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With you round the clock
2
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
9
Internet at the start…but the branch at the end
5
8
12
19
22
34Branch
Word-of-mouth
Internet
Telephone
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 (%)
10
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
12
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
