Improving customer satisfaction thanks to the Tessi Post LRE solution
Over recent months, BforBank, Crédit Agricole Group’s online bank, has been testing the Tessi Post LRE solution for the benefit of its new customers opening a securities account. The trial has been a success and will now pave the way for a broader and more long-term use of the solution. The health crisis and its consequences highlighted the adaptability and agility of BforBank. It particularly led the online bank to move away from its usual processes and to try new solutions.
Céline Larratte, Supervisor of the bank’s middle- and back-offices: “During lockdown, the French postal services were greatly slowed down. We particularly needed to find a way to send the secret activation codes for opening a securities account that was until now always done by traditional registered letter.”
The need was all the greater because the number of requests to open securities accounts increased sharply due to the volatility of the markets during this period. After considering using private parcel services, it was finally a discussion with Tessi that led to the bank testing the electronic registered mail solution.
Coordination between the BforBank and Tessi teams was at the heart of the process
Between March and June, a little more than 7% of the secret codes for security accounts were sent by electronic registered mail. As Céline Larratte recalls, “We never stopped the standard process, knowing that the postal services were still operating correctly in many regions. The electronic solution was implemented in a derogatory manner for new clients who had not received their code through the post.”
A special process was therefore deployed for this use. Every day, a specific file was created manually by the bank’s Operational IT Department, then sent to Tessi’s teams. This approach got excellent feedback from the bank’s new clients, who were thrilled that an alternative solution was offered to them.
Looking towards an automation of the flows
So, the project, which is now over, achieved its aims. However, the use of electronic registered mail should not end here, anything but: “At BforBank, we are progressively thinking about improving our processes, so the system will be used and extended to all our products as part of this approach,” explained Céline Larratte.
The aim is to be able to send all the codes to new clients solely by electronic registered mail. There are many expected benefits: reducing lead-times for starting business relations, increasing customer satisfaction, saving on postal costs and even reducing the use of paper.
“For this we will modify our flows so that we can have a fully automated and transparent system, like before, but with a process, a path and reception that is adapted to this electronic solution.” Finally, this solution enhances the legal power of these exchanges: an additional level of legal security that is far from negligible in the banking sector.