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.


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About the client

BNP Paribas Bank Polska S.A. is a Polish universal bank with over 45 years of tradition. At the end of Q3 of 2020 it had almost 4 million clients and managed 117 billion worth of assets.

The mission of BNP Paribas Bank Polska S.A. is offering responsible and innovative financial solutions and supporting the local economy. The bank complies with the Sustainable Development Goals of UN, engaging in projects which cause positive social, economic and environmental impacts. On 18 June 2021 in the 15th edition of the Sustainable Company Ranking, Bank BNP Paribas Bank Polska SA, for the third time in a row, took the first place in the general classification and in the category of banking, the financial and insurance sector.

Purpose of the project

The overriding aim of the project was to streamline the operations of physical bank branches of BNP Paribas Bank Polska S.A. by eliminating long lines so that in the time of pandemic risks, clients could make safe appointments in bank branches. To this end, it was paramount to design and implement an effective tool for making appointments directly from the level of the website, without the necessity of installing any applications or using external search engines.

Project challenges

The pandemic outbreak made it necessary to accommodate the new reality and ensure security to all existing and future bank clients and employees.

The key innovation was designing an accessible solution, which differed from other appointment-making solutions available on the market by its direct accessibility from the level of the bank website, maintaining at the same time the appointment form transparency. In order to eliminate potential human errors, the developed system needed to be fast and fully automated without involving any internal resources of the bank.

Equally important was the possibility of scheduling an appointment in sign language in every bank branch.

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Project execution

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.

Transparent form

Service information through the website, text message, and email

Adviser time optimization, serving large numbers of clients

Project effects

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%.

e-point SA is the first Polish company to receive a Conversion Optimization certificate


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