The MRA’s project (agencies network modernization project) was the first step toward a new commercial organization model, aimed to increase proactivity. By adapting the welcoming methods (limiting counters opening hours, automatic machines, renovation works…) and by organizing a targeted training program to enhance the skills of its employees, the BCI continue its transformation, rewarded by its performing sales results.
At the end of 2020 and in order to continue on the MRA’s path, the IMPACT project was born, with the ambition of giving BCI’s employees, the resources and the tools to achieve ambitious goals set by BCI.
BCI was inspired by the “Contact Plan” tool, developed by BRED, and combined it to a CRM’s project (not featured at the BCI at this time). IMPACT project is based on 2 distinct components:
- The proactivity path, by providing targeted sales opportunities, throughout the year with a high probability of achievement. The opportunities offered may concern all types of products or services offered by BCI.
Per example, if a client got an exceptional credit movement on his account, BCI account manager will be immediately informed and will be invited to deal with this opportunity as soon as possible, by contacting his client and offering tailored investment solutions.
These opportunities are developed by the new Data Scientists’ team, which is at the heart of the new organization at BCI, and which formulates customized algorithms per client, with a high degree of relevance. It maximizes chances of achieving the sales offered through the tool.
- The client relationship management, by offering an enriched client file (with visualization of sales opportunities by client) and a history of the multi-channel banking relationship. These are essential tools, designed to save Front Office staff valuable time, particularly when preparing for their appointments.
By empowering BCI employees to be more efficient, save time and therefore be able to focus on high value-added tasks for BCI, the IMPACT project is a key milestone in the continued deployment of our proactive business model.
This is a structuring project at the commercial level, and strategic for the BCI as a whole. It is perfectly in line with the “CAP22” strategy with a clear objective: to satisfy clients even more by offering them the right products and services at the right time, in order to increase the share of commissions in the bank’s NBI in a sustainable manner.
The IMPACT project is a long-term project, currently under development. A first piece has just been put into production with the targeted population of “business actors” who contributed to the project.
This project is accompanied by a vast action plan to deploy the new agencies network’s business model, MRA II, aligned with BRED’s strategy.