29 January 2020

2min

Omnichannels for the Caisse des Dépôts

Onepoint supports the Caisse des Dépôts et des Consignations in the launch of the Banque des Territoires and plateform implementation.

SUPPORT FOR THE LAUNCH OF THE BANQUE DES TERRITOIRES’ MULTI-CHANNEL PLATFORM

To meet the new challenges of regional development, Caisse des Dépôts is transforming itself by centralising all its expertise within a new entity: Banque des Territoires. Its objectives are to provide better service to its clients (local authorities and public companies, social housing, legal professions, companies and financial players) and further develop the societal usefulness of its missions. With the overhaul of its offer made available through an omnichannel platform, it gives its local customers a single gateway, where simplicity and clarity are the keywords.

ONEPOINT: A PARTNER FIRM IN THE DESIGN OF THE BANQUE DES TERRITOIRES MODEL

Onepoint was able to apply its multidisciplinary expertise in strategic analysis, digital, marketing, architecture and management. This expertise enabled it support the Caisse des Dépôts in the design of this new multi-channel platform through several projects.

Customer focus: Organisation and implementation of a customer-focused campaign to capture customer expectations of the Banque des Territoires. The information gathered has also helped guide thinking on the design and urbanisation of the digital platform.

Value proposition: Contribution and coordination of thinking and scoping for the Banque des Territoires’ value proposition, the definition of its target operating model, its business model and the design of the targeted customer experience.

Customer journey & experience: Definition of ‘seamless’ customer journeys whatever the contact channel (digital, telephone, physical) and identification of all the levers for optimising the customer experience.

Architecture: Providing expertise and advice on the architecture and urbanisation of the target information system embedded in the omnichannel dimension of the Banque des Territoires platform.

Website: Coordination of the banquedesterritoires.fr website design projects with the technical, editorial, marketing, digital performance and communication teams for a successful launch on 19 November 2018.

UX Design: Providing expertise and advice on UX Design to offer the Banque des Territoires the most intuitive, simple and efficient site ergonomics and access to information possible.

10 onepoint consultants

6 months of project

EMBLEMATIC PROJECT FOR AN AGILE TRANSFORMATION OF THE CAISSE DES DÉPÔTS

The Banque des Territoires project is above all a project to transform the Caisse des Dépôts model where the customer is central to interactions. In a rather compartmentalised organisational context, this project approach aimed to develop cross-functional aspects so that all the components of the organisation are oriented towards customer service.

The agile methods deployed in the project approach also helped to include new project automated features governing efficient interactions, collaboration with customers, constant adaptation to chance events and operational capability of deliveries. Beyond that, a common vision was defined and shared to align and engage all stakeholders in the project.