Customer Centric

If it is difficult for you to follow-up your administrative tasks, there is an innovative solution proposed by the Dutch bank: Insinger de Beaufort.

This bank is specialized in wealth management and has signed a strategic partnership with BNP Paribas Private Banking in August 2008.

The bank is helping their clients with a personal support for their administrative tasks through a new service called:  Shoe Box.
Each month, the bank is sending a box to the client’s home.  She/he can store in it all different administrative, financial or banking files (as it goes). The box is picked-up at home a few days later and the bank takes care of the follow-up of each task and provides the customer with a detailed report on a regular basis.

I found this initiative very smart as it gives a refreshing tone for branding efficiently a service which is difficult to make distinctive amongst other private banks’ offers.

Benefits for the client
- Time saving (and time is money)
- User friendly and very simple
- Opportunity to get advices for optimizing his/her situation

Benefits for the bank
- Propose a simple solution to the client
- In-depth knowledge of the personal situation of their clients
- Great opportunity to propose individual advices matching the situation of each client
- Effective way to reinforce the loyalty of their customers

Con’s
- Having access to private banking

It is a good example of how a service can be designed to make the life of customers more simple based on an actual need.