Client Experience

Securities Services

As a long-term partner of choice to our clients, we constantly seek to enhance
client experience by enhancing the quality of our services, speed up interactions
and implement innovative solutions.

Listening to our clients  

We carry out regular in-depth client satisfaction surveys. The results of these surveys are used to guide our investment and resourcing to help ensure we continuously enhance client experience.

Service

A client service culture programme

Launched in 2016, our Uplifting Service programme has helped deepen our sustainable service culture. Today 90% of our employees have participated in the Uplifting Service sessions ensuring we provide a harmonised service throughout BNP Paribas Securities Services.

Leveraging digital transformation

New technologies bring huge opportunities to dramatically improve client experience by building a consistent digital experience across all market segments and businesses.

NeoLink

BNP Paribas Securities Services has designed for you a simple but powerful way to access all services you need on a daily basis. And, because each customer is unique, we have designed a highly customisable platform which adapts to your needs.

Engagement 29 April 2021

The Client Experience at BNP Paribas Securities Services

At BNP Paribas Securities Services, client experience is a cornerstone of everything we do. As a long-term partner of choice to our clients, we strive to constantly enhance the quality of our services, speed up interactions and implement innovative solutions.

Discover our ambition in this video.

Securities Services 2 min 14 September 2020
Transcript Video NeoLink

Manage your assets, analyse your data, get in touch with us. What if your access to your depositary was as simple and smooth as that?

BNP Paribas Securities Services has designed for you a simple but powerful way to access all services you need on a daily basis. And, because each customer is unique, we have designed a highly customisable platform which adapts to your needs.

In the same digital environment, you get real-time information about your most recent transactions, market information, and statements. Whether there are from BNP Paribas, from your own tools or from your other providers, everything is in one place, just a click away.

A reliable interface is good but what about managing the rapidly growing flow of data? How about having a virtual assistant to help you? Our experts have designed for you, innovative solutions with artificial intelligence, and thanks to cognitive algorithms and connection to a wide data universe, this virtual assistant finds and presents the information you need.

  • “hello I would like to have the transactions report”
  • “yes, sure, report sent, your team will be notified”
    No complex settings. Just communicate with the assistant in natural language as you would with your other co-workers. Coupled with an alarm system and intelligent notifications, your virtual assistant harnesses the power of artificial intelligence to better support decision-marking.

And, because we designed platform for mobile devices, you can access your personal environment anytime, anywhere. Even when you are on the go, you can deal with your operations, check your NAVs, access your cash or share accounts.

One of this being confident that at every moment, one of the world’s leading bank is at your side watching at the security and privacy of your data.
You stay on top of important information, save time and focus on what is the most important.

Can you imagine a future like that?
At BNP Paribas, we do much more than anticipating to tomorrow’s digital world. We create if for you.

Transcript video Client Experience

In the financial industry, technology, in-depth market expertise and regulatory monitoring are essential but are they the only important criteria when choosing a securities services provider?

We believe that your experience as a client is just as important.

That is why at BNP Paribas Securities Services, you are at the center of everything we do.

To provide the best experience possible, we have initiated a worldwide service culture programme to help us better meet your needs and organise around them.

The results from this programme are a mix of process redesign, cultural change and digital transformation including:

  • Implementing innovative solutions
  • Providing faster and better interactions with you
  • And enhancing the quality of our existing services.

As a result,

  • You  are able to get instant answers to your queries 24/7 from anywhere in the world thanks to the launch of our natural language generated virtual agent
  • You can now evaluate our services and request improvements at any time with our online digitalised service review
  • And with the streamlining of our systems and the delayering of our operations, you now have quicker access to local markets with faster event notifications and extended deadlines for your corporate actions and income activities

This is only the tip of the iceberg.  We are continuously working to improve our service in order to reduce your costs and improve your efficiency – all to better support you, our client.

Please reach out to your relationship manager or client service manager to learn more.

Feedback & Issues

Each and every one of our employees strives wholeheartedly to support our clients and do their jobs with the utmost professionalism. However, if you feel that we have not fully met your expectations, please let us know, and give us the opportunity to put things right. Client feedback and complaints in particular are key to our continuous improvement process.

Our commitment

We apply a structured and formal complaint handling process. Your complaints will be acknowledged swiftly in writing. We will keep you informed of the progress of the measures being taken and we will provide a substantive response as soon as reasonably possible afterwards. Once the investigation has been completed, we will notify you of the result and where appropriate, of the remedial action or redress we intend to take as a result.

Contact us

Your main point of contact for all feedback is your Client service manager or Relationship Manager in the country where you hold your account(s). You can contact him/her over the phone, by e-mail, or by post using the address of the BNP Paribas Securities Services entity of which you are a client.