See how Lightico helped BNP Paribas Personal Finance transform a typical service call into a visual sales experience.
Background
BNP Paribas Personal Finance, a subsidiary of the BNP Paribas Group, is the leader in Europe for
consumer finance through credit cards, loans and mortgage lending. It was founded on two pillars: to support household plans and budgets and meet the specific needs of partner companies.
BNP Paribas Personal Finance has nearly 27 million customers across 30 countries and employs over 17,500 people. Under brands such as Cetelem, Findomestic, Cofinoga and AlphaCredit, the company offers a full range of personal credit and insurance products at its customer relations centres, points of sale (third party vendors), car dealerships and online.
“Deploying Vizolution technology is an important step in BNPP Personal Finance’s full digital relationship strategy. Indeed, our ambition is to move from a ‘telephone-and-paper’-based company to a full digital value proposition offered to our clients today. Lightico's solution covers our needs, especially for insurance products, because it doesn’t need to be integrated into our own complex IT systems...”
Dominique Thibaut
Director of French Market of BNP Paribas Personal Finance
Challenge
BNP Paribas Personal Finance wanted to improve its service-to-sale customer journey by increasing upsell opportunities of its individual insurance products.
Several significant pain points were identified and found to be inflating costs, lengthening journeys and causing customer and agent frustration:
- The journey started in service so customers often weren’t open to the sales process.
- Customers struggled to understand products, which we explained verbally.
- It took agents 10 minutes to deliver the compliance script.
Solution
Lightico’s platform enabled BNP to transform a standard call centre call into a visual, interactive and more interesting experience.
- Agents can now show and share information.
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Customers can sign documents whilst on a call.
- The compliance process is automated through a structured workflow with Lightico, which led to 100% compliance
Results
The initial launch commenced with 25 agents in Nantes, France. It has since been rolled out to 70 agents, across 8 locations in France. Following the success of BNP Paribas Personal Finance’s Life Insurance Journey, the solution has also been implemented in five different journeys at BNP Paribas Personal Finance.
"It combines sales support with e-signature functionality and is also a paperless journey, which complements what we want to do in the future. We consider it a big success and are already working on further roll out with other journeys.”
Dominique Thibaut
Director of French Market of BNP Paribas Personal Finance
