With you round the clock 

With you round the clock 

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BCVWho we are

Switzerland

Vaud

Lausanne

Italy

Austria

Germany

France

Bern

Zurich

Geneva

Lausanne

Geneva

Lake Geneva

3

Switzerland’s fifth largest bank in terms of AuM

Total assets (CHF bn)

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Four core businesses

Wealth management

• CHF 76bn of AuM>• 420,000 customers

• 425 employees

Retail banking

• 2 out of 3 local SMEs• More than CHF 10bn in loans

Corporate banking

• 75 traders• largest trading floor in French-speaking Switzerland

Trading

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A market leader in the region

YVERDON-LES-BAINS

PAYERNE

ECHALLENS

NYON

MORGES

LAUSANNE

PULLY

VEVEY

AIGLE

• 9 decision-making centers

• 69 staffed outlets

N°1

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With you round the clock

Our integrated multi-channel approach keeps us in constant

contact with our customers

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The importance of an integrated multi-channel approach

Current consumer trends in banking

People use branch offices less than before.

Buying decisions are often initiated online.

However, sales still tend to be closed in a branch office (high value-added).

Our response

We try to understand our customers’ preferences:

• preferred channels

• depends on which step of the process they’re at.

We then define the role of each channel at each point in the process.

Need for an integrated approach

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The benefits of banking with BCV

The advantages of (Retail Banking segment) compared with…

Larger branch network

(>69 vs. 18 and 11)

Access to

banking specialists

Greater presence

in urban areas

HNWI

Affluent

Retail

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Internet at the start…but the branch at the end

5

8

12

19

22

34Branch

Word-of-mouth

Internet

Telephone

Mail

Other 14

17

14

21

29

26 90-95%

Initial idea Refining the idea: more info etc.

Purchase

only 5-10%, but latent underlying demand potential

Use of channel (%)

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Understanding how customers do their banking…

Source:Forrester Research 2006

Looking for the best bank

Looking for the best loan offer

Getting information

Getting a quote

Getting repayment info

Getting the ball rolling

Getting updates

Getting the final OK

55*

53

47

43

35**

31

26

20

Online In person

12

15

16

16

24

30

14

14

8

8

10

16

16

13

24

31

By telephone

Example: mortgage loan

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…means each channel has a defined role in each step of the process

Further purchasesPurchaseRefining the idea

Branch

Points of

contact Initial idea

Minor

Major

Website

Contact

center

Brochures available

Product information Providing info, Q&A

Comparisons

–

Meeting to finalize sale

Online product

accessUpdates, info

on other products

Call potential

customers

Referral to

specialized advisor

Creating product

awareness

Updates on

branch visits

Updates if client phones / customer satisfaction check

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The number of people going to branches is likely to drop

Source:Forrester Research 2005, McKinsey

% of customers who prefer to go to a branch:

future trend across all age groups

30

45

602006

2015

2025

77

65

58

4425 - 34

5135 - 44

45 - 54

55 - 64

65+

% of customers who prefer to go

to a branch: by age group

2006, % %

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Cost reduction through an all-round approach to banking

Base 100 = transactions in branch office with teller100

11 to 25

48 to 67

Contact center

7 to 11

ATM e-BankingBranch

•Sources: Forrester; Booz Allen Hamilton; Nordea; Union Bank

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The modern way of living

0 10 20 30 40 50 60 70 80

Age

Family

Live at home

Study

Start work

Rent a home

Move in with partner

Get married

Have children

Get divorced

Second marriage

Second family

Children leave home

Partner dies

Move in with third partner

Buy a home

Death of a

parent

Travel abroad

10

8

6

4

2

0

Source: The Henley Centre

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The keys to success

Strategic Tactical

Matching up: • product• customer• channel

Efficient CRM

Integrated approach

1 2

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An integrated approach

Contact center

Branch

Internet ATM

With you round the clock

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Contact center priorities: our services and our image

Client advisors

Telemarketers

Welcome individual customers bytelephone

Directly deal with simple requests

Provide information and advice to retail banking customers via telephone

Provide customers with products for their everyday banking needs

Identify potential private banking clients

Support for marketing campaigns

Support for telemarketing campaigns

A skills center and training ground for future retail advisors

Welcome,basic service

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24/7 service: is it really that important?

0.21.11.61.32.04.112.736.7

102.4118.0122.1

85.7

47.8

141.6141.8132.2

79.5

7.90.50.10.10.10.10.2

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24

Distribution of calls throughout the day Average number of calls received each hour

Contact center opening hours

Source: Data from telephone system (June and October 2006)

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An all-round approach

Contact center

Branch

Internet ATM

With you round the clock

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Use of internet and e-banking in Vaud Canton by age group

% of the population

Source: Étude DémoScope 2005, Vaud

Total population Population that regularly uses the internet

Population that banks online

2%4%

6%8%

6%

1%0%

5%

10%

15%

20%

25%

14-20 21-29 30-39 40-49 50-59 60-79

74%

12%

74%

49%

70%

57%

64%

48%

50%

48%

27%

31%

Age

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Use of internet and e-banking by affluent clients in Vaud Canton

% of the population

Source: Étude DémoScope 2005, Vaud

3%

8%5%

14%

0%

10%

20%

30%

40%

50%

60%

0-25k 25-50k 50-250k 250+

50%

42%

68%

55% 56%

60%

76%58%

Assets

Total population Population that regularly uses the internet

Population that banks online

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A modern and accessible site

An all-round approach

The latest web technology

Multimedia content

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The first bank on Second Life

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An all-round approach

Contact center

Branch

Internet ATM

With you round the clock

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Largest market share in Vaud Canton

ATMs by bank

17% 18%

33%

BCV

RaiffeisenUBS

15%PostFinance

8%

Credit Suisse 4%

CoopBank

2%

MigrosBank

1%

1%

Caisse épargne

Other

Vaud Canton (total: 420)

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ATM locationsSelection criteria and growth potential by sub-region

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The largest network in Vaud

41 off site

busy areas

universities

large companies

171 BCV ATMs

New ATM features: Exchange rates

Topping up mobile phone credit

Bank statement with the last 50 transactions

Request to be contacted by an advisor

130 in branch

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An innovative project for completely automated banking booths

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An all-round approach

Contact center

Branch

Internet ATM

With you round the clock

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Our brand identity comes through on all levels

The BCV brand

Signs and logos

Brochures

Branch network

• 21 branches renovated• 3 new branches opened• 43 branches revamped• 5 branches closed• 120 meeting rooms renovated

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Our new BCV branch-office floorplan

1

2

3

4

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Example: ATM services

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Convergence zone

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Counters

35

Meeting rooms

36

Our new ‘mini’ branches

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With you round the clock

Our integrated multi-channel approach keeps us in constant

contact with our customers