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With you round the clock 

With you round the clock  . Germany. Vaud. Zurich. Austria. Bern. Lausanne. Lausanne. Geneva. Lake Geneva. Italy. France. Switzerland. Geneva. BCV Who we are. Switzerland’s fifth largest bank in terms of AuM. Total assets (CHF bn). Retail banking. 420,000 customers

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With you round the clock 

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  1. With you round the clock 

  2. Germany Vaud Zurich Austria Bern Lausanne Lausanne Geneva Lake Geneva Italy France Switzerland Geneva BCVWho we are

  3. Switzerland’s fifth largest bank in terms of AuM Total assets (CHF bn)

  4. Retail banking • 420,000 customers • 425 employees Four core businesses • Wealth management • CHF 76bn of AuM> Corporate banking Trading • 75 traders • largest trading floor in French-speaking Switzerland • 2 out of 3 localSMEs • More than CHF 10bn in loans

  5. N°1 • 9 decision-making centers • 69 staffed outlets A market leader in the region PAYERNE YVERDON- LES-BAINS ECHALLENS LAUSANNE MORGES PULLY VEVEY NYON AIGLE

  6. With you round the clock Our integrated multi-channel approach keeps us in constant contact with our customers

  7. The importance of an integrated multi-channel approach Current consumer trends in banking People use branch offices less than before. Buying decisions are often initiated online. However, sales still tend to be closed in a branch office (high value-added). • Our response • We try to understand our customers’ preferences: • preferred channels • depends on which step of the process they’re at. • We then define the role of each channel at each point in the process. Need for an integrated approach

  8. The benefits of banking with BCV The advantages of (Retail Banking segment) compared with… HNWI Larger branch network (>69 vs. 18 and 11) Affluent Access to banking specialists Retail Greater presence in urban areas

  9. Branch Word-of-mouth Internet Telephone Mail Other Internet at the start…but the branch at the end Use of channel (%) Initial idea Purchase Refining the idea: more info etc. 90-95% only 5-10%, but latent underlying demand potential

  10. Online In person By telephone Looking for the best bank 55* 12 Looking for the best loan offer 53 15 10 Getting information 47 16 Getting a quote 43 16 16 Getting repayment info 35** 24 16 Getting the ball rolling 31 30 13 Getting updates 26 14 24 Getting the final OK 20 14 31 Understanding how customers do their banking… Example: mortgage loan Source: Forrester Research 2006

  11. …means each channel has a defined role in each step of the process Minor Major Points of contact Initial idea Refining the idea Purchase Further purchases Branch Brochures available Meeting to finalize sale Creating product awareness Updates on branch visits Product information Online product access Providing info, Q&A Comparisons Updates, info on other products Website Contact center – Updates if client phones / customer satisfaction check Call potential customers Referral to specialized advisor

  12. % of customers who prefer to go to a branch: by age group % of customers who prefer to go to a branch: future trend across all age groups 2006,% % 25 - 34 44 35 - 44 51 2006 45 - 54 2015 55 - 64 2025 65+ The number of people going to branches is likely to drop Source: Forrester Research 2005, McKinsey

  13. Cost reduction through an all-round approach to banking Base 100 = transactions in branch office with teller 48 to 67 11 to 25 7 to 11 Branch Contact center ATM e-Banking • Sources: Forrester; Booz Allen Hamilton; Nordea; Union Bank

  14. Second marriage Second family 10 8 6 4 Partner dies 2 0 The modern way of living Family Have children Study Move in with partner Get divorced Live at home Travel abroad Death of a parent Get married Start work Move in with third partner Buy a home Children leave home Rent a home Age 0 10 20 30 40 50 60 70 80 Source: The Henley Centre

  15. The keys to success Integrated approach 1 2 Matching up: • product • customer • channel Efficient CRM Strategic Tactical

  16. An integrated approach Contact center Branch With you round the clock Internet ATM

  17. Contact center priorities: our services and our image Telemarketers Client advisors • Support for marketing campaigns • Support for telemarketing campaigns • A skills center and training ground for future retail advisors • Provide information and advice to retail banking customers via telephone • Provide customers with products for their everyday banking needs • Identify potential private banking clients Welcome, basic service • Welcome individual customers by • telephone • Directly deal with simple requests

  18. Contact center opening hours 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 Distribution of calls throughout the day Average number of calls received each hour 24/7 service: is it really that important? Source: Data from telephone system (June and October 2006)

  19. An all-round approach Contact center Branch With you round the clock Internet ATM

  20. 64% 70% 50% 74% 27% 57% 48% 49% 74% 48% 31% 12% Age 14-20 21-29 30-39 40-49 50-59 60-79 Total population Population that regularly uses the internet Population that banks online Use of internet and e-banking in Vaud Canton by age group % of the population Source: Étude DémoScope 2005, Vaud

  21. 50% 42% 60% 68% 56% 55% 76% 58% Assets 0-25k 25-50k 50-250k 250+ Total population Population that regularly uses the internet Population that banks online Use of internet and e-banking by affluent clients in Vaud Canton % of the population Source: Étude DémoScope 2005, Vaud

  22. An all-round approach The latest web technology Multimedia content A modern and accessible site

  23. The first bank on Second Life

  24. An all-round approach Contact center Branch With you round the clock Internet ATM

  25. Caisse épargne MigrosBank Other CoopBank 1% Credit Suisse 4% 2% BCV 8% 1% 33% PostFinance 15% UBS Raiffeisen Largest market share in Vaud Canton ATMs by bank Vaud Canton (total: 420)

  26. ATM locationsSelection criteria and growth potential by sub-region

  27. 171 BCV ATMs The largest network in Vaud 130 in branch New ATM features: Exchange rates Topping up mobile phone credit Bank statement with the last 50 transactions Request to be contacted by an advisor

  28. An innovative project for completely automated banking booths

  29. An all-round approach Contact center Branch With you round the clock Internet ATM

  30. Our brand identity comes through on all levels The BCV brand • 21 branches renovated • 3 new branches opened • 43 branches revamped • 5 branches closed • 120 meeting rooms renovated Signs and logos Brochures Branch network

  31. Our new BCV branch-office floorplan 3 4 2 1

  32. Example: ATM services

  33. Convergence zone

  34. Counters

  35. Meeting rooms

  36. Our new ‘mini’ branches

  37. With you round the clock Our integrated multi-channel approach keeps us in constant contact with our customers

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