Prioritizing Customer Experience and Security: BNP Paribas Cardif Focuses on Safety and Satisfaction for Its Clients
BNP Paribas Cardif, a leading insurance company specializing in bancassurance, has embarked on a digital transformation journey with the redesign of its online platform, MyCardif. The initiative aims to enhance customer interaction, service delivery, and security through innovative digital solutions.
The MyCardif project is a strategic move to modernize customer interactions, improve security, and provide a seamless experience. The project involves the development of a user-friendly platform and a dedicated mobile app, where customers can manage their insurance policies, access documents, and interact with the company more efficiently.
One of the key innovations is the integration of digital identity, allowing for easy identification and login. This feature has been welcomed by 95% of users. The collaboration with Intesa has also simplified the process of converting clients from the previous personal area to MyCardif.
In MyCardif, clients can view their positions, download tax certificates, book an opening of a claim, and track the progress of their case. The platform also offers personalized insurance suggestions based on the customer's profile and history, and provides immediate support through chatbots or virtual assistants.
Advanced security measures have been implemented to protect customer accounts, including two-factor authentication (2FA) and biometric security, as well as data encryption to prevent unauthorized access.
The results of the MyCardif project are promising. The redesign has led to improved customer satisfaction, with simplified processes for managing insurance policies and claims online or via mobile. The availability of support through digital channels like chatbots and online forms ensures that customers receive assistance 24/7.
Enhanced security measures have also been implemented, reducing fraud and ensuring data protection. The strong encryption and secure data storage ensure that customer information remains confidential.
The redesign of MyCardif has also increased engagement, with personalized communications based on customer preferences and feedback mechanisms to continuously improve services.
After subscribing to an insurance contract through partner distributors, BNP Paribas Cardif's clients can access MyCardif with a few clicks. The update of MyCardif tripled registrations, and the close collaboration with Intesa led to a Net Promoter Score (NPS) above 60 and a Global Satisfaction Score (GSS) close to 100.
Roberta Avanzini, a representative from BNP Paribas Cardif, stated that the redesign of MyCardif focused on usability, aiming to improve the client experience while maintaining security and regulatory compliance. The introduction of the "smart selfie" for recognition is a testament to this focus on usability and security.
The MyCardif project is a significant step forward in BNP Paribas Cardif's digital transformation journey, demonstrating the company's commitment to providing a seamless and secure customer experience. By focusing on user-centric design and advanced security measures, such projects can significantly improve customer satisfaction and loyalty while maintaining the trust inherent in the financial and insurance sectors.
The MyCardif project, with its focus on technology, aims to modernize business operations by providing a user-friendly platform and mobile app, streamlining the management of insurance policies and interactions with the company. The integration of digital identity technology enhances customer service and has been welcomed by 95% of users, while advanced security measures, including two-factor authentication and biometric security, ensure finances and personal information remain secure.
