With you
round the clock
BCV
Who we are
Germany
Vaud
Zurich
Austria
Bern
Lausanne
Lake Geneva
Lausanne
Geneva
Italy
France
Geneva
Switzerland
2
Switzerland’s fifth largest bank in terms of AuM
Total assets (CHF bn)
3
Four core businesses
Retail banking
Wealth
management
• 420,000 customers
• 425 employees
• CHF 76bn of AuM>
Corporate
banking
Trading
• 2 out of 3 local SMEs
• More than CHF 10bn
in loans
• 75 traders
• largest trading floor
in French-speaking
Switzerland
4
A market leader in the region
PAYERNE
YVERDONLES-BAINS
N°1
• 9 decision-making
centers
ECHALLENS
• 69 staffed outlets
LAUSANNE
MORGES
PULLY
VEVEY
NYON
AIGLE
5
With you round the clock
Our integrated multi-channel
approach keeps us in constant
contact with our customers
6
The importance of an integrated multi-channel
approach
Current consumer trends in banking
People use branch offices less than before.
Buying decisions are often initiated online.
However, sales still tend to be closed in a branch office
(high value-added).
Our response
We try to understand our customers’ preferences:
• preferred channels
• depends on which step of the process they’re at.
We then define the role of each channel at each point in the process.
Need for an integrated approach
7
The benefits of banking with BCV
The advantages of
(Retail Banking segment) compared with…
HNWI
Larger branch network
(>69 vs. 18 and 11)
Affluent
Access to
banking specialists
Retail
Greater presence
in urban areas
8
Internet at the start…but the branch at the end
Use of channel (%)
Refining the idea:
more info etc.
Initial idea
Branch
34
Word-of-mouth
22
Internet
12
Mail
8
5
90-95%
29
19
Telephone
Other
26
Purchase
21
14
17
only 5-10%, but latent
underlying demand
potential
14
9
Understanding how customers do their banking…
Example: mortgage loan
Online
In person
Looking for the best bank
55*
Looking for the best loan offer
53
47
Getting information
43
Getting a quote
Getting the final OK
10
16
8
16
26
20
16
24
31
Getting the ball rolling
8
15
35**
Getting repayment info
Getting updates
12
By telephone
30
14
14
16
13
24
31
Source: Forrester Research 2006
10
…means each channel has a defined role in each
step of the process
Minor
Major
Points of
contact
Initial idea
Branch
Brochures available
Creating product
awareness
Meeting to finalize sale Updates on
branch visits
Website
Product information
Providing info, Q&A
Comparisons
Online product
access
Updates, info
on other products
Contact
center
Call potential
customers
Referral to
specialized advisor
–
Updates if client
phones / customer
satisfaction check
Refining the idea
Purchase
Further
purchases
11
The number of people going to branches is likely to
drop
% of customers who prefer to go
to a branch: by age group
% of customers who prefer to go to a branch:
future trend across all age groups
2006, %
25 - 34
35 - 44
45 - 54
55 - 64
%
44
51
2006
58
60
2015
65
65+
2025
45
30
77
Source: Forrester Research 2005, McKinsey
12
Cost reduction through an all-round approach to
banking
Base 100 = transactions in branch office with teller
100
48 to 67
11 to 25
7 to 11
Branch
Contact
center
•Sources: Forrester; Booz Allen Hamilton; Nordea; Union Bank
ATM
e-Banking
13
The modern way of living
Second marriage
Family
Second family
10
Study
Live at
home
Have children
Move in
Get
with partner
divorced
Travel
abroad
8
Start work
Get
married
Death
of a
parent
Move in with third partner
Buy a
home
6
Children leave home
Rent a
home
Partner dies
4
2
0
Age
0
10
20
Source: The Henley Centre
30
40
50
60
70
80
14
The keys to success
Integrated approach
1
2
Matching up:
• product
• customer
• channel
Efficient CRM
Strategic
Tactical
15
An integrated approach
Contact
center
Branch
With you round the clock
Internet
ATM
16
Contact center priorities: our services and our
image
Telemarketers
Client
advisors
Welcome,
basic service
Welcome individual
customers by
telephone
Support for
marketing
campaigns
Provide information and
advice to retail banking
customers via telephone
Support for
telemarketing
campaigns
Provide customers with
products for their
everyday banking needs
A skills center
and training
ground for
future retail
advisors
Identify potential private
banking clients
Directly deal with
simple requests
17
24/7 service: is it really that important?
Contact center
opening hours
Distribution of calls throughout the day
Average number of calls received each hour
132.2 141.8 141.6
122.1 118.0
85.7
79.5
102.4
47.8
0.2
0.1
0.1
0.1
0.1
0.5
7.9
1
2
3
4
5
6
7
36.7
12.7 4.1
8
9
10
11
12
13
14
15
16
17
18
19
2.0
1.3
1.6
1.1
0.2
20
21
22
23
24
Source: Data from telephone system (June and October 2006)
18
An all-round approach
Contact
center
Branch
With you round the clock
Internet
ATM
19
Use of internet and e-banking in Vaud Canton
by age group
% of the population
25%
70%
20%
64%
50%
74%
57%
15%
49%
74%
10%
27%
48%
48%
12%
8%
6%
31%
6%
4%
5%
2%
1%
0%
Age
14-20
Total population
21-29
30-39
Population that regularly
uses the internet
40-49
50-59
60-79
Population that banks online
Source: Étude DémoScope 2005, Vaud
20
Use of internet and e-banking by affluent clients in
Vaud Canton
% of the population
50%
60%
50%
40%
42%
60%
30%
68%
55%
20%
56%
76%
14%
10%
5%
58%
8%
3%
0%
Assets
0-25k
Total population
25-50k
Population that regularly
uses the internet
Source: Étude DémoScope 2005, Vaud
50-250k
250+
Population that banks online
21
A modern and accessible site
An all-round
approach
The latest web
technology
Multimedia
content
22
The first bank on Second Life
23
An all-round approach
Contact
center
Branch
With you round the clock
Internet
ATM
24
Largest market share in Vaud Canton
ATMs by bank
Caisse épargne
MigrosBank
Other
CoopBank
1%
4%
Credit Suisse
2%
8%
BCV
1%
33%
PostFinance
15%
17%
18%
UBS
Raiffeisen
Vaud Canton (total: 420)
25
ATM locations
Selection criteria and growth potential by sub-region
26
The largest network in Vaud
171 BCV ATMs
41 off site
130 in branch
New ATM features:
busy areas
Exchange rates
Topping up mobile phone credit
universities
large companies
Bank statement with the last 50
transactions
Request to be contacted by
an advisor
27
An innovative project for completely automated
banking booths
28
An all-round approach
Contact
center
Branch
With you round the clock
Internet
ATM
29
Our brand identity comes through on all levels
The BCV brand
Signs and logos
Brochures
Branch
network
•
•
•
•
•
21 branches renovated
3 new branches opened
43 branches revamped
5 branches closed
120 meeting rooms renovated
30
Our new BCV branch-office floorplan
3
4
2
1
31
Example: ATM services
32
Convergence zone
33
Counters
34
Meeting rooms
35
Our new ‘mini’ branches
36
With you round the clock
Our integrated multi-channel
approach keeps us in constant
contact with our customers
37