High quality premium services and top-level customer service have set premium banking by Credit Agricole apart. In particular, the flagship Sommelier package offer is a great example, as it is among the market leaders in terms of range and quality of services. The bank offers the following to its customers: capital management, personal support of a premium manager, partnership with European banks, deposits on favourable terms, individual bank safe deposit boxes, loyalty programs, remote banking, delivery of cards to over 220 countries, as well as a personalized approach to each customer and support at all stages.
When creating such a comprehensive and personalized product, Credit Agricole Bank focused on who its premium customers are as people. These are business owners, their families, CEOs of the leading international and Ukrainian companies that value their time, consultations and service quality, as well as advantages of a solid partner bank for a mutually beneficial long-term cooperation.
Clear understanding of the needs of premium customers enables the bank to assist them even in very unconventional situations. Namely, in the wartime, the bank placed an even greater emphasis on Family banking, which is extremely convenient for customers. When the portfolio manager is familiar with the entire family, all its members, he or she can offer more targeted advice and anticipate their future needs.
This year, Credit Agricole Bank has introduced a number of new services for premium customers. The main innovations in 2024 include:
- Card shipment abroad: now customers can order card delivery to over 220 countries worldwide to the specified address.
- Money back: as part of Mastercard Bilshe loyalty program, the bank customers may redeem the accrued points for payments and get money back on their cards.
- Free “Green Card” insurance: to ensure that the customers have a peace of mind when staying overseas, the bank included the free international motor insurance certificate “Green Card” in the premium package offers.
- Data roaming: at Credit Agricole, we understand the importance of being in touch, so we provided our customers with a free internet-roaming package as well as special terms for more gigabytes.
- Unique travel-advantages: the bank continually works on updating the range of services for customers who go on business trips or need to travel to other countries. Namely, the premium packages offer fast track, discounts in airport restaurants, transfers to and from airports, access to business lounges in the world airports.
At the same time, the bank customers are able to open an account online from anywhere in the world and have the full control over their finances via the СА+ mobile application, the in-house project developed by Credit Agricole Ukraine.
That is why this year Credit Agricole Bank has won by a landslide in the category “Best Premium Banking” as ranked by Banker.ua.
Premium banking by Credit Agricole Bank in numbers:
- The number of Credit Agricole Bank premium customers grew by 15% since the start of 2024 and by 31% in 2023.
- > 40% of premium customers choose to stay with the bank for over 5 years.
- 97% of employees use the CA+ app, which shows the high index of trust towards the product.
- 15% is the increase of the amount of funds in the premium accounts since the start of 2024.
PERSONAL APPROACH ON A GLOBAL SCALE:
how Credit Agricole Bank remains dominant in the premium banking
Premium banking is an integral part of life for many affluent customers, especially in the wartime, when numerous force majeure circumstances arise, requiring an individual approach. Yelyzaveta Tymoshenko, Head of Premium Banking Development Department at Credit Agricole Bank, spoke about the new solutions and options for customers and premium service development trends in the interview with Banker.ua.
— Yelyzaveta, what does Credit Agricole do to provide the top quality service for premium banking customers?
— The bank’s core values include impeccable reputation and reliability. No matter what happens, we offer continuous support to our customers, so they respond in kind and trust us with their savings, which have increased significantly during this year.
Sommelier, our flagship premium package, is one of the best on the market in terms of the number and level of services it offers. They are extremely versatile, ranging from the attractive offers on the classic banking products to advantageous lifestyle services.
The international Credit Agricole Group is represented in 46 countries worldwide. We have a well-established cooperation with our colleagues abroad in the area of private banking, namely Group banks in Poland, France, Switzerland, and offer individual support of a personal manager from Credit Agricole Ukraine who can help arrange a meeting with a banker overseas.
Thus, customers have access to private management service in countries like France and Switzerland. In Poland, where many Ukrainians ended up during the full-scale war, Credit Agricole Ukraine personal managers and foreign colleagues will help premium customers with collecting documents, organizing meetings, and, if necessary, enlist the services of an English-speaking manager to do banking with us. This service is available in 400 outlets of the bank in Poland. From this extensive list, I would set apart a unique service of personal manager support when the customer undergoes compliance verification.
We also offer convenient remote premium banking in the СА+ mobile app. You can open an account there and order premium packages, while the card can be shipped to a customer’s home in Ukraine or abroad, over 220 countries worldwide in total. Identification via Diia can be used to sign the agreement documents. It is a must-have service for our customers, while such wide range of convenient remote banking options is not always available to customers of foreign banks.
Also, we are amenable to customers’ wishes regarding communication channels: we interact via a customer’s preferred messenger, either with or without the video. At the same time, we conduct regular surveys on customer satisfaction with our services. By the way, now more than ever we receive positive feedback and words of gratitude from our customers abroad. Among others, it is due to the fact that we maintain contact 24/7, whereas it often takes days or weeks to get a response from the foreign banking services.
Human responsibility is at the heart of Credit Agricole model. We offer our customers the advantages of digital solutions while maintaining human contact via the bank’s premium managers.
— Why is premium banking among development priorities for Credit Agricole?
— Being part of the international financial Group, we feel that we possess the resources and competences to meet the high level requirements from customers and take the premium banking standards in Ukraine to the new level. At the same time, Credit Agricole strives to protect its customers’ interests in everything we do. We cultivate our relationship adhering to the principles of transparency, loyalty and ethics.
— For you, what is proof that the bank is moving in the right direction?
The number of premium customers is constantly growing in our bank. Over 40% of premium customers choose to stay with us for longer than 5 years. This is probably the best testimony of trust towards our premium banking.
In addition, I am pleased that our customers have a high level of awareness and social responsibility. They are eager to support the economy of Ukraine, especially in the most trying of times, while we provide them with all the necessary tools. To illustrate the point, in 2023 our customers’ investment in government bonds has more than doubled.
We are trying to do our utmost to live up to the commitment and confidence placed in us by our customers.
“Premium customers have access to all the advantages of service with one of the biggest international financial groups, while we are also putting in the effort of preserving the boutique-style service”.
— The premium segment has always been a challenge, as the customers of this segment are the most demanding. Could you share an interesting case and unique advantages that you offer.
— Our premium managers are ready to help our customers even in force majeure circumstances. As an example, one of our premium customers arrived at Bergamo Airport, Italy, where there were 300 people in the line and there was only one hour to board the flight. The customer contacted the premium manager at once. Mind you, he didn’t call his friends or try and look for information elsewhere, but contacted the bank manager instead. We promptly resolved the issue, our manager did everything possible and remotely “led” the customer through the airport, so that he and his family were able to board the flight in time. Having had such experience, the customer always recommends us to friends, which is the highest appreciation of our work.
Our development strategy is to be more than the banking advisor for our customer, but a reliable partner in various life situations whether related to investment, legal matters or even lifestyle. The bank’s solidity and comprehensive expertise enable us to provide daily support to our customers, help them make plans and implement projects even in the times of uncertainty.
If a customer is an Elite card holder within our Sommelier package and is planning a trip, we will be sure to remind them that they can use Fast track, rent a vehicle, get to the airport comfortably, access the Lounge and get discounts of up to 25% in Duty Free and restaurant airports.
In addition, the international Credit Agricole Group is present in 46 countries and incorporates Amundi asset management company, Indosuez Wealth Management, etc. Our customers who receive Indosuez services, have access to the best solutions from the list of services of several investment funds with varied risk profiles and form their portfolios from shares as well as debt securities. Some of them primarily focus on the ESG.
To recap, our premium customers have access to all the advantages of service with the international financial group, which is among the ten biggest ones globally. At the same time, we are also putting in the effort of preserving the boutique-style service by offering personal approach to customers.
— How do you plan to further develop the premium banking?
By the end of 2024, we are planning to launch a new unique package for premium customers offering even more banking, financial and lifestyle services. I think we will share more details about the product then.
We are also planning to further expand and deepen the synergy with the banks of the Group in other countries, namely in Switzerland. This will enable our customers to have even more access to the Group’s banking and investment solutions.
