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

2. Presentation of Groupe BPCE and Caisses d’Epargne
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"
A goal which is an integral part of our strategic plan
Fact
Our goal...
...is clearly stated
Operational implementation of our goal
Zoom
How do we organise the Internet/advisor connection?
How do we bring digital into the branch?

3. Groupe BPCE structure NA

4. 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
Net banking income: € 7bn
Savings deposits: € 370.4bn
Loan outstandings: € 200.9bn
No. 1
bank for
young people
bank for individual
customers
privately owned banker
for local authorities
in the social housing sector

5. Key Caisses d’Epargne multi-channel figures January 2014
TELEPHONE
BRANCH
INTERNET
fixed line and mobile
MAIL
SMS
CLIENT CONTACT
30 million contacts annually by mail, telephone, and SMS
ATM
MOBILE
1st banking application with 3,6 million downloads of CE applications
1.6 million unique visitors a month
56% of those active on mobile banking are 16 to 30
Mobile
INTERNET/MONTH
14 million unique visitors
8 million transactions
8,000 subscriptions
Internet
BRANCH/MONTH
1.2 million visitors
1 million sales
8,000 agency remote sales
Branches
ATM/MONTH
4.5 million customers make at least one withdrawal (three on average)
TELEPHONE PLATFORM/MONTH
618,000 incoming calls
33,000 remote sales
Telephone
Platforms (17)

6. Presentation of Groupe BPCE and Caisses d’Epargne
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"
A goal which is an integral part of our strategic plan
Fact
Our goal...
...is clearly stated
Operational implementation of our goal
Zoom
How do we organise the Internet/advisor connection?
How do we bring digital into the branch?

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.

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

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

10. A clearly stated goal TV Spot :

11. OPERATIONAL IMPLEMENTATION OF OUR GOAL

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

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

14. "To provide the best in human and digital talent"
Protect meeting time
upstream…
…downstream
In person
Remotely
For customers and prospects
Advisor direct line and
A new Internet for all screens, more sales-oriented 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
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
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

15. Key deliverables of the multi-channel customer relationship Perfectly consistent with the directions of the 2017 strategic plan
The Mobile Internet with applications
Monbanquierenligne is a preview of the branch of the future
Transactional area
Multi-channel
Internet New Definition
New Customer Relationship Centre roadmap
Acceleration Digital Company
New Definition Branch
Network of the future
Multimedia branch workstation with a 360° view
Remote sales tool
Branch
Network acquisition
IS urbanisation
Multi-channel sales process
+ remote electronic signature
Marketing intelligence (CRM) to personalise the relationship
Transformation of all business lines (HR)
Data management
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. Presentation of Groupe BPCE and Caisses d’Epargne
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"
A goal which is an integral part of our strategic plan
Fact
Our goal...
...is clearly stated
Operational implementation of our goal
Zoom
How do we organise the Internet/advisor connection?
How do we bring digital into the branch?

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

18. How do we organise the Internet/advisor connection?
Film OVAD/vmc.SED do not translate

19. Presentation of the OVAD-VMC application
OVAD-VMC enables
… A few figures
Implementation of validated processes (Commercial Processes Validation Committee):
Publication required/complementary for remote sales
Follow-up management and feedback tracking
Ensure that there is a connection between functionality required by the multi-channel system (
70 products included and offered remotely to date (opening, payments)
Primarily via Telephone, but also tracking and processing of Internet sales
Used by all Caisses d'Epargne
162,820 distance sales completed at the end of March compared with 119,252 in 2013, that is, +37% growth compared with Q1 2013   
In mid-March, 18% of sales were completed with an electronic signature (EDS) when an EDS was technically feasible

20. An illustration: 2014 Private insurance results
35,000 estimates made
between 01/01/2014 and 26/04/2014
32.5% for Home insurance (11,477 estimates)
40.3% for Car insurance (14,214 estimates)
27.2% for Health insurance (9,591 estimates)
5,180 sales completed
between 01/01/2014 and 26/04/2014
A completion rate of 14.7%
2,344 sales, a completion rate of 20.4% for Home insurance
2,469 sales, a completion rate of 17.4% for Car
367 sales, a completion rate of 3.8% for health

21. How do we bring digital into the branch?
Zoom
How do we bring digital into the branch?

22. Components of the New Definition Branch1
Concept renewal
Branch reception 2
Reception kiosk
Meeting
Wait
Interactive system and electronic signature 3
Interactive system 3 4
Shared screens 4
Dynamic display

23. Next Our objectives for 2017: Our ultimate challenge:
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?