise the relationship Transformation of all business lines (HR) Data management Multi-channel sales process + remote electronic signature for the benefit of the project ACTIVATION In red, already delivered, in blue in progress or to come, in black to be started or accelerated in PSG 2017 > 15

16 Summary Presentation of Groupe BPCE and Caisses d Epargne > Group structure > Caisses d Epargne key figures The goal of the Caisses d Epargne is "To provide the best in human and digital talent" Zoom > A goal which is an integral part of our strategic plan Fact Our goal......is clearly stated > Operational implementation of our goal > How do we organise the Internet/advisor connection? > How do we bring digital into the branch? > 16

17 Zoom How do we organise the Internet/advisor connection? > 17

18 How do we organize the Internet/advisor connection? 1 2 CLIENT A Client starts a product subscription on Caisse d Epargne website but stops before completion -File automatically created -Information goes to Advisor via CRM ADVISOR His/her Advisor gets the information already filled out, calls back and finalizes the sale 3 -The client can check contract processing anytime on his/her personal online banking -Contract is sent via or regular mail The Client signs the contract electronically or physically (*) (*) Middle office verifies and finalizes subscription > 18

19 Presentation of the OVAD-VMC application OVAD-VMC enables A few figures Implementation of validated processes (Commercial Processes Validation ): 70 products included and offered remotely to date (opening, payments) o o Publication required/complementary for remote sales Follow-up management and feedback tracking Primarily via Telephone, but also tracking and processing of Internet sales Used by all Caisses d'epargne Ensure that there is a connection between functionality required by the multi-channel system ( 162,820 distance sales completed at the end of March compared with 119,252 in 2013, that is, +37% growth compared with Q In mid-march, 18% of sales were completed with an electronic signature (EDS) when an EDS was technically feasible > 19

20 An illustration: 2014 Private insurance results estimates made between 01/01/2014 and 30/06/ ,4% for Home insurance (16,922 estimates) 41,6 % for Car insurance (21,102 estimates) 25% for Health insurance (12,586 estimates) sales completed between 01/01/2014 and 30/6/2014 A completion rate of 15,5% 3,602 sales, a completion rate of 21,3 % for Home insurance 3,683 sales, a completion rate of 17.4% for Car 589 sales, a completion rate of 4,7% for health > 20

21 Zoom How do we bring digital into the branch? > 22

22 Components of the New Definition Branch 1 Concept renewal Branch reception 2 Reception kiosk Meeting Wait 3 Interactive system and electronic signature 3 Interactive system 4 Shared screens 4 Dynamic display > 23

23 Next Our objectives for 2017: > 80% of customers will subscribe to remote banking > 100% of products will be eligible for electronic signature at the branch or remotely Our ultimate challenge: > Continuing change in the Branches initiated in 2011, but still required Social networks: a new sales channel? > 24