HSBC launches new Secure Key authentication system

370,000 active customers in 3 months

Context

HSBC is one of the very first banks to implement dual banking authentication. It fears a strong risk of customer attrition. HSBC France management is particularly committed.

 

Objectives

The group has several objectives: mobilise, train and communicate to succeed in this strategic commercial launch.

 

Results

The launch of this event was accompanied by e-learning including a realistic authentication simulation:

  • for the 4,300 employees in the branches, enabling them to prepare to accompany their customers through the authentication stages,

  • a simulation of a customer being greeted by an advisor guiding him or her through a real-life situation,

  • published on the general public website for the attention of customers and prospects in order to reassure them and allow them to practise.

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