5 implementation examples for market leaders
Definitely number one – an online system for making appointments offline at BNP Paribas Bank Polska S.A.
How to streamline customer service as well as enhance the satisfaction and security of clients and employees
25 Oct 2022
In physical branches of financial institutions the comfort and security of clients and employees are certainly of top priority. Health hazards of the pandemic and long lines can significantly reduce consumer satisfaction.
To eliminate these risks, e-point has developed a dedicated online system for making appointments offline at BNP Paribas Bank Polska S.A. As a result, we have seen a substantially increased process efficiency along with higher numbers of bank users attended to.
A draft design of the widely accessible form was created in 2020 over the period of three months so that every client could visit the physical bank branch.
The information about a new appointment method was then spread among users via the bank portal and social media. Bank clients also received context communication by way of email and text messages.
From the bank's point of view, the project functionality on the edition side, allowing to match the available dates, hours and times of appointments, was equally important. It allowed to use the advisers' time efficiently and serve a larger number of clients.
The entire project was implemented in such a way that there was no need for the users to perform any additional actions in order to book an appointment, irrelevant of whether they were bank clients or just prospects.
Service information through the website, text message, and email
Adviser time optimization, serving large numbers of clients
In 2020, within two months of the implementation, process efficiency amounted on average, to 206%. On average, over 2 times more users were able to make their appointments.
Average process efficiency in the first quarter of 2021 – as compared to the previous unautomated process, amounted to 244%.