360° access to BIL

The world of banking

services has changed dramatically over the past few years. As digital apps have become the norm, clients today are more connected and better informed. Fast, flexible and practical: it’s what clients expect when handling their day-to-day banking operations. They also want personalised advice when embarking on a new project. And this is where BIL’s employees truly stand out. The Bank’s strategy is to the point: “more digital, more human”. Digital can’t replace humans, but it does, however, enable advisors to spend more time concentrating on their clients’ life goals. To meet expectations, BIL has increased its range of services and its distribution network. With this 360° approach mixing human and digital, BIL can offer the right service, at the right place, at the right time. So for every customer request, there’s a special point of contact, adapted tool and advisor on hand, providing non-stop access to all the Bank’s services. For physical access, BIL’s branch network criss-crosses the country. The branches have been fully re-designed to meet clients’ advisory needs. For remote access, a team of advisors are on hand at BIL Direct Center, answering questions and helping clients with day-to-day operations. For digital access, the Bank’s online platform BILnet gives users access to all the Bank’s services 24/7. BIL customers can conduct transactions anytime, anywhere. 360° access to these services is essential for maintaining close client relationships.

Since May 2020, to meet changing client needs, BIL now offers three new types of branches which embody our philosophy: more digital, more human.

BIL’s new-look branches

Clients’ needs have dramatically changed over the past 20 years. Thanks to the digital transformation in banking services, clients are more independent when it comes to managing their accounts. Day-to-day operations can be done anywhere, anytime. The Covid-19 pandemic has accelerated this trend, even amongst those most reluctant to using online services. However, with increased independence, they expect their advisor to offer more advice and more expertise when planning for the future to meet their goals, like buying a house, financing a child’s education or preparing for retirement.

Confronted with such change, BIL has redesigned its branches to act as advice and support hubs: advice for clients looking to get answers and solutions for life events or professional projects; and support for those taking their first steps into BIL’s digital world.

Our branch repositioning is in synergy with BIL Direct Center, the Bank’s call centre where teams are on hand by phone or secure messaging. By developing our branches and remote services, BIL remains true to its philosophy: a more digital, more human bank. For BIL, a branch is much more than just a building, it’s first and foremost all the men and women who work there.

Office, Shop, House In 2020, BIL decided to introduce three new branch formats (see right) to better meet our customers’ needs. What binds them is the importance put on human interaction, and the aim being to foster exchange between staff and clients. Therefore, the space was re-designed to enhance the bankers’ role, with a larger area for one-to-one meetings. For our busiest branches, clients are welcomed by a member of staff manning the front desk, ready to answer any questions. Staff are open and attentive as they help clients navigate BIL’s products and services.

The Bank is transforming its services and branch network in order to adapt to demographic, technological and consumer behaviour changes. Our branches will always be here in the future, as the need for advice will certainly increase. And with the increase in mobile working tools, who’s to say that it won’t be branches and bankers going directly to clients – and not the other way round.

3 types of branches:

“Office” branches focus exclusively on advice and supporting clients with their projects. Relationship Managers are available by appointment over a wide range of hours. The majority of BIL’s branches are BIL Office.

“Shop” branches have an added “information and digital support” element. Not only are they for clients looking for advice concerning their future projects, but also for those who require occasional support with online banking.

At “House” branches, not only can you book an appointment with an expert for advice and get help with online banking, but staff are also on hand for over-the-counter services like cash withdrawals or deposits. In short, it’s the traditional branch concept.

BIL’s number one goal is to listen to our clients’ needs and provide quality service. This is where the BIL Direct Center teams step in. Connected banking

Keeping connected with clients remotely

The BIL Direct Center (BDC) teams are responsible for dealing with clients’ requests and comments remotely, but also for guiding and assisting them in their day-to-day operations, making them experts in the art of customer satisfaction. Be it by phone or via BILnet secure messaging, our advisors can respond in five different languages and help new clients open an account online. Let’s just say that versatility, flexibility, dynamism and technical skills are prerogative of all BDC team members!

It’s clear that the Covid-19 pandemic caused BDC’s level of activity to skyrocket. Out in front was digital assistance, due to the rise in the number of users. BILnet became clients’ most preferred method of communication, but also a vital tool for managing their finances. For a rough idea, the number of messages received went from 8,000 a month to 11,000 last January. Even the most reluctant have gone digital, accelerating a trend that was present well before the health crisis, and will undoubtedly exist beyond it.

This increase in activity is obviously not without consequence on the running of BDC. To continue providing the best service possible and satisfactory customer service response times, the teams have been bolstered by the arrival of new team members.

While BDC staff have solid knowledge in all areas of banking and finance, they may also transfer more complex queries to the Bank’s experts. Collaboration and interactivity are key for successfully carrying out their job. Just like those in the technical hotline team, who are constantly in touch with IT staff, for the latest updates and information related to the BILnet app.

Whatever the contact method or circumstances, people are at the heart of BDC’s mission. Behind every call, every message, there is a person with a particular need. The teams are aware of this and every day give their undivided attention and apply their full skill set when helping and assisting all of BIL’s clients.

My bank: wherever, whenever

The BILnet app has been met with overwhelming success and is one of the most popular downloads on app platforms. Almost 20 million log-ins are registered on the app each month. With their “bank in their pocket”, customers connect around 20 times per month on average. This trend should increase in coming months, as new functions and service upgrades are constantly added to the app.

24/7 banking

Online banking services are an essential cog in the BIL wheel. With BILnet, clients now have access to their bank right at their fingertips, anytime, anywhere. We chat with Didier Richter, Head of Daily Banking & Payments at BIL.

What is BIL’s digital strategy? First of all, BIL wants to provide its clients with accessibility, 24/7. We’re developing digital tools that will enable this, without, strictly speaking, becoming an internet bank. Digital banking is an essential tool for our clients, which complements services offered by our advisors in-branch or via BIL Direct Center.

With the BILnet app and our secure website, clients can carry out day-to-day operations, like checking their accounts, making a transfer or asking a question quickly and easily from their smartphone or computer.

With a fully secure app like BILnet, clients also have access to other partner services such as Digicash, to third parties like Apple Pay, or to services like Pay at Pump. Clients with a Fitbit or Garmin smartwatch can also use it to make payments.

Is it a way of providing greater accessibility for customers? Absolutely, our clients can access our services even when our branches are closed, which is particularly useful during these current pandemic times. When a user sends a message via BILnet, it’s automatically directed either to their Relationship Manager or to BDC, depending on the issue. The digital teams work closely together with BIL Direct Center (see left) to keep in constant contact with clients and provide assistance with BILnet.

What changes can we expect to see in the future? We’re seeing three major trends: more speed, more mobility and more openness.

Operations made have become increasingly faster. In July 2020, we introduced instant payments. People’s need for speed won’t slow down, and as a result, the amounts authorised for instant payment will change too.

More mobility, as clients are connecting more and more via their smartphone. It’s already the most popular way for clients to log on and this trend should increase further. Clients with BILnet log on almost everyday via their smartphone.

More openness thanks to open banking. The various banking sectors are going to open up one after the other, and, if the client wishes, these additional services can be combined with the Bank’s existing offers via its app.

>than 90%

of our clients are connected to BILnet

(18-80 year-olds having used BILnet in the past 6 months).

“Clients with BILnet log on almost everyday via their smartphone.”

50%

of transactions are done via the mobile app

70%

the percentage of BILnet users who use their smartphone to log on