How BNP Paribas Cardif aligned its customer service and back-office teams with SquAire Interaction

BNP Paribas Cardif wants a customer relations service that lives up to its position as a leading insurer. In a regulated environment with many stakeholders (customers, distributors and third parties), the goal was to deeply modernize how relationships are managed, while making operations more efficient and secure, across a B2B2C scope.

Challenges

• Support its positioning. A customer relations setup that fully contributes to BNP Paribas Cardif’s position as a leading insurer.
• Modernize. Rethink the whole customer relations model around a multichannel approach.
• Win loyalty and sales. Satisfy customers to retain them and support sales growth.
• Strengthen distributor ties. Create the conditions to build deeper relationships with distributors.
• Operate more efficiently and securely.

Solution

• Front and back office, connected. Contact management and information sharing between front and back office, with every relationship workflow modeled and built into the business application chains.
• B2B2C journeys. Customer journeys designed for a B2B2C model.
• One view of everyone. Unified management of customers, distributors and third parties.
• Pending items and complaints. Handling of pending cases and of complaints, including those from the ACPR (the French banking and insurance regulator).
• A global view of the whole business. Front and back office unified in a single view, to steer operations and deepen customer knowledge.

Results

• NPS up from 8 to 40.
• 15% reduction in average handling time (AHT) on the handling process.
• 99.95% availability, for a high level of reliability.
• Top 5 in the 2020 Customer Relations Ranking (Les Echos).
• Smoother collaboration between front and back office.

Key success factors

• A successful integration in a complex, regulated environment.
• Tangible results and continuous evolution of the solution.
• A partnership built on trust, support and expertise.

Customer quote

“Beyond a reliable, secure application, Armatis offers us high-quality support, based on proximity, trust and adaptability. Their ability to understand our business challenges and offer tailored solutions has been decisive.”

Rudi Bellony
Head of Data, IT Department, BNP Paribas Cardif