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.
At the end of 2018, the Intesa Sanpaolo Group had a network of over 7,800 automatic teller machines (ATM, MTA e self-service staff-assisted banking terminals) in Italy and 3,100 ATMs abroad. In Italy, all the machines are aligned to the international management standard for cards with EMV microprocessors.
Customers are provided with a vast range of services from withdrawals using all card types to account and card queries, mobile phone top-ups, payment of the most common utility bills and taxes, BEU credit transfer (Bonifico Europeo Unico – SEPA credit transfer) and the top-up of Transport membership cards from the main transportation companies on the territory (i.e.: Mimuovo, ATM Milano, Trenord, GTT Torino).
In addition to the usual query and transaction features, recurring or not, the new “Intesa Sanpaolo Mobile” app includes new functions that simplify access to other banking services, including cardless withdrawals and SOS withdrawals.
Cardless withdrawals let customers make a withdrawal from the app, go to the ATM without their card, and carry out the transaction by QR code. SOS cash withdrawals let customers share a booking code generated by the app, via text message or WhatsApp, so that other people they know can make small cash withdrawals in emergency situations.
The “Donations” function is active at all branches to allow customers to make free donations to the bank’s main partner non-profit associations (Bambin Gesù, Agire, Anlaids, AIBI, Malawi, AIRC; Città della Speranza, Amico Charly, Lega del Filo d’Oro, Banco Alimentare, Per Emma onlus, Famiglie Nuove and Padova Ospitale).
To allow visually impaired or short-sighted people to withdraw cash, view their account balance or top up their mobile phone at ATMs, Intesa Sanpaolo has partnered with Unione Italiana Ciechi (Italian Association for the Blind) and developed an initiative that allows them to operate autonomously and safely.
At the end of 2018, more than 6,400 machines were equipped with standard headset jacks to enable visually impaired customers to complete transactions on their own with the help of voice guided navigation.
For short-sighted customers, for the same functions, all self-service machineswere fitted with a high-visibility display format (yellow font on a black background), activated, as in the case of the headset jack for visually impaired customers, by pressing the “5” key - easy to find thanks to a raised mark - before inserting a card.
In recent years, both the new website and the Mobile APP were developed with a view to ensuring full accessibility. To achieve this aim, the two channels were subject to testing by a specialised organisation (Fondazione ASPHI Onlus) and constant monitoring is in place in collaboration with a group of visually impaired employees.