- 30.09.2021

Our IT is totally “customer obsessed”

BNP Paribas Fortis focuses on all segments of the banking market: individuals, businesses, private banking, and insurance. A high-performing IT service works behind the scenes to ensure that each of these systems functions perfectly while innovatively designing the future.

“Our IT service is the beating heart of the bank,” explains Marc Camus, CIO. “The evolution towards an increasingly digital world is real. All systems must operate 24/7, and we strive to offer the best service to our customers. We constantly analyse the impact of our decisions on our customers rather than on the organisation. We are ‘customer obsessed’.”

Transition to a private cloud

“At BNP Paribas Fortis, we have a fairly large number of legacy systems,” Marc explains. “Given the merger of several banks that each used different systems, this is inevitable. The goal is to adapt the systems over the next few years to enable a transition to a private cloud. Of course, new applications that we build from scratch are developed as cloud-native from the outset.”

Robots, intelligent automation, artificial and human intelligence

As a customer, we are unaware of the internal workings of an organisation. The fact that 200 robots work continuously at the bank to perform repetitive tasks may come as a surprise.

The next step is intelligent automation, where robotics is combined with optical character recognition, for example. This technique allows robots to automatically recognise which department a form should be processed by. “This frees up time for tasks with added value,” says Marc, “as we continue to work with a well-studied combination of digital tools and human service.”

Change the Bank

Society is increasingly moving towards digital solutions and tools. BNP Paribas Fortis is taking the lead and is currently transforming itself behind the scenes: Change the Bank. “This is what customers expect, but internally, there is also a strong demand for an expanded range of digital products. And this is a great source of motivation,” explains Marc.

“Our app will make life easier for our customers. Firstly, more banking products will be available in the app, and secondly, we aim to create a 100% digital customer journey. In the future, it will be possible to sign and return a document in the app,” he reveals.

Artificial intelligence & chatbots

“Intelligent chatbots will be able to immediately answer certain product-related questions in the app,” adds Marc. “Young people are looking for impeccable digital experiences, and they want an instant response rather than having to wait for a colleague. We want to offer the best possible service to our customers. And our excellent app plays a crucial role in this. Of course, we combine this with exceptional colleagues to personally support our customers,” he adds.

The fact that BNP Paribas Fortis is hiring mobile developers for iOS/Android and Java is no surprise. But architects, data scientists, cloud experts, and security experts are also becoming increasingly important to ensure that the bank’s applications remain ‘future-proof’ and perfectly secure.

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Source: Amon

This article was written as part of our partnership with Amon for the organisation of the “This is IT” event.