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Speed, simplicity and new functions, here are BPER Banca's new digital channels
Reply and BPER Banca are tackling the process of transforming the bank's digital channels by renewing the mobile banking app and the internet banking platform.
#Mobile Banking
#Digital Platform
#Digital Engagement
The challenge
To offer a new user experience to the bank's digital services and to modernise the underlying technologies, from renewing the functionalities available to customers, to integrating innovative and valuable functionalities for the customer.
Scenario
The evolution of digital services
BPER Banca, the third largest Italian banking company in terms of territorial coverage, has started transforming its digital platforms as part of the plan for evolving their digital channels. From this initiative, “SMART MOBILE” - the new mobile banking app, and “SMART WEB” - the new internet banking platform were created to offer faster, easier and more intuitive interactions with BPER Banca customers through all points of contact.
BPER Banca's strategy is to improve the quality and variety of the services offered, encouraging the adoption of digital solutions through innovative interactions shared on all bank channels. In this context, the SMART MOBILE and SMART WEB platforms represent an important step to ensure a consistent and personalised experience for the customer, putting their needs at the centre and prioritising attentive listening.
Solution
A modern, scalable and user-centric ecosystem
The renewal initiative saw Reply support BPER Banca in constructing a new multi-channel platform, based on the most modern and innovative technological paradigms with a “cloud native” architecture. The design of the new ecosystem has allowed BPER Banca to evolve its offer on digital channels, maintaining high performance and a high degree of scalability to support important transformation initiatives, deriving from the group's new business plan.
The new ecosystem was also created as a direct communication channel to support the customer and anticipate their needs. Thanks to the direct integration of direct channels with the Salesforce Marketing Cloud platform, it will be increasingly easier to reach the bank's customers, offering “tailor-made” content for different categories of users, taking advantage of the advanced data analysis capabilities offered by the platform. The technological evolution of the IT ecosystem therefore helps BPER to optimise its campaigns and to create new personalised customer paths, making the experience even more engaging and effective.
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How did we do it
New user-friendly and innovative features
The important results obtained for the SMART MOBILE and SMART WEB platforms also derives from the solid UX/UI design principles that have been adopted, with the aim of achieving a concrete digital evolution based on ease and speed of navigation, a completely renewed graphic style consistent with the group guidelines, with better usability, that would meet the first accessibility criteria for the blind and visually impaired. This approach has made it possible not only to improve and modernise the existing basic operations, but also to introduce new functionalities with strong added value, both for the entire new multi-channel platform and for BPER Banca's customers, including:
As far as SMART WEB is concerned, the focus on the innovation component as the main driver has made it possible to optimise the user experience through the developments related to card payment management (blocking, PIN display...); the extension and management of the main payment methods for small/medium-sized enterprises (Riba, salary entry, separate transfers...); and evolved consulting contracts and management of remote finance orders.
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The success of the project
A 360-degree collaboration
Fundamental to the success of the project was the collaboration between BPER Banca and the Reply Group, which worked very closely together, with an agile methodology, developing innovative solutions in a very short time. Considering the breadth of the perimeter, several Reply companies were involved, each of which contributed their own skills to achieving such an important goal: Iriscube Reply, oversaw the implementation of digital solutions, e*finance consulting Reply and Bitmama Reply undertook the analysis and design activities, and Concept Reply did the test and quality assurance activities for the solutions.
The results
Quality and innovation in just a few months
Listening to customers = better UX
The numerous moments of listening to customers, both during the design phase and during the “beta test”, have made it possible to create a completely new experience for nearly 2 million customers served on the bank's digital channels who, in 12 months, have rewarded BPER Banca with a constant increase in store ratings from 2.2 to 4.6/5.
300+ redesigned features
There were 300+ redesigned functionalities, including the renewed operations and new functions that were introduced for the first time for BPER Banca customers, such as the payment of F24, new types of bank transfers, a completely redesigned support and tutorial section, and much more.
"Record" times
In just over six months from the start of the project to the release of the first version of the new app, followed by the progressive roll-out to the main public stores for all the bank's customers. Subsequently, before the merger with Banca Carige, the new internet banking was activated.
100+ professionals involved
A great team of professionals with many specialised skills combined, reflecting the commitment and strong will of BPER Banca in the transformation of its digital offer.
The BPER Banca Group was founded in 1992 on the initiative of BPER Banca. The basic objective is to create a reality in which each Bank can take advantage of the synergies of a large Group, while maintaining operational autonomy and territorial roots. Seriousness, transparency and professionalism are the basic values that inspire the BPER Group's “way of doing banking”, with the desire to promote small household savings and business resources in every context, conceiving the exercise of credit as an instrument for the development and promotion of the territory. The BPER Banca Group is now a strong entity of five commercial banks, all autonomous and well established in the various territories to which they belong. In addition to credit institutions, the Group also includes numerous product companies (managed savings, personal credit, leasing and factoring) and capital companies. The BPER Banca Group can also count on a solid network of partnerships and investments, some of them controlling, in foreign financial institutions. These relationships allow, through special “Italian desks”, to provide effective operational support to all companies engaged in internationalisation processes.
Iriscube Reply is the Reply Group company focused on innovation in the banking and financial fields with a vertical specialisation in digital banking solutions, digital sales platforms, digital onboarding, advanced CRM, digital architectures, mobile technologies, biometrics and advanced multichannel solutions. All managed solutions are based on innovative technologies such as cloud-native architectures to microservices with event communication, AI systems, proximity communication and financial machine learning. Iriscube Reply supports its customers belonging to the banking and financial sector in all phases of the implementation of digital solutions: from the initial study, to the design and definition of the architectures to their development and implementation.
e*finance consulting Reply is the Reply group company specialized in Management Consulting services for Financial Institutions. We accompany our customers in defining and implementing their strategic lines through the declination of new business and distribution models, the evolution of processes and operational tools and the design of new products and services. Increasingly, this means embarking on a Digital Transformation path that requires the ability to combine industry expertise with full command of technological innovation and the ability to decline it in a way that is relevant to the business.
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Bitmama Reply is a Creative & Design Consultancy founded in 2009 with the mission of empowering the business growth of companies. Driven by strategy & creativity and nourished by the most innovative technologies, Bitmama Reply strives every day to realize the ambitions of its clients.
Concept Reply is the Reply group company specialized in the research, development and validation of innovative solutions in the IoT (Internet of Things) field. Concept Reply is also now recognized by the market as a center of competence and excellence in Testing & Quality Assurance and has a Business Unit dedicated to this type of service. Concept Reply was founded in 2009 following the acquisition by the Reply group of the Motorola research and development center in Turin; thanks to its laboratories and an international team of professionals specialized in QA and Validation, it is able to provide companies with end-to-end support for the validation of products and services, while optimizing costs and time-to-market.