Innovation Book EN - available in group health plays a

#INNOVATION
BOOK
2015
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR CUSTOMERS
HOW TO MAKE LOAN INSURANCE SUBSCRIPTION A QUICKER AND LESS
STRESSFUL PROCESS FOR OUR FUTURE CUSTOMERS?
BELGIUM
MEDICAL SCORING :
MEDICAL ACCEPTANCE ONLINE
« Online Medical Scoring » enables the
customer to fill in the medical form online
during his subscription process. This fully
digital and totally secure solution optimises the
number of questions asked to the customer,
according to the answers he gives.
With this unique platform, we offer a quicker
experience to our customers and we provide
our distributors with a cheaper and more
reliable service.
The Jury liked
Strongly improves the customer experience
Contributes to the digitalisation of the
processes
Distinctions
CONTACTS
Decreases the backlog at medical department
Reduces printing and mailing cost
Increases the custem
Mr Pierre DE SMET VAN DAMME [email protected]
Mrs Eglantine EECKHOUT [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR CUSTOMERS
HOW TO DIVERSIFY OUR AUTOMOTIVE PRODUCT OFFER
BY INSURING THE MOTOR ITSELF?
CHILE
FIRST MOTOR INSURANCE
BNP Paribas Cardif Chile became the first of the
37 subsidiaries to develop and successfully
commercialize motor insurance, including an
agreement with the main distributor (Falabella
insurance broker), technical basis built from
scratch, deployment of new systems and
develop of the claim djustment/administration
processes (including agreements with car
workshop through all the country).
The idea arises in the need of growth and
diversification of Cardif Chile insurance
product offer. Also, Motor insurance is
regarded as a key product to develop customer
loyalty since it is the most valued insurance
product in the local market, and the current
local offer leaves us an opportunity for improve
with additional features (GPS, UBI, PAYD, PHYD,
etc) building a better company-customer
relation.
CONTACT
Mrs Carolina DIAZ [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR CUSTOMERS
HOW TO COMBINE RESPONSIBLE INSURANCE OFFER
AND NEW CUSTOMER SEGMENT?
INDIA
CARING FOR OUR DEFENDERS
Considered to be high risk, given the inherent
nature of their work; the armed forces were
often avoided by the insurers.
However, it was felt that this segment too
deserved a chance to be serviced by the
mainstream insurers.
This insurance scheme, that acts as a top-up to
their in-house insurance scheme was designed
exclusively for the armed forces.
Uniqueness of the scheme was that it was a
savings cum Insurance offering with
contributions based on the member’s grade.
CONTACTS
The scheme was launched Pan-India and
response has been impressive. Since these men
are usually not eligible offered insurance by the
mainstream insurers, this scheme provided
them an option for enhanced cover at no extra
cost. Other features like spouse cover and
flexibility to vary the sum assured multiple and
savings ratio has been well appreciated.
Mr Raman JAIN [email protected]
Mrs Aniket DESHPANDE [email protected]
Mr Abhay K RAJ [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR CUSTOMERS
HOW TO PROVIDE OUR CUSTOMERS WITH AN EFFORTLESS AND ONE-TAP
SEAMLESS EXPERIENCE WHILE RENEWING THEIR POLICY?
INDIA
RENEWAL PREMIUM THROUGH EASY
ACCESS APP
SBI Life Easy Access is android based &
provides information about policy details,
insurance plans & premium quotes for example.
The introduction of Renewal Premium payment
through the application in August acts as a
bridge for the customer providing a link
between action and information and offering
secure online financial transactions.
This method of renewal payment eliminates
several hindrances of making renewalpayment
(eg: cheque preparation, branch visit, waiting
for advisor to collect their cheque, etc.);
CONTACTS
A regular SMS based communication is sent to
customers including the app download link
along with renewal reminder. This digital
communication stream created a direct Call-toaction for them resulting in higher renewal
collection through the app.
Mr Rajesh IYER [email protected]
Mr Akshat KANT [email protected]
Mr Abhay K RAJ [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR CUSTOMERS
HOW TO PROMOTE OUR « INSURTECH » OFFER BY SETTING UP A CO-CREATION
LABORATORY WITH STARTPUPPERS AND INNOVATORS?
ITALY
CARDIF OPEN F@B
Cardif Open-F@b is an initiative developed
jointly by BNP Paribas Cardif and PoliHub
(Politecnico University of Milan Incubator).
This project is part of a wider plan to foster
innovative product development in cooperation
with innovators from very different fields.
Open-F@b launched a « call for innovation »
campaign to collect innovative projects arising
from startuppers, innovators, entrepreneurs,
researchers, students, top influencers through
an idea generation/conversion platform.
The 4 winning ideas have integrated the Lab for
a 1-year-program run by Cardif and Polihub
professionals. The aim of this program is to
convert them into real solutions that will help
build the insurance of the future.
CONTACT
Mr Simone MACELLONI [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR CUSTOMERS
HOW TO SHORTEN CUSTOMER CLAIM SERVICE JOURNEY AND IMPROVE HIS
EXPERIENCE THROUGH A DIGITAL PROCESS?
TAIWAN
E-TOUCH
To shorten the customer service journey and
digitalise our processes, Cardif Taïwan
customers can now apply online in just a few
touch and click to claim their health coverage
by uploading the medical documents/pictures
and they can check the real-time claim status
online.
This fully digitalised process reduces the claim
processing time by 50% but also improves
significantly the customer experience by taking
the burden of a painful process away.
What’s more, a short assistance animation film
helps them to enter their claims step by step
within 50 seconds. This new service also brings
efficiency improvement by reducing incomplete
documents applications and inbound calls.
This unique & high-performance service shows
Cardif’s value in Taïwan Insurance Market.
CONTACTS
Mr Patrick CHAU [email protected]
Mrs Jackie HUANG [email protected]
Mr David LU [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR CUSTOMERS
HOW TO OVERCOME LOGISTICAL OBSTACLES
WITH UNEXPECTED PARTNERSHIPS?
TAIWAN
CLOUD PRINTING SERVICE
In Taiwan, most families do not have a printer, but
to comply with regulations, insurance applications
need to use the physical documents.
To solve this inconvenience, we decided to
cooperate with convenience stores (7-11) which
provides cloud printing service and have more
than 4,000 branches in this country.
Customers can upload the digital files to the cloud
server from our web site and get a serious
numbers response immediately, then they go to
convenience store, enter the serious number into
the "ibon" kiosk and print out the documents they
uploaded earlier.
If they do not print out the documents after 72
hours from uploaded, the data stored in the cloud
server will be eliminated automatically.
CONTACTS
Mr Eric CHEN [email protected]
Mr Thomas LIAW [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR DISTRIBUTION CHANNELS
HOW TO FACILITATE THE DAY-TO-DAY WORK OF OUR SALES FORCE?
INDIA
SMART ADVISOR
MOBILE APPLICATION FOR ADVISORS
As the sales force are always on the move, the
critical data and information is not easily
accessible to them when they are on the field.
The Android Mobile Application « Smart
Advisor » is a step towards providing a Virtual
Office to our Sales Force which helps in
decreasing their dependency on backend sales
support & reduce the number of Branch Visits.
Smart Advisor is a one-stop-solution for tackling
various day-to-day challenges faced by an SBI Life
Advisor.
The Jury liked
Appears as a competitive advantage for the sales force
Paves the way to mobile apps in the field of Insurance
Distinctions
CONTACTS
Manhours saved by sales force and back office
Increased efficiency in servicing
Mr Rajesh IYER [email protected]
Mr Abhay K RAJ [email protected]
Mr Devendra PANDYA [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR DISTRIBUTION CHANNELS
HOW TO ENGAGE THE PARTNER’S SALES FORCE
WITH GAMIFICATION, USING NEW TECHNOLOGIES?
ARGENTINA
PORTAL POS
PORTAL POS aims at joining 3 main axes of
sales forces managing (Training and Coaching +
Control of production and Incentives +
Communication) within a single Web solution
where the vendor has the opportunity to
improve himself and compete with his peers.
The Gamification strategy is based on different
challenges to accomplish, with the delivery of
points and rewards that the vendor can
exchange for prizes or other benefits. The
challenges are linked to the sales production
and the participation in activities like training,
events, surveys, etc.
This interaction improves vendor’s loyalty,
generates a greater commitment to the partner
and BNP Paribas Cardif, and increases his sales
production. These incentives are not new in our
society but are a real game changer in our
insurance business.
CONTACTS
Mrs Julieta GOMEZ OLIVERA [email protected]
Mr Pablo MANDRAFINA [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR DISTRIBUTION CHANNELS
HOW TO DEVELOP A NEW ONLINE INSURANCE DISTRIBUTION CHANNEL, TAKING
ADVANTAGE OF THE BREZILIAN RETAIL AFFILIATE PROGRAMS?
BRAZIL
AFFILIATE PROGRAM MAGAZINEVOCE
Launched in the second half of 2014, this
innovative insurance distribution channel uses
the online affiliate program of Magazine Luiza,
one of our major partners. The source has
about 100 thousand customized stores
registered.
Any person can create his own virtual store
within Magazine Luiza's Facebook Page, in
order to sell products from Magazine Luiza.
This new distribution process enables a large
scale branding operation.
Cardif positioned an Extended Warranty offer
in the Magazine Luiza's catalogue, with the
benefit of the capillarity of this platform.
This is the first insurance sales operation
through an affiliate program in Brazil, making
anyone a potential distributor.
CONTACTS
Mr Carlos BASTOS [email protected]
Mr Ronaldo FRANCA [email protected]
Mr Marcio MAINARDI [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR DISTRIBUTION CHANNELS
HOW TO BECOME AN INSURANCE EXPERT
BY ANALYSING THE RETAILERS ACTIVITY?
CZECH REPUBLIC
E-RETAILER INSURANCE 2020
Despite the fact that Cardif operates as a B2B
insurance company, we decided to work on the
important differences between our numerous
e-retailers regarding online insurance
penetration (from 2% to 12%).
A project was born: "E-retailer Insurance
2020", aiming at analysing the insurance sales
data in order to compare digital journeys and
identify the critical key points for online
insurance sales.
Based on that, we now make pro-active and
tailored recommendations to our partners: best
touchpoints, what and how many products
should be offered, how should the basket look
like...
This project has enabled us to change our
position of product provider to a digital-driven
insurance expert!
CONTACTS
Mr Jiri LANGER [email protected]
Mrs Jana ZEMANOVA [email protected]
Mr Barbora VERNEROVA [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR EMPLOYEES
HOW TO STRENGTHEN EMPLOYEE ENGAGEMENT BY HAVING THEM
CONTRIBUTE TO THE ANIMATION OF AN INTERNAL TV PROGRAM?
PERU
ENTERATE TV:
A TV CHANNEL BY AND FOR EMPLOYEES!
Satisfied and engaged employees generate
better results. Based on that observation, we
have developed new innovative internal
communication channels.
Peru teams developed an internal TV program
for which employees are animators or
reporters.
This program is part of a larger initiative, that
aims at involving employees in the production
of communication media.
The Jury liked
Corporate communication is embodied by
the employees
Originality and diversity of the programs
CONTACTS
Distinctions
Increases employees’ pride
Contributes to the “Employer Branding”
Visible positive impact on the Global
People Survey results
Mrs Fiorela CASTRO [email protected]
Mr Christian CHAPMAN [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR EMPLOYEES
HOW TO USE THE FIFA FOOTBALL CUP TO INVOLVE EMPLOYEES
IN A HEALTHY COMPETITION WITH A SOCIAL OBJECTIVE?
CHILI
UNLEASH THE SPORTS FAN WITHIN
YOURSELF!
In the Chilean culture, the FIFA World Cup
season alters every single aspect of life,
including work. No one can feel a stranger to
this party and at BNP Paribas Cardif Chile we
decided to join this party from a social and
civic position.
In June 2014, employees were invited to
participate in different football-themed
activities carried out under the motto “unleash
the football fan within yourself”.
The key idea was to involve everybody in
healthy competition, where the primary
beneficiaries were the five Paralympic athletes
represented by each floor. Through this
platform we motivated the employees towards
achieving a social goal and had a very
successful win-win result.
CONTACT
This Project was closely related to the CSR
objectives, by promoting diversity within the
company.
Mrs Carolina DIAZ [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR EMPLOYEES
HOW TO TRANSFORM EMPLOYEES
INTO AMBASSADORS OF THE BRAND?
INDIA
EACH ONE BRING ONE
A program was launched to encourage every
employee to subscribe to at least one
protection product on a dedicated IT system.
This initiative aimed at developing employee
involvement and their linkage with the core
business of the company: looking into the
different products and having to do the
subscription themselves on the platform highly
developed their awareness about our products
and sales process.
Managers, Business Leaders, HR, Ops and IT
teams collaborated across the company in
order to provide communication, systems, and
tracking services for a maximum penetration
among the employees.
This project turned out to be a successful
mobilisation of all employees for a business
matter!
CONTACTS
Mr Tushar KASTUREY [email protected]
Mrs Varsha MONDKAR [email protected]
Mr Nitesh PINGE [email protected]
Mr Chaturbhuj SINGH [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR EMPLOYEES
HOW TO BECOME A FORERUNNER REGARDING
WORKING MOMS’ WELL BEING?
SOUTH KOREA
PREGNANCY CARE PROGRAM
In Korea, more and more, the birth rate is
decreasing and the current average birth rate
stands at 1.19, which is the lowest one among
OECD countries. To cope with this trend, the
Labor Standard Act has been revised to protect
'Working Moms' by reducing working hours for
the first 12 weeks and the last 4 weeks of
pregnancy period.
Meanwhile, to be in line with 'People Care"
spirit and as a step of its CSR activity, BNP
Paribas Cardif Life Korea has adapted a better
'Pregnancy Care Program' in May 2014, in
which the working hour reduction is applicable
for the whole pregnancy period. It is a very
innovative welfare benefit for working moms in
Korea, which has attracted lots of attention
from local mess media.
CONTACT
It was highlighted through 36 media coverage
in June 2014 in Korea with Communication
department's collaboration as a leading
company for People care and CSR.
Mrs So Young JI [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR EMPLOYEES
HOW TO ATTRACT AND KEEP NEW TALENTS IN AN INNOVATIVE WAY?
SPAIN
CARDIF IN CUBE
The “In Cube” program is a 12-month talent
incubator program created to develop future
employees for Sales, Actuarial, Marketing, IT
and HR development. Our main objective is to
establish a bridge between young talents from
universities & business schools and Cardif
Spain.
It allows to identify talents who could become
our future leaders.
The selected trainees rotate among different
business areas in the company and then meet
with the CEO to choose a specific area in which
they will be given a specific mission with a
high level of responsibility.
Internal seminars and courses held by BNP
Paribas Cardif staff enable the trainees to
increase their knowledge and grow their
network.
CONTACT
Mrs Béatrice ROUSSEL MORACHO [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR THE BRAND
HOW TO GET A CHANCE TO GET IN TOUCH WITH A YOUNGER POPULATION AND
HELP CREATE AN INNOVATIVE AND VISIONARY BRAND IMAGE?
TURKEY
« YOUR MOVIE, YOUR FUTURE »
FACEBOOK APPLICATION
BNP Paribas Cardif Turkey wanted to attract
new customers and communicate massively
about insurance needs.
We built a mobile application that brings the
user to his childhood dream and produces a
personalized movie. The user can share this
short movie via his Facebook account,
spreading the image of Cardif through the
social network.
A good way to encourage them to be protected
for their future plans!
The Jury liked
Offers a positive image of Insurance
Innovative perspective of the project
Ludic way of talking about Insurance
CONTACT
Distinctions
Matches the behavior of the young generation
High positive impact for a low investment
Mrs Fisun KAYNAK SECKIN [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR THE BRAND
HOW TO VALUE CARDIF’S EXPERTISE
USING NEW COMMUNICATION TECHNIQUES?
FRANCE
CAMPAGNE DE COMMUNICATION
EUROCROISSANCE
When the French government launched the
Eurocroissance fund in 2014, BNP Paribas
Cardif France seized the opportunity to
communicate about her expertise acquired
with the diversified fund, by launching a wide
range, multi-medias, multi-distributors
communication campaign.
The aim of this campaign was to help people
figure and understand in a simple way the
innovations and benefits of the Eurocroissance
funds, and to demonstrate the know-how of
Cardif Fund Managers on this particular
subject.
This campaign also enabled to use new
communication techniques for the Saving
Market: RTB display, Twitter/Linked In tweets
and posts sponsorisation, dynamic and static
media mixing.
CONTACTS
Mrs Nathalie MANDRILE [email protected]
Mrs Solweig LACROIX [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR THE BRAND
HOW TO RAISE AWARENESS OF PEOPLE ON THE BENEFIT OF
SUBSCRIBING LIFE INSURANCE WITH A TV PROGRAM?
INDIA
BREAKING TABOOS
In Indian society, it is culturally very unusual to
talk about death, which makes it difficult to
prepare life events.
The scenario chosen by SBI Life was to raise
awareness on the importance of preparing
events such as the death of the main financial
contributor of the family, by highlighting this
issue through an unusual TV advertising: the
spot presents a son who has just heard about
the death of his friend's father, asking openly to
his own father how they should alter their life's
choices if something similar happens to their
family.
The add invites the viewer to ask himself if he
has subscribed the appropriate insurance
products in case anything should happen to
himself or his family.
This is a very daring and innovative approach
on the Indian market.
CONTACTS
Mr Braj KISHORE [email protected]
Mrs Nandita SHAH [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR THE BRAND
HOW TO COMMUNICATE ON INSURANCE PRODUCTS
IN AN APPEALING AND MODERN WAY?
TAIWAN
SLEEPING BEAUTY
“Sleeping Beauty” is a short movie sequence
presenting the core message "let your loved
ones know your love".
The slogan "Invest Love in Your Beloved"
implies that the value of insurance is an
everlasting promise. It shows that life
insurance products of Cardif Taiwan can ensure
wellbeing and protection for those that you
love in a very impacting and concrete way.
This movie sequence is the second of a series
Cardif Taiwan launched in 2011.
The main objective is to communicate on the
brand in an interactive way with the public and
raise awareness on insurance products. Cardif
Taiwan was the first insurer in Taiwan to use
this communication channel, the film is
available on Youtube.
CONTACTS
Mrs Suzanne LEE [email protected]
Mrs Elsa WANG [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR A DIGITAL COMPANY
HOW TO SHARE DIGITAL CULTURE AMONG EMPLOYEES AND MATERIALIZE
BNP PARIBAS CARDIF INNOVATIVE PROJECTS FOR OUR PARTNERS?
CORPORATE
CARDIF LAB
Cardif Lab' is a dedicated space showing how
innovation impacts the insurance business by
putting wide-ranging innovations related to
new insurance business models (IoT, 3D Print,
Social Media...) and promoting BNP Paribas
Cardif innovations developed by its 37 host
countries.
Cardif Lab' adopts a test & learn approach,
fuels projects co-managed by multiskilled
teams and values a business-centric view of
innovation.
The Jury liked
Raises the employees’ digital awareness
Very positive impact on the Marketplace
Creates a link with our partners
CONTACTS
Distinctions
Casts a new light on new ecosystems and
new ways of working & collaborating
Has become a key BNP Paribas Group asset
Mr Jérôme MLYNARCZYK [email protected]
Mrs Marie-Laure RIGAL [email protected]
Mr Edouard THUROTTE [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR A DIGITAL COMPANY
HOW TO AWAKE OUR EMPLOYEES’S DIGITAL CULTURE
IN A SIMPLE, ATTRACTIVE AND EFFECTIVE WAY?
MEXICO
REVERSE DIGITAL MENTORING
WORKSHOPS
This "digital awareness" program for our
employees has been designed on the basis of
reverse mentoring. Except the mentors are not
the employees...but their children!
Children are invited to present and make a
demo of a digital subject, (eg: Snapchat, video
editing). The topics are chosen considering the
child's expertise and the employees'
expectation.
The Jury liked
Creates a bridge with the Digital Natives
Spreads the digital culture in a simple and
innovative way
CONTACTS
Distinctions
Is a disruptive way of training
Creates a link between generations
Offers children a valorizing and meaningful
experience in the corporate world
Mrs Clarissa CABRAL [email protected]
Mr Julien KLINGER [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR A DIGITAL COMPANY
HOW TO DIGITALISE THE SUBSCRIPTION PROCESS AND
PRESENT THE GENERAL CONDITIONS IN A VERY MODERN WAY?
MEXICO
WELCOME KIT FOR FINAL CUSTOMERS
This mobile application enables customers to
get information about the insurance product he
just bought in a digital and educational way.
The instructions to download the APP are
provided in the Welcome Kit sent by Cardif.
This APP launches a Welcome Video that is
embedded by augmented reality in the Cover
Letter that the customer has scanned with his
own smartphone.
This video presents him the insurance product
he just bought, what it covers and not covers
as well as some steps in order to make it valid.
With this APP the final customer can also
download the Book of General Conditions and
save them or send them through email.
CONTACTS
Mrs Ana Isabel NINO [email protected]
Mr Claudio ORELLANA [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR A DIGITAL COMPANY
HOW TO IMPROVE CUSTOMER EXPERIENCE
BY OFFERING E-SERVICES TO OUR CUSTOMERS?
SOUTH KOREA
E-FINANCIAL TRANSACTION SERVICE
E-Financial Transaction Service is an online
service enabling our customers do to a certain
number of transactions themselves without
having to visit a physical branch.
This important digital improvement enables
the customer to have the same experience for
his financial transactions than for all his other
customer experiences today.
Is represents a huge time saving for him but
also for our teams and our partners employees!
But this service also offers a real commercial
advantage as it favors targeted promotional
activities. The result showed an 88% increase
in request for security card and 68% of increase
in visit e-service in January 2015 compared to
the beginning or before launching.
CONTACTS
The securite process enables us to get
marketing consent directly from customers
through the e-service.
Mr Tan Dat DUONG [email protected]
Mr Hyun Pil KIM [email protected]
Mr Tai Il PARK [email protected]
Mr Sang Tae SHIN [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR A DIGITAL COMPANY
HOW TO ASSOCIATE DIGITAL AND SOCIAL RESPONSIBILITY
BY ENCOURAGING THE PUBLIC TO HELP FAMILY CAREGIVERS?
TAIWAN
QR CODE DONATION PLATFORM
We were disappointed by the donations of our
1st-year amounts to TAFC (Taiwan Association
of Family Caregivers) from our customers. To
overcome this issue the 2nd year, we decided
to offer a quick, simple and digital solution for
our customers to donate money, but also goods
and services.
We built a fully digital platform for people to
donate money and commodities by scanning a
QR code on our commercial documentation: the
customers arrive on the homepage of the
platform and can choose to offer money, food
or a specific service (eg: homecare service for
ill people, car service to the hospital).
Not only providing financial donation, the
program enables our donators (customers and
partners) to personnalize their gift and give
according to their values in just a few clicks..
CONTACTS
Mrs Fiona SHEN [email protected]
Mrs Ingrid KUO [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR SIMPLE WORKING
HOW TO INCREASE PRODUCTIVITY AND CUSTOMER VALUE
BY OPTIMISING THE CLAIM REQUEST PROCESS FOR THE CLIENT?
GERMANY
CLAIMS SCORING TOOL
Given the complexity of the claim, this scoring
tool provides the client an optimised decisionmaking process based on three levels of
acceptance (light, medium, full).
According to certain parameters, it also allows
to calculate an expected claims payment. The
customers gets to send less documents back
and we make quick and risk-free decisions.
This tool has been built by analysing 3 years
claims statistics.
The Jury liked
« Client value » oriented project
CONTACTS
Distinctions
Acceleration of the decision process
Fewer documents to manage
Simpler process for the client
Mr Christoph FUCHS [email protected]
Mr Cyril HAIOUN [email protected]
Mr Laurent KASPER [email protected]
Mr Martin ZAISER [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR SIMPLE WORKING
HOW TO PROVIDE A WIDE RANGE, DIGITAL TRAINING PROGRAM
TO NUMEROUS SALES FORCE?
INDIA
“SBI LIFE MOBCAST”
A WHOLE NEW WORLD OF LEARNING
Training hundreds of thousands employees,
distributors and banking retailers on Insurance
products is a real challenge to which SBI Life
answered with the SBI Life Mobcast mobile
application.
This mobile application displays online training
videos and presentations, as well as interactive
tools, such as quizzes or feedback tracking.
SBI Life Mobcast enables the sales forces to be
trained very quickly and provides them a
unique repository for product documentation
and updates.
It also reduces training costs and simplifies the
regular update of the data.
CONTACTS
Mr Debrashee VARMA [email protected]
Mr Prasaad P DESHMUKH [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR SIMPLE WORKING
HOW TO MPROVE COMPANY'S ABILITY TO ANTICIPATE CHANGES
BY SETTING UP MARKETS COMMITTEES?
LUXEMBURG
ORGANISATION EN COMITES MARCHES
Business opportunities appear within a few
months only and can disappear very quickly
too, which implies a high reactivity in
development.
Resources being quite limited, it is therefore
essential to focus on the most important
topics. Markets committees aim at identifying
and seizing these opportunities, efficiently
adapting to regulatory changes, anticipating
changes, in a proactive way.
After 1 year of existence, the results are visible:
+400% projects delivered, 90% of them within
schedule, 98% satisfaction inside and outside
the company.
They also improved cross-departmental
communication and team work. Information
about the different action plans is better
spread within the different teams.
CONTACT
Mr Charles DEGEN [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR SIMPLE WORKING
HOW TO IMPLEMENT IMPROVEMENT SCHEMES IN EACH FUNCTION?
SOUTH KOREA
ELAB (EFFICIENCY LAB)
eLab (Efficiency Lab) is a program developed in
order to have each department identify simple
and quick ways of simplifying their every day
business and foster cross-functional projects.
At least once a year, all the members of the
staff have to review their budget, tasks, process
etc. and go through a process of: preparation,
e-lab workshop, review of business and
financial impact and finally sharing of the
actions.
eLab actions are classified in 4 categories:
1.Simple working: simplify process, remove non
added-value work.
2.Smart spending: spend money wisely (less
payment for the same service or product)
3.Digital working: transfer the manual work in
to digital working
4.Creative working: new task, new process
which generate value.
CONTACT
Mr Seung Dam RYOO [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR SIMPLE WORKING
HOW TO EFFICIENTLY MANAGE CUSTOMER REQUESTS
RECEIVED FROM VARIOUS CHANNELS ?
TURKEY
HERA CUSTOMER REQUEST
MANAGEMENT SYSTEM
With Hera, customer requests' received from
different channels and core systems (call
center, internet, agency, fax, mail) are
automatically registered to the system and
managed in line with pre-defined internal
workflows enabling to allocate requests to
responsible parties.
E-mails sent by customers to 9 different
company addresses are automatically
converted to requests in the system.
CONTACTS
The main goals are:
- Alignment with regulations in terms of timely
completion of customer requests
- Transparent and timely communication to the
customer
- Process time tracking among the various
teams for improvements identification
- Manual work removal
Mrs Idil AKTAS [email protected]
Mrs Kursat TOPAKTAS [email protected]
Mr Cenker TOKKUZUN [email protected]
Mrs Aliye SIKLAROGLU [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR A RESPONSIBLE COMPANY
HOW TO MATCH THE NEEDS OF CHARITY COMMUNITIES
AND VOLUNTEERS IN A UNIQUE PLATFORM?
TAIWAN
CSR “HELPING OTHERS”
PLATFORM
This online platform enables employees to
share missions they are already engaged in or
wish to engage into, and find fellow colleagues
to contribute with them according to their
time, values and wishes.
This collaborative platform is at the hand of
Cardif employees who can propose and
contribute to very different kinds of projects.
An efficient and team-spirited way to valorise
employee engagement and match the needs of
charity communities and volunteers.
The Jury liked
Has a strong spreading potential
Encourages employees’ contribution
Promotes employees’ solidarity projects
CONTACTS
Distinctions
Spreads the brand CSR spirit to the public
Enhances employees’ engagement
Mrs Stefie HUNG [email protected]
Mrs Suzanne LEE [email protected]
Mrs Tingting LIANG [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR A RESPONSIBLE COMPANY
HOW TO MAKE OUR CORPORATE WEBSITE MORE INCLUSIVE, PROMOTING THE
RIGHT OF ACCESS TO INFORMATION FOR PEOPLE WITH DISABILITIES?
CHILE
EQUAL ACCESSIBILITY FOR
WWW.BNPPARIBASCARDIF.CL
Recognizing that there are about 2,070,000
people who have one or more disabilities in
Chile, and that promoting social inclusion is
part of our principles as a company, BNP
Paribas Cardif Chile decided to undertake the
Universal Accessibility Project.
The main idea of the project was to adapt the
content of the corporate web page to sign
language and audio videos, so that people with
visual, auditory, physical, intellectual
disabilities, among others could browse the
website in an easier way.
Through this initiative we became the first
insurance company to innovate in this field.
CONTACT
Thanks to this, more people can now perceive,
understand, browse through and interact with
the website and thus, with BNP Paribas Cardif
in Chile.
Mrs Maria VALDES VIAL [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR A RESPONSIBLE COMPANY
HOW TO COMBINE EMPLOYEES’ ENGAGEMENT AND SOCIAL ACTION
FOR THE ALZHEIMER ILLNESS?
CORPORATE
PARTENARIAT AVEC ARTZ
The projects aims at sustaining the cognitive
skills of patients living with Alzheimer disease
by enhancing their cultural life.
Cardif employees follow a 2-day crosscompany training program with ARTZ (Artists
for Alzheimers).
Different journeys through various museums
have been developped by ARTZ and a
dedicated conference speaker helps the
patients talk about paintings, sculptures,
drawings,etc.
Employees' objective is to help one patient
integrate behaviour changes through a positive
experience. This would limit behaviours out of
control as singing when it is not appropriated
and help the family for example.
The 1st visits took place at the Quai de Branly
Museum and the Georges Pompidou Center.
CONTACTS
Mrs Delphine GLUZMAN [email protected]
Mrs Florence KARRAS [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR A RESPONSIBLE COMPANY
INCREASE EMOTIONAL DEVELOPMENT THROUGH ENVIRONMENTAL
EDUCATION FOR UNDERPRIVILEDGED POPULATIONS?
SOUTH KOREA
GREEN LEADER PROGRAM
Initiated in 2011, the company built a small
garden in the yard and roof of a child welfare
center. Since then, environmental classes take
place to teach farming and gardening in order
to regularly nurture children and enable
emotion stability.
In 2014, the program was expanded to another
welfare center that includes children from
broken families AND seniors living alone. The
aim is to favor better understanding, solidarity
and respect between generations in a same
ecosystem.
The environmental classes, which take place
every week, are composed of children paired
up with elderlies. It is followed by a one-day
trip to the forest in summer with both
generations.
The idea is to create a real sense of community
and solidarity in poor neighbourhoods between
very different generations.
CONTACT
Mrs Maria VALDES VIAL [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR A COLLABORATIVE COMPANY
HOW TO BENEFIT FROM EMPLOYEES’ EXPERIENCE AS CUSTOMERS
TO IMPROVE AND DEVELOP OUR OFFERS AND SERVICES?
FRANCE
COCLICO
COCLICO (COmmunity of CLIent
COllaborators)was born in April 2014, as
Marketing and Customer Service departements
decided to benefit from the real-life experience
of the customers that stood under their own
walls.
The volunteer employee members can help
Cardif benefit from their daily consumer
experiences by contributing to the various
Customer Café's, interviews, questionnaires,
proposed by COCLICO, on behalf of internal
Business departments.
The Jury liked
Has become a real company network
Raises employees’ awareness about the
client journey
CONTACTS
Distinctions
The company gets a better knowledge of its
clients’ expectations
Forsters employees’ pride and engagement
Mr Guillaume GRANDJEAN [email protected]
Mrs Emmanuelle SAINT-JOST [email protected]
Mrs Anne-Lise THOORENS [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR A COLLABORATIVE COMPANY
HOW TO WORK WITH WEB INFLUENCERS AND STARTUPPERS
ON THE DESIGN OF AN OFFER?
ITALY
CO-CREATION &
TOP INFLUENCER WEB COMMUNITY
After a first phase of social media listening and
analysis, Cardif identified a panel of 40 web top
influencers on the perimeter, i.e. bloggers,
journalists, start-uppers, researchers.
They were invited to exclusive co-creation
sessions where they were asked to co-invent
Habit@t 2.0.
Their recommendations were used to conceive
the new product and a dedicated Facebook
community was created to stay in touch with
them on a long-term basis!
The Jury liked
Enables to think « Out of the box »
Very innovative approach
Distinctions
Puts the company in a leading role among
the insurtech market
Helps understand customers’ emerging
needs faster
CONTACT
Mr Simone MACELLONI [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR A COLLABORATIVE COMPANY
HOW TO IMPLEMENT A NEW COLLABORATIVE PLATFORM
BY LEADING AN AGILE PROJECT?
CORPORATE
C’YOU
We created the C'you platform (Microsoft
SharePoint technology) as a team: Knowledge
Management and Corporate IT.
The platform includes sharing spaces for
communities, collaborative workspaces for
teams, projects... , as well as a user centric
homepage with the most recent information for
the user.
There are several innovative aspects,
technological & organizational. The key factor
though is the close collaboration & partnership
between the teams, which allowed us to
successfully realize this project without any
delay, with a very limited budget.
Always working as a team, we focused on the
result and accelerated all processes within the
project. The key word was agility! Tasks where
shared with mutual support, to achieve the
common goal of realizing the whole perimeter in
2014.
CONTACTS
Mr Frédéric JUSTIN [email protected]
Mrs Judith WILL [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR A COLLABORATIVE COMPANY
HOW TO IMAGINE A NEW CPI PRODUCT
THANKS TO DESIGN THINKING?
JAPAN
INNOVATION WORKSHOP
The Japanese market is on a trend of productduplication and price-lowering. It became crucial
to do things differently and find a way to bring
real value to customers as a leverage for
differentiation.
A 3-day innovation journey was organized for 15
employees to reinvent our CPI: one day training
on design thinking, one day of immersion, and
one day to ideate and prototype.
These agile methods are a real cultural revolution
for japanese companies and the event had a big
impact in terms of delivery but also in the way it
deeply changed our vision of accelerating our
projects, embarking our people in the whole
process and gaining in agility.
We organised a unique collaborative workshop
based on a digital, multi-disciplinary approach,
involving external personalities.
CONTACT
Mrs Chiyo SUGIMOTO [email protected]
BNP PARIBAS CARDIF /// INNOVATION BOOK 2015
INNOVATION FOR A COLLABORATIVE COMPANY
HOW TO SUSTAINABLY VALUE OUR RELATIONSHIPS
WITH OUR PARTNERS ?
THE NETHERLANDS
BOARD OF BUSINESS PARTNERS
Keeping a close relationship with our partners is
the key to a productive cooperation.
The Board of Business Partners (BOB) gathers 10
critical yet constructive business partners twice a
year.
Meeting and mixing a group of business partners
enables us to discuss and collect ideas and needs
for innovation and helps us cross visions and
opinions on our necessary developments.
It helps us develop new offers and services by
approaching the market's wishes and test our
concepts 1st hand with our main partners. The
process of action and reaction gives room for
creative thoughts and quick testing and
implementation.
The BOB is an excellent tool to regularly share
with our partners, while giving them a rewarding
role in our organisation.
CONTACT
Mrs Sandra SEIDELMANN [email protected]
This document was brought to you by the Innovation Team
We would like to thank:
Every person who has dared propose and realize these new and innovative ideas.
The Managers who have committed themselves in the implementation of these projects.
All of those who have presented projects that we have not been able to insert in this book
The members of the pre-Juries and the Grand Jury who have shown kindness and integrity while
selecting the winners.
For any further information, please feel free to contact:
Mrs Héloïse Lauret, Innovation & CSR manager – [email protected] – Tél : 01.55.94.36.30
Mrs Justine Allegret, Innovation Team – [email protected] – Tél : 01.41.42.67.82
Mrs Sylvie Berthier, Innovation Team – [email protected] – Tél : 01.55.94.43.40
Mrs Patricia Nchuingdjang, Innovation Team – [email protected] – Tél : 01.55.94.48.29