BPER, redesigning processes for a complete customer experience

Success stories told by our customers

On one hand, increasingly complex, articulated and diversified interactions. On the other, the need for simplification and immediacy in the customer experience. A complex context that post-pandemic companies are learning to manage. In banking and financial institutions, regulatory obligations add a further level of complexity.

This is why implementing the digital customer experience cannot be interpreted as simply dematerialising documents, but must be supported by a deep restructuring of processes that can meet the customer’s digital needs. This is the approach also adopted by BPER, a banking institution with a 150-year history, which turned to Intesa precisely to restructure its interaction with customers.

«The main goal of the whole journey was to review, rethink and improve the user experience, or rather, to revisit the experience as a whole. With this goal in mind, we started by mapping our processes, looking at business processes, areas and activation segments, and from there we identified the areas we could tackle and where we could bring this kind of user experience revamp to get the greatest benefit from it». These are the premises set out by Omar Campana, IT Director at BPER, who described the bank’s digital transformation journey during the ABI Lab Forum event this past 23 March.

Starting precisely from process mapping, BPER then implemented a service enabling the electronic signature of contractual documentation with secure signer recognition, so as to sign contracts remotely while guaranteeing their legal validity. All documentation is subsequently stored in compliance with regulatory archiving requirements. The analytical design of the solution, however, led to the creation of a recognition, signature and document management platform capable not only of offering customers an additional service, but also of making business processes more flexible and scalable, thanks to its microservices architecture. The resulting solution thus becomes integrable, adaptable and able to evolve. But that’s not all: for BPER it was important to achieve a reliable and resilient solution. The platform’s resilience is also cited by the IT director among the drivers behind the choice of technology partner:

«Another of the factors that guided us in defining the technology partner, but which in general continues to be key, is the dynamic of resilience. We always have to measure ourselves against the level of reliability expected from this type of solution. Rolling out a service that enables a new or reimagined total experience must always be measured against the “expected”, which by now has become part of our everyday experience. Full functioning is an element that must never be called into question and is anything but simple to build, but it must be maintained by combining a dynamic of change and adjustment».

In short, a digital transformation born from careful analysis and starting from the foundations of the company’s structure, which brings tangible benefits in the short term and the ability to adapt to future needs. Campana continues:

«If we talk about future developments, from a technological point of view, ModelOps operations can only become increasingly pervasive. Thinking, for example, of managing those areas where a touchpoint and user experience analysis model serves as the input for data collection feeding a ModelOps component that analyses behaviour and outputs feedback on how to optimise and evolve the UX and UI».

A testimony to a digital transformation that is profound, analytical, and above all ongoing, ready to face every future challenge.