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. In 2016 the project "New Branch Layout" received the "Cerchio d’Oro Award for Financial Innovation" from AIFIn.
Proximity also means that the bank is available at all times, guaranteeing cost-effectiveness, safety, transparency and online help in choices and navigation.
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.
The new Internet banking platform and the new site launched in July 2016 feature restyled processes for main banking products (payment cards, personal loans, investments and mortgages).
Integrated with the internet banking platform, the Online Branch is the Bank’s remote interaction channel that operates alongside the physical branches located throughout the country. With over 800 employees, it works through 11 operating points with online managers and coordination staff. The Online Branch provides operational and commercial information help and relational support to current and potential customers of all banks of the Intesa Sanpaolo Group, also via chat, videochat, email and social network channels. In their management of contacts, online managers can also conclude the sale of a new product or service, by making the proposal through the remote offering procedures. The scope of application of remote sales covers cards, loans, investments and protection. In order to extend access to services, Banca 5 (formerly Banca ITB) has been operational since 2017, the first online bank in Italy to operate in the payment system sector and dedicated exclusively to a non-captive network of points of sale. Banca 5 has about 20,700 customers which are owners of the non-captive points of sales distributed throughout the country. During the year, it launched services for its Retail customers through the non-captive network of points of sale by setting up 2,570 operating points which, in addition to traditional payment products, also offer support services.
Intesa Sanpaolo offers mobile banking services via the Mobile App - with about 6 million of apps downloaded. Completeness, ease of use, convenience of use anywhere and at any time are the objectives which inspired the project activity.
Intesa Sanpaolo is also easily accessible via the main social networks:
the official Intesa Sanpaolo Group Facebook. The page, which 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.
a Twitter account (@IntesaSP_Help), further multichannel tool designed to facilitate customer relations, managed and updated daily by a dedidated team that provides assistance and information about products and services.