In a market that is dramatically and quickly changing, technology is transforming the “way of banking”, requiring ever greater flexibility and adaptability. The bank is no longer only a place where customers go, but a set of services that are accessible always or everywhere. The bank goes to the customers and customers choose the kind of relationship and the level of service they want. The multi-channel approach is the answer to these new needs: the integration of all channels, physical and virtual, allows a continuous dialogue bank-customer and promotes an excellent experience, through processes simplification and a more effective and efficient communication.
Branches continue to be an important component in the relationship with customers and, after the "revolution" of the extended business hours with the Banca Estesa project, Intesa Sanpaolo also wanted to focus on the physical welcome afforded to its customers through the design of a new branch layout, that has been fulfilled in 2015 with the opening of the first pilot branches in Milan, Rome and Turin. The project implements the most stringent regulations for the removal of architectural barriers and in 2014 was acknowledged by FIABA (PDF - 671 KB) - Fondo Italiano Abbattimento Barriere Architettoniche, which recognised its full compliance with the requirements regarding accessibility for people with reduced mobility.
Proximity also means that the bank is available at all times, guaranteeing cost-effectiveness, safety, transparency and online help in choices and navigation.
At the end of December 2015, Intesa Sanpaolo had over 6,3 million customers (Italian boundary, individuals and legal persons) who had signed up for Internet, mobile phone and traditional telephone services (54,7% of the retail customers). The number of customers requesting the activation of online reporting reached almost the totality of multichannel customers.
Since 2014, the Integrated Multichannel project has been the strategic project on which the Group focused its activities. This project seeks to integrate the skills of the branch network employees with the potential offered by the development of technology to provide customers with a better service and experience when interacting with the bank. In fact, customers can choose which channel to use to communicate with the bank: from their first expression of interest in the bank or in one of its products, to the analysis of its product range, and finally to commercial proposals, purchases and post-sales activities.
On the Internet banking home page there is a section called "Il Mio Gestore", which allows customers to communicate quickly and easily with their branch, to schedule and change appointments or to contact directly the manager. Through the co-browsing, activated during 2015, support to the Internet services is provided, thoroughly and safely. Customers who connect to the site can share online with a manager the contents of their private area through the button "remote assistance"; the manager, sharing the same screen of the customer, provides operational support on all sections and features and guides the customer in real time and in complete safety during the execution of the operations. Intesa Sanpaolo is the first bank in Italy to offer this service.
Thanks to the "Offerta a distanza" (distance marketing of financial products offer) the manager can promote a product to the customer via internet. The customer receives the offer and, if interested, can accept it thanks to the O-KeyPiù digital signature service without having to go to the local branch. The offer is available for debit cards and pre-paid cards, which can also be acquired directly via internet banking, and for investments (bank bonds and certificates in primary markets, secondary market instruments, government bond subscriptions and auctions and common investment funds managed by Eurizon Capital Sgr, Epsilon and Eurizon Capital SA.
Intesa Sanpaolo offers a range of mobile banking solutions through "La tua banca" App, available for iPads, iPhones, Androids, Android tablets and, in a simplified version, mobile phones based on Windows Phone OS. Completeness, user-friendliness and the convenience of carrying out transactions anywhere and at any time were the guidelines that inspired the project. Through this platform, the on-line banking services are accessible for blind and visually impaired.
In 2015 the JiffyPay service was also introduced, which allows customers to transfer small amounts of money from their smartphone at the speed of an SMS and without additional costs (for transfers up to 50 euro no activation fee or commission).
Intesa Sanpaolo is also easily accessible via the main social networks:
the official Intesa Sanpaolo Group Facebook. The page, which exceeded 300,000 likes and is updated daily with new contents, is a space designed to provide information and reports about Bank’s products and services. It is open to all customers and non-customers, who can post their questions, comments and suggestions and, in turn, comment on and share other users’ posts on their own pages. Facebook access data 2015 (PDF - 72 KB)
a Twitter account (@IntesaSP_Help), further multichannel tool designed to facilitate customer relations. Active since mid-2014 exceeded 2,000 followers and is managed and updated daily by a dedidated team that provides assistance and information about products and services.