www Read more http://www.ideespourvous.fr Société Générale, BDDF/DCM/CCM - Tour Granite - 75886 Paris Cedex 18, S.A. au capital de 998 320 373,75 EUR - 552 120 222 RCS Paris, siège social : 29 bd Haussmann 75009 Paris. Réf : xxxx. Février 2014. FRED & FARID http://www.societegenerale.com/en/banking-explained/banking-relation/new-ways-to-pay 40 I SOCIETE GENERALE 2013-2014 which prevents the tool from becoming too convoluted. This was the case for the budget management feature, which has 700,000 users, and the feature for viewing and sending bank statements directly from a mobile device. The app for self-employed professional customers that launched in 2013 – the first designed specifically for this market – was cocreated with customers and then tested by them on Twitter and in branches. A multichannel bank you can talk to The wealth of discussions taking place online, however, does nothing to diminish the "face-to-face" customer relationship. Even if 86% of customer contacts with the bank are digital these days, three out of four people in France continue to visit their branch at least twice a year. "About 80% of the digital natives we surveyed want to stay in touch with a bank branch. It reassures them when they’re dealing with major transactions like taking out a student loan or signing up for savings products when looking to invest their first paycheques", notes Frédéric Jacob-Péron, the Head of Marketing for Societe Generale Retail Banking in France. "The personal banker and the branch are still central to the relationship-focused model", says Laurent Goutard, Head of the French network. Additionally, even when it is remote, the relationship is not a virtual one: this is the idea behind the Agence Directe online branch. Since 2011, Agence Directe has provided customers who want to manage all of their transactions remotely with personalised follow-up and real live financial advisors who are available during extended hours. Agence Directe's customer satisfaction rate is 95%. “The goal of Societe Generale Retail Banking in France is not to move to a 100% digital model, but to be a multichannel bank in the full sense of the word, making the best possible use of diverse forms of communication in order to stay in touch with its customers," says Antoine Pichot. Visits to branches will increasingly focus on high value-added activities. "Branches are becoming a general-purpose platform that directs customers towards specialists who fit their profile and needs: mortgages, asset management, business services, etc.", predicts Laurent Goutard. Coordination is the key to a perfectly fluid banking relationship. Societe Generale has already taken care to ensure that essential account management services are accessible on every channel. It pays close attention to the interactions between these channels. As proof that the system works, Societe Generale's French network was voted best for customer service in 2014, with an overall score of 16.18 out of 20 for all channels combined, while other brands in its class had to settle for a "good" rating. ■ * From a study by Bain & Company ** From MyPrivateBanking Research, which analysed over 200 mobile apps from 50 banks
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