39 I SOCIETE GENERALE 2013-2014 INNOVATION SPIRIT At Societe Generale, we believe digital media provide a great opportunity to develop and improve our relationships with customers To meet the demands of these consumers, Societe Generale has, over the past few years, introduced even more innovations that employ new technologies to make life simpler, especially when it comes to payment methods. In 2013, the company launched a service for transferring money by text. In Strasbourg, it is taking part in a citywide contactless payment experiment (using Near Field Communication or NFC). Since 2013, it has also offered the Paylib "e-wallet", which eliminates the need for online payers to enter a card number. The customer just enters an ID then approves payments within the app. This innovation has been implemented very quickly, in partnership with BNP Paribas and the Banque Postale, with the goal of making it an e-commerce standard. More than 140,000 customers and 170 online stores have already adopted it. On social networks, Societe Generale has sought to generate maximum interaction with its clients. All of this is done to enhance the service. In July 2013 the bank made a commitment to answer questions sent by customers to the @SG_etvous Twitter account in under 30 minutes and has been involved in online after-sales service since 2011. This was the first time that a major bank had made such a promise for social networking. Since then, @SG_etvous replies to 400 to 500 customers per month. 600 million logins to Societe Generale accounts from mobile devices and computers each year 1 million fund transfers from mobile devices every month, a number that has doubled in just one year 600,000 fans across all social networks (Facebook, Twitter and LinkedIn), including more than 23,000 followers for the @SG_etvous Twitter account Innovation and co-creation with Internet users "At Societe Generale, we believe digital technologies provide a great opportunity to develop and improve our relationships with customers," says Antoine Pichot, Head of Multichannel Distribution for Societe Generale Retail Banking in France. This increasingly interactive communication makes it possible for the bank to better understand its customers and offer them the most helpful solutions. Customers even contribute to the innovation process. Because it knows that Twitter only gives it access to a highly web-savvy audience, the bank has also designed an internet-based discussion and co-creation platform, "SGetvous.fr", which collects questions and ideas from online visitors. Since 2012, it has answered more than 3,000 questions; 800 ideas have been analysed and put to a vote. This flurry of activity has resulted in nearly 25 innovative projects that are now underway. The newest features of the Societe Generale app have mostly come out of this open design process, SG ET VOUS SOCI E T E GENER AL E’S CO- CRE AT ION P L AT FORM
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