About
New way of rethinking the branch model, with the digitalization of all processes and the elimination of paper documents: the initiative is providing the customers with a smoother customer experience, and a 50% reduction of the “time to sell” and around 70% reduction in signatures required.
Innovation presentation
In late 2014, Intesa Sanpaolo decided to revolutionize the current branch model to create Zero-paper Branches, with a complete re-design of traditional application processes, that will be fully dematerialized: this will also significantly cut down storage costs and will have a very positive environmental impact, by reducing paper consumption.
The initiative passes through the elimination of the paper documents produced in the course of banking operations, including selling contracts. Bank’s copies will no longer be printed and put in a physical archive but will be digitally produced and stored. Customers may still receive paper documents, but will be encouraged to dematerialize their copies as well: a full range of communication activities, including online videos, One to One communications and brochures, was studied and prepared to ensure that customers are well informed about the project and its benefits. Branch employees as well received extensive training in order to use and stimulate the paperless operations.
The dematerialization will be facilitated by two new kinds of digital signatures, the Remote Digital Signature (RDS), used also for accessing internet banking, and the Advanced Electronic Signature (AES). Customers can view and sign documents with much more ease, saving time and going through a smoother process.
The new Digital Identity contract enacted by Intesa Sanpaolo will simplify customer’s interactions with the Bank, with a single way of access to all relationships (and documents).
At the completion of the initiative, Intesa’s branches are set to become a vital center of digital and physical interactions with the customers.
Uniqueness of the project
The Zero-paper Branch project presents distinguished features:
- Full dematerialization of documents: Intesa Sanpaolo will be the first bank in Italy to achieve a real digitalization of the application processes
- Improved customer experience, by reducing waiting times and providing easier management and better conservation of documents
- New digital signatures, homogeneous across all channels (e.g.: branch, internet banking) and all offers (e.g.: remote, on site), consistent with the new role of the Branch as a “educational hub” toward Direct Channel usage
- Minor operating costs and fewer legal issues, due to safer and cheaper archiving of the documentation
