Banking

Innovative Remote Adviser Service Redefines Customer Experience and Drives Growth for BNP Paribas Fortis

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Executive Summary

BNP Paribas Fortis, a subsidiary of BNP Paribas, offers a comprehensive package of financial services for private, professional, and corporate clients. Their challenge is to increase market share and strengthen relationships with mass-affluent customers who don't have time for complex, in-branch transactions. They chose Cisco to overcome these challenges. Cisco's web-based service that enables remote advisers to conduct comprehensive financial meetings with customers via video/data-sharing technology. The results of deploying Cisco were substantial improvement in customer satisfaction, significant growth in product purchases, greater number of mass-affluent customers per DRM versus similar customers and reduced "Cost to serve" because meetings are shorter and more efficient.

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