In a context of rapid and significant changes in technology, the Bank has made sure that its services are accessible anytime and anywhere through a number of channels. The integration of all channels, physical and virtual, enables continuous bank-customer dialogue and ensures an excellent user experience thanks to simplified processes and more efficient and effective communications. With 6.9 million multi-channel customers in Italy Intesa Sanpaolo is the leading digital bank in the country. This goal was also achieved with the help of the new digital platform for Retail Customers, who from 2017 were able to use the new internet banking. During the year 3.2 million users, almost all is due thanks to the new simpler and more secure access system compared to the physical key, namely OkeySmart, the OTP software (One-Time Password, compliant with the requirements of the Directive on payment services in the internal market - the so-called PSD2 - Payment Services Directive 2).
Intesa Sanpaolo Mobile allows simplicity and security of access to services, ease and wide flexibility in the use and fast support of contact with the Online Branch, with a simple movement of the mobile phone. From the end of June 2018, XME Pay, the new digital wallet that allows customers to pay in the shops with cards or directly from the account, save loyalty cards and identity documents is available, integrated into Intesa Sanpaolo Mobile. XME Pay also allows you to make online purchases in total security with the possibility of creating virtual cards.
In analogy with the most advanced digital wallets, XME pay also includes account to account payment methods thanks to Bancomat Pay (JiffyPay) payments. The solution also allows you to exchange money during a chat and create groups to share a dinner bill or collect money for a gift to friends. Starting from October, the range of services on the move was expanded and improved with the release of the Intesa Sanpaolo Investo App, which allows for the negotiation of securities listed on the main markets in Italy and abroad, to keep one's own stock under control. portfolio in a simple, fast way and to receive information on the main financial markets
At international level, the DigiCal (digital channels + physical branches) programme continued, geared towards strengthening integration between the physical and digital channels.
Branches continue to represent for Intesa Sanpaolo the physical location of the distribution network, where customers find support and assistance in person, especially for more complex operations. The agencies in the area are increasingly oriented towards the proposal of a focused, personalized and high added value service. There are around 4,200 branches in Italy and around 1,100 abroad. Intesa Sanpaolo's presence in the various Italian regions is significant, with market shares of no less than 12% in most regions. The attention to the "physical location" of the reception was particularly developed with the project of the New Branch Layout which produced a significant change in the methods of meeting with the customer: modular physical spaces place reception at the center, with areas to living in common and the proposal of artistic and cultural events. The new branch model, conceived in 2014 also through listening to customers, was implemented in the following years and at the end of 2018 is present in 184 branches
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 leads to integrating the skills of the branch network people with the potential offered by the development of technology to give customers a better service and experience in the relationship with the bank. The customer, in fact, can choose which channel to use to start a dialogue with the bank: from the first expression of interest towards the bank or one of its products, to the analysis of the offer, up to the commercial proposal, to the purchase and to the activities post sales.
The new Internet banking platform and the new site launched in July 2016 feature restyled processes for main banking products (payment cards, personal loans 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 1,350 employees, it works through 15 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 and the capillarity on the territory, Banca 5 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 20,000 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 operating points which, in addition to traditional payment products, also offer support services.
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.