Success story · Banking & financial services

BPCE supports its advisers inside their business applications.

BPCE Solutions Informatiques rolls out K-NOW, known internally as “Guidance”, so that help reaches the application at the moment of the action, without leaving the tool.

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kSTEP 1 / 3Open the customer file.

kSTEP 2 / 3Enter the reason for the operation.kSTEP 3 / 3Send the file for approval.

Guidance

Step-by-step guidance

Complete a customer file end to end

K-STUDIO

Train

Practise a rarely used journey

Check a supporting document

+10 %of the application portfolio covered

2networks supported: Banque Populaire and Caisse d’Épargne

1solution deployed: K-NOW, under the name “Guidance”

The context

A broad application portfolio serving two networks.

BPCE Solutions Informatiques supports the Banque Populaire and Caisse d’Épargne networks as their information systems evolve. Advisers use a large number of applications every day, on processes bound by strict regulatory requirements.

The blind spot

Rare journeys are the ones that cost the most.

An adviser runs some processes every day and others a few times a year. The latter are the ones that cause hesitation, generate support calls and files that have to be reworked.

Initial trainingThe application is learned before it is actually used.

A few months laterThe journey comes back, but rarely.

Where it stallsNobody alongside when a decision has to be made.

The scope

What the programme covers today.

Business applications of the networks

More than 10 % of the application portfolio, still expanding

Live

The solution

Help moves into the application.

K-NOW, deployed internally under the name “Guidance”, overlays support onto the applications already in place. The content is built with the business lines, the Product Owners and the end users.

Interactive step-by-step guides

The adviser is walked through, step by step, on the journeys that cause hesitation.

Contextual tooltips

The useful information appears at the field concerned, without leaving the screen.

Signposting and stickers

Visual markers flag the sensitive points directly in the interface.

Built with the business lines

The supported journeys are chosen with the Product Owners and the users, based on the field.

kSTEP 1 / 3Open the customer file.

kSTEP 2 / 3Enter the reason for the operation.kSTEP 3 / 3Send the file for approval.

Guidance

Step-by-step guidance

Complete a customer file end to end

K-STUDIO

Train

Practise a rarely used journey

Check a supporting document

The results

Smoother adoption, less pressure on support.

Easier onboarding

New advisers are supported directly inside their tools, from their very first files.

Simplified journeys

Complex or infrequent processes become possible to complete without outside help.

Greater autonomy

Contextual help reduces the systematic recourse to support and training.

Wider deployment

The programme already covers more than 10 % of the application portfolio, and keeps expanding.

Video testimonial

Video: how BPCE uses a digital adoption platform to simplify its advisers' journeys

Sophie Lagarde, Director of Customer Relations and Service Offering at BPCE Infogérance & Technologies, explains how K-NOW guidance simplifies journeys for Banque Populaire and Caisse d'Épargne advisers. Video in French with English subtitles.

The solution deployed

The solution deployed.

K-NOWDigital adoption platform

Being guided inside the application, at the moment of the action.

K-NOW overlays step-by-step guidance, tooltips and visual markers onto the applications already in place, without modifying the application itself.

Discover K-NOW→

Step-by-step guidance inside the application
Contextual help and information
Targeting by business line and profile
Updates without touching the application

Frequently asked questions

What we are asked about this deployment.

Does K-NOW replace training at BPCE?

No. Initial training stays in place to prepare the advisers. K-NOW takes over inside the application, at the moment someone gets stuck on a step, particularly on infrequent journeys.

Which applications are covered?

Live: the business applications of the networks (more than 10 % of the application portfolio, with further expansion under way).

How large is the deployment?

More than 10 % of the application portfolio is covered, across the Banque Populaire and Caisse d’Épargne networks, with a progressive rollout application by application.

What does it change day to day?

Help is on the screen. An adviser running a rare journey is walked through step by step, finds the rule at the field concerned and completes the file without calling support.

They trust us