Prioritizing customer experience and security at BNP Paribas Cardif
BNP Paribas Cardif and Intesa Enhance MyCardif Customer Portal for Improved User Experience
BNP Paribas Cardif, in collaboration with Intesa, has introduced several innovative features in their MyCardif customer portal, aimed at enhancing user experience and improving customer satisfaction.
The redesigned portal offers a personalized dashboard, allowing customers to easily access their insurance policies, submit claims, and track processing status in real-time. By integrating various insurance and financial services in one place, customers can manage multiple products seamlessly without navigating different platforms.
Digital document management is another key innovation, enabling customers to upload, store, and retrieve important insurance documents digitally, reducing paperwork and improving convenience. The portal also incorporates AI-driven chatbots and virtual assistants to provide immediate responses to common inquiries and guide users through service processes.
Strong focus on mobile usability ensures that customers can manage their policies on the go. These improvements have led to a significant reduction in calls to customer service centers, as customers now have 24/7 access to their accounts and services.
Real-time updates and digital claim submissions have accelerated resolution time, enhancing trust and satisfaction. The intuitive interface and personalization features make interactions simpler and more engaging, while increased transparency contributes to higher retention rates.
In 2020, BNP Paribas Cardif, together with Intesa, launched a redesign focused on usability for MyCardif. Today, 95% of users choose this method, and registrations have tripled. The MyCardif customer journey is being redesigned to further simplify and speed up the process.
BNP Paribas Cardif and Intesa are looking at new onboarding solutions and the next evolutions of digital wallets. The close collaboration covers every aspect of the service upgrade, with service level agreements (SLAs) and constant data analysis from BNP Paribas Cardif and Intesa platforms playing a crucial role.
The financial and insurance sector has a history of adopting innovative technologies. BNP Paribas Cardif was one of the first insurers to introduce smart selfie recognition. Today, customers can access MyCardif with just a few clicks after signing an insurance contract. They can submit claims and upload documents directly through their MyCardif account.
The goal is to establish new touchpoints with customers and consistently offer an optimal level of service. Customer satisfaction monitoring systems consistently report a Net Promoter Score (NPS) above 60 and a Global Satisfaction Score (GSS) close to 100.
The upgraded MyCardif service was later upgraded to enable digital identity-based authentication and login. The collaboration enabled a smooth transition process for customers moving from the previous personal area to MyCardif. The goal of the MyCardif project was to maintain a top-tier service that is accessible, inclusive, and secure.
Users can manage their insurance policies, submit claims, and track processing status in real-time on the redesigned MyCardif customer portal, which integrates various financial services technology. By streamlining these processes, BNP Paribas Cardif and Intesa aim to provide a seamless business experience for their customers, leveraging advancements in technology to improve customer satisfaction.
