Reshaping business banking building digital intimacy Qorus Banking Innovation Awards 2022

In 2018, Intesa Sanpaolo defined a new industrial plan focused on providing its business clients a new digital experience and enabling a new service model to create new touchpoints and simplify off-site and remote interactions These objectives have become even more important since the beginning of 2020, when the Covid-19 crisis made remote interactions and end-to-end digital functionalities of the utmost importance for our Customers (e.g. daily operations and extraordinary transaction) Indeed, during the months of the pandemic, digital solutions represented the only way to support Business Clients in guaranteeing a certain continuity to the management of the company and its business processes, as well as a necessary condition to remain competitive and even increase the positioning if successful In this difficult and unexpected context, Intesa Sanpaolo’s strong commitment to Digital Transformation has undergone an even stronger acceleration, fostering the achievement of the 2018 industrial plan goals which include: • Dematerialization of contracts, to reduce the environmental impact of our processes, remove the need to physically store huge amount of paper and create a zero-paper branch experience • Reduction of operating losses, by minimizing the risk of legal disputes related to lost “physical” contracts and optimizing workflows and processes (e.g. improvements in the credit risk assessment tools) • Increase in the acquisition of customers, fostered by a new, easy and intuitive Experience that can compete with both incumbent and non-traditional players in the market • Reduction of the digital customers churn rate, thanks to the optimization of sales journeys and digital platforms that remove possible friction points • Increase in the number of digital sales, following the enablement of remote offerings and Self processes • Reduction in credit granting time, both by introducing completely self-available and real time journeys and creating new employee platforms that simplify the management and monitoring of practices Reaching this point hasn’t been an easy job, but the commitment to an intensive plan and the contingency of the pandemic need made it possible to pioneer our plan by releasing the first digital solutions within the first year and a half Indeed, by June 2020 a new Internet Banking and App dedicated to POE and SME Customers, the main enablers of a digital interaction (i.e. digital identity and a dashboard to digitize companies’ bylaws) and two digital sales Journey (i.e. POS, smart lending) were released Also, a document exchange functionality and the possibility to sign 80+ contracts through digital signature were developed so that customers could subscribe not yet fully digitized product during the lockdown without going to the branch, solutions that have been defined in order to remain usable also after the crisis Within the next six months, more sales Journeys were released to create new commercial opportunities, both by addressing common transactional needs (i.e. Commercial Cards) and by developing solutions for specific business needs (i.e. factoring, short term loans) Between 2021 and 2022, even more digital solutions were developed to enhance digital interactions (e.g., enhanced Corporate Internet Banking and App, new employee workbench, invoice financing and credit management platform) and address specific Customer needs such as those of international clients (i.e. international Confirming) More details about the project, the activities and the accomplishments can be found in the attached presentation