| AREA |
TRIBE |
2021 / PRIORITIES 2022 |
For
individual
customers
|
Omnichannel for Retail
|
2021 – main results
- MyID/trusted profile: identity confirmation via GOmobile/GOonline – our customers made 400 thousand authorisations with the trusted profile in 2021.
- Availability of all e-administration programs in GOonline (more than 160 thousand requests for 500+ and 300+ benefits).
- New remote post-sale processes: possibility to submit post-sale disposition, generate certificates, update client’s data, manage given powers of attorney.
- A universal mechanism for e-signing documents in GOmobile/ GOonline.
- Possibility to add accounts from other banks in GOonline.
2022 – priorities
- Implementation of 24/7 instant payments and BLIK P2P.
- Next digitalized and paperless processes in branches.
- The same quality of customer service across all channels: customer service based on a centralised full history of relationships and communications, one method of mobile authentication, personalised and synchronised communications.
- Full home banking for customers of the premium segment – digital self-service supported by remote advisory within the virtual branch.
- New ecosystem of multi-channel communication with customers: chat, video chat, email, phones, including support for chat and voice bots.
|
For
individual
customers
|
Loans to Individuals
|
2021 – main results
- Implementation of the „Clean Air” credit, „My Electrician” leasing and “Green Cash Loan” – contributing to Energy Transition.
- E-commerce process with extensive use of the possibilities offered by open banking solutions: KYC (Know Your Customer), fraud prevention, pre-filling of data, income confirmation and calculation of creditworthiness – over 14,700 applications processed on the basis of open banking.
- Launch of a new product to support the concept of a circular economy – long-term phone rental.
- Digitalization: continued implementation of chatbot, simplification of credit card and cash credit application, new process for credit limit increase and online payments.
- Virtual credit card implementation.
2022 – priorities
- Continuing credit and post-sales processes digitalization.
- Use of solutions based on open banking capabilities for cash loans and credit cards sales processes.
- Continuing development of „green” loans offer to support the energy transition.
|
For
individual
customers
|
Investments
and Savings
|
2021 – main results
- Launching a view of the Customer’s entire investment portfolio in GOinvest – improving the process of researching and matching investment offers to Customer needs.
- Implementation of a new, automated and intuitive process of selling investment funds in GOone. Average transaction processing time reduced from 15 minutes to less than 1 minute.
- Further activation of fund sales in GOonline – transactions number increased by 410% year on year.
- Optimisation and standardisation of the investment sales process in terms of the number and layout of documents received by customers.
- Making the acquisition and management of investment products available in remote channels and improving processes in branches, which contributed to a 30% increase in the share of investments in Customers’ portfolios.
2022 – priorities
- Implementation of robo-advisory in GOonline and advisory in GOinvest.
- Developing awareness of responsible investment by including ESG aspects in investment decisions. Expanding the range of „green” products.
- Implementation of attractive systematic savings programmes in digital channels.
- An easy-to-use and modern brokerage system for clients, advisors and brokers.
|
For
individual
customers
|
Daily banking
|
2021 – main results
- Virtual debit card implementation.
- Implementation of new sales processes in GOmobile banking: opening foreign currency accounts and savings accounts.
- In GOonline, implementation of remote opening process of an account for children 0-7 years old – „Konto Samodzielniaka” and issuing payment cards for children 7-13 years old.
- Optimisation of the card transaction process in e-commerce with 3DSecure.
2022 – priorities
- Implementation of a modern, remote and convenient method of confirming identity for customers.
- Implementation of a new acquisition model in cooperation with one of the commercial networks.
- Implementation of a savings and settlement account dedicated to a selected customer segment (ROR for Seniors).
- Joining a new loyalty program in the area of debit and credit cards.
- Development of mobile payments.
|
For
business
entities
|
Entrepreneurs
and Farmers
|
2021 – main results
- Simplification of credit processes for microenterprises (automatic generation of agreements for loans with BGK guarantee – 68% of agreements, launch of unsecured cash loans up to PLN 120 thousand – increase by 144% y/y)
- Credit process efficiency increase by 17% y/y.
- Development of sustainable business:
- implementation of a green change loan as part of the offer;
- implementation of ESG questionnaire (research on the impact of environmental, social, corporate aspects on investment decisions) in the loan request;
- extending the „Auto-Plan” offer to include electric cars.
- Remote process of application and conclusion of a long-term lease contract (in cooperation with Arval Service Lease Polska Sp. z o.o.) – remote sales accounted for 60% of total sales.
- Development of Agronomist portal with useful and innovative functionalities supporting sustainable production, e.g:
- Greenhouse Gas Emission Calculator – quick and easy estimation of the environmental impact of Customers’ activities,
- Kredytomat – Customer needs research and support in choosing the right product.
2022 – priorities
- Implementation of a remote onboarding process for Micro Customers.
- Digitisation of key post-sales dispositions and delivery of selected self-service functionalities in transactional applications.
- Implementation of fast, efficient and predictable credit processes.
- 360 offer linking all products for Micro customers.
- Development of the Agronomist portal with new environmental tools to support the grocery and agro industries.
|
For
business
entities
|
Management and Omnichannel
for Legal Entitis
|
2021 – main results
- New modules in the flagship e-banking system GOonline Biznes (including the main module Accounts and a new login page) and a change of the system name from BiznesPL@net to GOonline Biznes.
- Faster and more efficient settlement of SEPA payments – migration to the EuroElixir system operated by the Krajowa Izba Rozliczeniowa (National Clearing House).
- Launch of fully digital onboarding for the majority of SME customers – in 2021, 76% of customers have been digitally acquired.
- Implementation of the financial subsidies request process related to the PFR shields.
2022 – priorities
- Finalize the migration of the flagship online banking system BiznesPL@net to GOonline Biznes.
- Further digitalisation of interactions with customers.
- Optimisation and automation of the onboarding and recertification process for SME and corporate customers.
|
For
business
entities
|
Loans for Legal Entities
|
2021 – main results
- Implementation of a tool for automatic generation of loan agreements for corporate clients.
- Implementation of a monitoring application for syndicated loans.
- Updating the tool supporting Trade Finance portfolio management.
- Making an ESG (environmental, social and regulatory) risk assessment module available to credit process participants.
2022 – priorities
- Construction of a new digital document archive with fast access for credit process participants.
- Implementation of a new credit exposure monitoring module with automation of necessary data gathering.
- Implementation of a new credit application improving the process of borrower assessment by the analyst.
- Electronic credit application for Agro Customers.
- Optimisation for corporate credit process.
|
For
business
entities
|
Financial Markets
|
2021 – main results
- Implementation of new functionalities and products available to Customers on the FX Pl@net transaction platform, including new types of derivatives hedging FX risk and structured dual currency deposits (91% of current FX transactions of Corporate Customers were processed via the platform, the volume of all types of transactions processed on the platform +30% y/y)
- Automation of the onboarding process in GOBiznes for customers who use foreign payments with negotiated exchange rates (FX+Cash).
- Implementation an overdraft facility with maximum base rate for Corporate and SME Customers. This allows the Customer to limit the risk of interest rate increases (WIBOR or EURIBOR).
- Implementation of new interest rate reference levels for financial instruments (SARON, SONIA and SOFR) replacing LIBOR.
2022 – priorities
- Further development of FX services available on the FX PL@net transaction platform, including the implementation of a mobile version, an automated onboarding process for corporate, SME and micro-enterprise clients as well as increasing the percentage of transactions concluded automatically.
- Strengthening the cyber resilience of the Bank’s existing technological solutions (external and internal).
|
Shared strategic assets
|
Data Platform
|
2021 – main results
- Implementation of advanced analytical algorithms for Process Mining and categorisation of transactions made by customers in digital channels.
- Implementation of the General Ledger based on the Corporate Data Warehouse in Big Data technology.
2022 – priorities
- Strengthening the use of artificial intelligence and advanced analytics.
- Optimisation of architecture and processes in finance area.
- Strengthening high quality and consistency of data across the ecosystem.
|
Shared strategic assets
|
Open Banking
|
2021 – main results
- Creation of the first commercial open banking service (PoC on the Agromonist platform).
- New data model to integrate with BlueMedia and 7 banks: BNP Paribas Bank Polska S.A., ING Bank Śląski S.A., Alior Bank S.A., Santander Bank Polska SA, Bank Millennium S.A, PKO BP, Pekao S.A. Use in the process of KYC (e-shop) and aggregation of information on customer accounts in the GOonline banking system.
- Increase of the number of authorised payment market service providers (Third Party Provider) using the connection with the bank under the framework of open banking (22 to 40 y/y).
- Use of open banking services to verification of identity or income information in the instalment loan process – 14.7 thousand requests.
2022 – priorities
- Open banking services development based on the new API platform.
- Development of services supporting Customers’ e-commerce activity.
|
Shared strategic assets
|
CRM and Analytics
|
2021 – main results
- Increase of CRM campaign contribution to Bank products sales: 42% (+4 p.p. vs 2020) in cash loan sales; 52% (+5 p.p. vs 2020) in Micro customer financing; 48% (+16 p.p. vs 2020) in investment products.
- Implementation of the new CRM Omnichannel Interaction Ecosystem:
- over 130 campaigns driven by customer behaviour in real time (Event Based Real Time Marketing), across all customer contact channels;
- 12 predictive models based on artificial intelligence and machine learning to improve targeting of CRM campaigns in communication with customers, in effect increasing the relevance of the offer to customer needs;
- CRM activities personalization based on Customer segments, sub-segments and purchase profiles;
- implementation of Customer Lifecycle Management programmes (CLM/Onboarding) – Individual & Micro customers.
2022 – priorities
- Increase of Customers’ satisfaction (NPS) through precise adjustment of products to Customers’ needs in CRM campaigns.
- Increase of customers activity and digitalisation (transactivity, mobile payments, remote channels).
- Development of hyper-personalization in CRM interactions with customers – matching the offer and contact channel to customers’ expectations in real time.
- Increase of CRM communication efficiency with customers by implementing geotargeting in customer communication.
|
Shared strategic assets
|
Risk Systems
|
2021 – main results
- Reducing the risk of potential credit fraud through the BIK PAF (Anti-Fraud Platform), which helped stop approximately 280 suspicious credit transactions in 2021.
- Improvement of the credit process by:
- development of an automated process for calculating pre-acceptance limits for Retail customers;
- implementation of new scoring and rating models for Retail/SMEs/Corporates customers.
- Improvement of risk processes through the implementation of a full market risk management application.
2022 – priorities
- Construction of an automated process for calculating pre-approval limits and automation of monitoring for Micro and SME clients.
- Collection and reporting of ESG data (Environmental, Social Responsibility, Corporate Governance).
- Implementation of next new scoring and rating models for clients from Retail/SME/Corporates segments.
|
Shared strategic assets
|
Operational Excellence
|
2021 – main results
- Improved efficiency as a result of the implementation of 58 new robots for business and operational processes (customer service, credit and post-sales processes), which resulted, for example, on the reduction of customer service time.
- In terms of KYC procedures, developing automated certification processes for clients in the microenterprise segment.
2022 – priorities
- Development of a platform to support operational processes.
- Continued improvements in the KYC process (e.g. tools to automate certification and data update processes, integration with improved customer communication applications)
- Continued robotisation to optimise process costs and increase customer satisfaction.
|
Shared strategic assets
|
Candidate and Employee journey
|
2021 – main results
- Definition and communication of the organisational culture, including the Bank’s mission, shared values (transparency, courage, empowerment, simplicity, collaboration) and promoted attitudes.
- Definition of the main pillars of the Bank’s brand as an employer to attract talents: „Bank BNP Paribas Polska is inclusive and benefits from diversity. We are the Bank of Green Changes. We give you space to act with the support of your supervisors. We change for you and for the world”.
- HR system development – enabling employees the modern mobile application and desktop TETA ME to support HR processes.
- Implementation of a new hybrid work model to ensure the comfort and safety of our employees.
- Extension of the benefit offer and wellbeing programme (e.g. psychological support, webinars on psycho-physical fitness).
- Activities dedicated to students and interns – Ambassador Duets Programme and Summer Internship Programme, internship programmes.
- Strengthening and promoting Diversity&Inclusion activities, e.g. supporting the Pride community, promoting Parenting Week, Paternity Week, Diversity Week, Campaign to include People with Disabilities (OzN) working in the bank, as well as recruiting OzN.
2022 – priorities
- Developing leaders and employees in the context of defined values and attitudes; refreshing the development offer, and attracting talent that demonstrates defined values.
- Implementation of changes in HR processes so that they represent the Bank’s values (transparency, simplicity) and promote value-based attitudes (e.g. employee appraisal process).
- Improving the effectiveness of new employee onboarding to the organization by digitizing and simplifying the onboarding process and other HR processes.
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