BNP Paribas Personal Finance, a subsidiary of the BNP Paribas Group specialising in consumer credit and mortgage lending, is using OpenText Exstream to assist in streamlining all of its communications flows exchanged with its customers.
Present in 28 countries, BNP Paribas Personal Finance has nearly 20,000 employees and 27 million clients. In France, it markets its financial products its two flagship brands Cofinoga and Cetelem.
Three years ago, BNP Paribas Personal Finance decided to create within its French entity a competence centre dedicated to optimising its customer relations and managing outgoing communications. To accompany the implementation of this project, the company sought a solution on which it could rely to reduce the costs of customer communications, to make those communications more flexible, and which scaled to tolerate spikes in activity. BNP Paribas Personal Finance chose OpenText Exstream, which aided it to unify all the communication channels used by customers.
In the past, BNP Paribas Personal Finance used several independent solutions to manage its different communication flows, requiring changes within each tool linked to each type of channel to send a new marketing message. The use of OpenText Exstream now assists it to manage all its types of communication (especially multichannel) from a single platform, while being able to make them highly personalised.
The deployment of OpenText Exstream also helps BNP Paribas Personal Finance to halve the amount of paper used for its interactions with its customers. This migration, which was made possible by the use of PDF files or emails instead of numerous printed mail pieces, results in substantial time savings and greater efficiency in customer management. The number of courier models used by the company has also been drastically reduced, from 5,000 to 400. Lastly, the inclusion of logos and legal notices in white-letter mail is now fully automated and ensures brand consistency across communication channels.
"The results of this project are extremely positive. OpenText Exstream helps us to benefit from simplified communications on all channels. These are not only much better managed than before, but also more adaptable," said Nathalie Disses, project manager and development at BNP Paribas Personal Finance's Competence Centre.
Building on this success, BNP Paribas aims to carry on with its digitisation project; ensuring it continues to offer customers personalised communications in their preferred channels, optimised connectivity and preparing for any future shifts in the demands of the market.
