BNP Paribas Securities Services digitises client service feedback process

The new online tool comes as BNP Paribas accelerates its digital client experience initiatives for the securities services business.

By Joe Parsons

BNP Paribas Securities Services has devised a new digital client service review solution, enabling clients to provide quick feedback on the quality of its custody and fund services.

The new multi-lingual service review solution has been designed to make the feedback process as user-friendly as possible, giving clients a 360-degree view of their responses across services and locations.

Access to the online service reviews will be made through its flagship NeoLink client portal, which will include a client satisfaction scorecard and an online action plan follow-up, providing clients with updates on pending actions.

“We want to deliver the best possible client experience, and service reviews are an integral part of this objective. This is why we are making the service review journey as easy as possible for our clients to rate our services and access their information online 24/7,” said Mark Hillman, head of global client services, BNP Paribas Securities Services.

The online service comes as BNP Paribas accelerates its digital initiatives for the securities services business, implementing cutting-edge technology to automate key aspects of client services.

Last month, the bank said it had automated the processing of half a million documents using machine learning and natural language understanding technology, enabling it to increase straight-through processing (STP) and reduce service turn-around-times.

BNP Paribas also launched a new predictive collateral coverage reporting service, with Pan-Asian life insurance firm AIA Group becoming the first to use the new solution.