Case studies

Bank Simpanan Nasional

Bank Simpanan Nasional is a major government-owned bank in Malaysia, with more than 7,000 employees and 7 million customers. It was keen to improve productivity and efficiency, while attracting new Generation Y customers and meeting its business goals in the areas of profitability, sustainability and regulatory compliance.

The bank has created a network of pioneering virtual teller machines to offer high-quality, high-touch services to customers across its urban and rural branches. These have been enabled with Cisco unified communications, video, contact center, and data center technology that has been integrated with self-service, core banking and CRM applications.

Bank Simpanan Nasional has also streamlined and improved its internal and customer collaboration capabilities, while enhancing its network security. It has implemented Cisco Business Edition IP telephony to improve customer engagement; Cisco Jabber for faster customer interactions via instant messaging and presence; new routing, switching and firewall infrastructure; and Cisco UCS for simplified management.

BNL Gruppo BNP Paribas

Italy’s BNL Gruppo BNP Paribas is one of Italy’s leading retail and business banking groups, with 19,000 employees and a broad customer base across the country. It has been working closely with Cisco to solve a dilemma common to many financial institutions: its most profitable customers are also the busiest and require fast connections to the right experts.

BNL Gruppo BNP Paribas is meeting this need by using the latest collaboration tools to make it easy for customers to communicate with its experts via rich, secure video. For example, a customer seeking advice about mortgages or investments can visit a branch and talk to an appropriate specialist in person, or via video if the specialist is at another location.

“Geography is no longer a barrier. We offer a higher-quality service, bringing central expertise to them, while ensuring best use of our own resources,”

Giuseppe Parenti.
Voice and Network Architect

BNL Gruppo BNP Paribas

The bank’s 150 mobile sales consultants use tablets and Cisco Jabber to instantly set up face-to-face conferences between customers and the bank’s experts. The bank has also unified its customer service communications across sites using Cisco Contact Center Enterprise to ensure about 1,000 agents have the right customer data at their fingertips.

Underpinning all these capabilities is a fast, reliable Cisco network that brings together the bank’s offices, branches, contact centers, ATMs and other customer-facing operations. Some key collaboration tools include Cisco TelePresence, Webex and IP Phones.

BNL Gruppo BNP Paribas’s focus on higher-quality and faster communications is translating to direct business results. Customer satisfaction and retention rates are increasing, and streamlined digital processes are boosting productivity among its experts.

The bank has improved its cross-sales performance, selling an extra product on average per remote consultation. Total sales are up 12%.