Digitalisation of the Private Equity investment journey
Mariam Rassai, Head of Customer Experience and Digital Transformation at BNP Paribas Wealth Management, tells us about the 2022 projects that will have a positive impact on the Customer Experience.
Hello Mariam, today we’re going to discuss the Private Equity investment journey, and it seems you have good news to share with us.
Indeed, we have been working for several years and in all our locations to offer our customers an improved digital experience.
Improving the Private Equity investment journey is one of our major projects in 2022.It is a project that will be deployed in all our entities with the aim of offering an end-to-end digital experience throughout the entire investment journey, and of placing ourselves in line with the top industry standard.
To this end, we have designed a model journey to be implemented by 2024. Our objective is to digitalise the entire customer journey. But this year, we will be able to deliver a portion of it.
Can you tell us more about the major projects for 2022?
First of all, we have implemented electronic signatures for Private Equity contracts. Previously, customers received documents to be signed in the form of an email attachment. They had to print them, sign them manually, and return them to us via an email attachment. Since the start of the year, we have implemented electronic signatures for subscriptions. Clients receive an email with a link that allows them to electronically sign their document. This process is much more fluid and easier for the customer.
You have mentioned several projects delivered in 2022; what’s next?
We will provide access for customers, as well for private bankers and Private Equity correspondents in our sites, to a dedicated portal for Private Equity investments: the Private Assets Investor Portal. Currently, customers do not have access to their Private Equity information online via their e-banking portal. They receive this information via email, as needed.
GGP (Global General Partner), our entity in Luxembourg, has carried out a major industrialisation, automation and digitisation project that will allow us to provide customers with access to a portal through which they can find all documents regarding their financial situation, their commitments, calls for funds already issued, etc.
This information will be centralised and as up-to-date as possible (at this time, some documents date from several months ago).This major development in our improvement of the Customer Experience is already being deployed and should be delivered to all countries by the end of the year.
These two projects will visibly improve the customer experience, but are there other expected benefits?
Through these two developments, we will benefit from an optimisation of security. For the electronic signature, documents are no longer sent as email attachments; the information is protected with advanced signature technology (2 SMS codes are sent to protect access to the documents).
We have implemented strong authentication that guarantees effective protection of access to the documents.
Thanks to the work carried out to digitalise PERE, we can therefore provide three key benefits:
- A better Customer Experience
- Strengthened security in terms of access to documents
Thank you, Mariam. In conclusion, who will benefit from these changes and what are the next steps?
All our clients in all our locations can benefit from these changes! Electronic signature for Private Equity contracts is already operational in the majority of our locations.
The Private Assets Investor Portal is currently being deployed and will be delivered to all countries by the end of the year.
But we won’t stop there! The project will continue into next year. In particular, we will work on improving the identification of clients eligible for this type of investment.
“We were a pioneer in Europe when we launched our private equity offering back in 1998. Over these last 25 years, we have continuously innovated in our marketing and communications with clients. And our clients are showing even greater appetite to invest in the real economy. Digitalizing our offer with the Private Assets Investor Portal is a real milestone for us in serving our clients better and providing a seamless interaction between our bankers and our clients. And new services are in the works. Hats off to all the teams for this leap forward in satisfying our clients.”
Claire Roborel de Climens, Global Head of Private and Alternative investments
“The Private Assets Investor Portal is a real evolution in the client experience for private investments. The most obvious improvement is the digitalization of the client experience. But our processes are more secure and more industrialized. And General Partners can move forward confidently in this booming activity while still remaining competitive thanks to our digital solutions.”
Paolo GIANFERRARA, Global General Partner