Credit Agricole Bank presents a new model branch on Podil in the historic center of Kiev at 25 Sahaidachnoho Str. A new Podil flagship branch will become the first stage in a global process that will involve upgrades and innovations at more than 150 bank’s branches all over Ukraine.
The concept of the new model branch rests upon the customers’ needs and wishes since it was developed following the research carried out for this purpose. Customers are proposed a fresh approach to servicing clients due to its special zoning and the way everything is organized inside and also innovations concerning both the range of services and workflow arrangement.
The bank defined the deepening of relations with selected customer segments to be its priority along with digital transformation and innovation through creation of digital branches. Launching of the nationwide process of sales network upgrade is witness to understanding and commitment of the bank to keep pace with the changing needs of Ukraine’s growing affluent clientele.
«We want to be a true partner for our customers by applying new approaches in building relationships with them. And thereby we translate into action the new positioning «The whole bank just for you!». The new model branch is designed to meet all the customers’ needs and expectations by offering the high level of confidentiality, professional expertise, exceptional experience along with modern digital services and live communication with the bank staff», says Jean-Paul Piotrowski, the CEO of Credit Agricole Bank.
Principles underlying the concept of the new model branch
«Proactive approach, convenience and comfort»: the customer does not have to neither navigate nor wait in line for a manager in order to get a product or service since managers are able to provide clients with necessary consultation and perform quick transactions in any convenient zone thanks to the laptops usage.
«Personalized service»: each client has personal manager to provide him with full range of services and consultations. Each manager is universal, i.e. has sufficient expertise to provide basic services to customers of any segment. That is why there is no traditional separation of zones for PI and corporate customers servicing in the new model branch.
«Confidentiality»: dedicated separate meeting rooms for consultations ensure full confidentiality to the customers.
«Expertise»: the branch team formed with the involvement of top managers of the bank consists of the best specialists with substantial experience obtained in Credit Agricole and beyond.
«We want to change the classical approach to space arrangement and functionality of bank branches, where the customer often appears to be lost, going from desk to desk and asking for help, says Galyna Zhukova, Member of the Management Board of Credit Agricole Bank responsible for retail business, network and digital. In the new model branch our staff will meet every customer. It is so simple, but it changes the nature of the relationship between customer and bank».
The meeter-greeter will assist new arrivals in choosing the necessary manager to address any issue or receive required service or advice.
«Working on the creation of the new model branch we were focused on several objectives. Apart from comfort, privacy and convenient service providing clients are able to receive advices from subject-matter experts through video conferences. And all this is available in the premises which arrangement and design keep ahead of current banking market so far and for every segment of current and potential clients. This allows us to offer individual approach and unique customer experience to everyone», says with certainty Oleksandr Shcherbakha, Head of the Sales Network Department of Credit Agricole Bank.
Zoning and space arrangement
Digital wall is «the heart of the branch» and main channel of communication with customers.
The work process of the branch is concentrated in collaborative space, a special zone for managers, where their workplaces, equipment are located and documents are stored.
Service hall has only those objects intended for being used directly by the customers and is more like co-working hub, rather than office. For communication and quick customer servicing every manager has a laptop enabling to move around the service hall and around the branch in general.
Self-service zone is available 24/7. Thanks to self-service terminals and cash-in ATMs the majority of simple service transactions to customers can be performed.
Іnternet-banking zone is featured with tablets and touch screen monitor for free customers’ access to internet-banking and receiving of information about the bank’s products and services at official web-site of Credit Agricole Bank.
Waiting zone is equipped with comfortable designer’s chairs that make the customer almost invisible to others while receiving quick consultations. Over a cup of coffee clients can use WI-FI access, read the news and receive information about the bank’s services on innovative digital wall.
Meeting rooms allow providing consultations and performing transactions of high-level confidentiality in other words behind closed doors.
One of the meeting rooms serves as expertise center built on «la banque a trois» three-parted connection concept. The videoconferencing with experts on agri-agro, SME, corporate business and private banking, etc., is arranged here to receive instant subject-matter consultation.
Presentations: in the branch the customers are able to present theia products and services to the partners, particularly with the help of the digital wall.
Study: the area of the premises can be used as a venue of various training events for the customers as well as for experience and ideas sharing.
Coffee areas provide a suitable atmosphere for the customers’ informal communication with bank employees.
Convenient schedule: the cash desk is equipped with LED availability identifier and flexible working hours: 9:00 – 19:00 without lunch break. The branch also works on Saturdays from 9:00 till 15:00.
About Credit Agricole:
PJSC «CREDIT AGRICOLE BANK» is a modern universal bank owned by the leading financial group in Europe – Credit Agricole Group (France). The Group is a major partner of the French economy and one of the largest banking groups in Europe. It is a leading retail bank in Europe, having the largest portfolio of assets under management, being first in the field of bank insurance and third - in project financing in Europe. Credit Agricole has been operating in the financial market of Ukraine since 1993 and renders the entire range of banking services to private individuals, including VIP clients, and business. The Bank pays special attention to cooperation with agricultural enterprises. Reliability and business reputation of CREDIT AGRICOLE in Ukraine is confirmed by the highest possible FITCH ratings, leading positions in bank sustainability, bank deposit reliability and bank profitability rankings, as well as by 300 000 active private and 18 000 corporate customers, including international corporations, large Ukrainian companies and representatives of small and medium business.
Viktoriia Torianyk, Head of PR and corporate communications Credit Agricole Bank.
Phone: +38 044 581 07 45, e-mail: Viktoriia.Torianyk@credit-agricole.ua