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.
At the end of 2017, the Intesa Sanpaolo Group had a network of over 7,737 automatic teller machines (ATM, MTA e self-service staff-assisted banking terminals) in Italy and over 2,600 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).
During 2017, the former Veneto Banca and Popolare di Vicenza ATMs migrated onto the platform of Intesa Sanpaolo. Customers are offered a wide range of services from withdrawals with all card types to account and card queries, mobile phone top-ups, payment of utility bills and taxes, setting up SEPA bank transfers and the top-up of season tickets issued by the main local transport companies.
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 2017, more than 6,700 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.