BPCE - 2020 Universal Registration Document

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PRESENTATION OF GROUPE BPCE

TEC 2020: A STRATEGIC PLAN FOCUSED ON DIGITAL TRANSFORMATION, COMMITMENT AND GROWTH

TEC 2020: a strategic plan focused on digital 1.4 transformation, commitment and growth

The strategic plan for the 2018-2020period, entitled “TEC 2020” focuses on a combination of Digital transformation in order to seize opportunities created by the ongoing technological revolution, Engagement towards the Group’s customers, employees and cooperative shareholders, and Growth in all its core businesses.

The Covid-19 health crisis in 2020 impacted the last year of the strategic plan and the Group’s businesses. However, it has highlighted the relevance and effectiveness of the systems put in place for business continuity in service of customers and the economy.

Digital transformation

The Group continued its Digital Inside strategy, initiated two years ago, which consists in disseminating digital technology in all companies in order to radically transform them. It involves the appropriationof digital technologyby all employeesby giving them a key role, that of prescriber and actor with customers. This digital transformation is led by the 89C3 Factory, the dedicated organization in charge of supporting the technological vision and development of digital products, in collaborationwith the Banques Populaires, the Caisses d’Epargne, and the IT operators of the I-BP, IT-CE, BPCE-IT group. The objective is to achieve the best possible scores in terms of customer satisfaction by raising the Group’s digital NPS (Net Promoter Score) to the level of pure players. To achieve this, the Group has developed joint customer interfaces and has raised the account managementweb spaces to the level of mobile apps, with functionalities that are constantly upgraded (authentication, card management, budget summary, account aggregation, and application process). The development of the digital spaces has made it possible to achieve the highest level of quality of service and customer satisfaction, with an NPS of +43 at the end of December 2020, an increase of four points since the start of the plan, and scores of 4.4/5 on stores for mobile applications. Digital application processes have been developed for consumer and home loans for individual customers and equipment loans for professional customers. Thus, in 2020, the share of consumer loans initiated via digital channels amounted to 20% for the Caisses d’Epargne and 14% for the Banques Populaires. All these achievementshave contributed to the increased use of digital channels by customers. At the end of 2020, more than 76% of the main customers of the Banques Populaires and Caisses d’Epargne had used one of the digital channels available to them, representing an increase of nearly ten points over the duration of the strategic plan. The Group also continued to optimize its operating model in retail banking, with the multi-year program to encourage

electronic signatures and paperless documents. In 2020, electronic signatures were used widely for applications and amendments, making life easier for customers and reducing printing costs. In the context of the health crisis, the Sign’it electronic signature solution made it possible to finalize more than 117,000 contracts with companies and professionals, including State-guaranteed loans. The Group also deployed virtual assistants to automate processes, particularly in the back office, and increase efficiency, and continued to use automatic document recognition and reading technologies. The Group gradually rolled out Office 365 to facilitate collaborationand sharing, including across businesses and while on the move. New communities were created (digital ambassadors, digital champions, and data management officers) to support, disseminate and bring to life the digital transformation within the Group’s companies. In the context of the health crisis, the widespread deployment of digital tools enabled Group employees to work remotely, wherever they were, while maintaining a high level of safety. Over the entire duration of the strategic plan, more than 40% of IT investments were dedicated to digital. The Group also strengthened its technological resources by acquiring a private cloud available to the Banque Populaire and Caisses d’Epargne’s IT businesses. MyCloud is part of the DevOps strategy that aims to bring developers and operations teams together. Equipped with a catalog of hosting and development solutions (servers, software, databases, etc.), MyCloud enables institutions to create banking and non-banking applications independently and to manage their private needs ( e.g. showcase sites, HRIS, etc.). Finally, a new organizationwas put in place around digital, data, artificial intelligence, and innovation in view of the next strategic plan.

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UNIVERSAL REGISTRATION DOCUMENT 2020 | GROUPE BPCE

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