Context & Challenge
BNL, a leading bank in Italy and part of the BNP Paribas group, wanted to offer their existing customers a multiservice protection digital solution: “Protezione Identità”.
This service was a unique and inseparable package made up of 3 services:
- Kaspersky Total Security Multi-device, the most advanced protection from Kaspersky Laboratories.
- Sicurnet Service, prevents identity theft and fraud of personal data online.
- Insurance coverage offering assistance and refund for legal expenses in case of identity and personal financial data theft.
This new product in BNL’s product portfolio was marketed and sold through multiple channels:
- Bank physical stores
- Out-bound phone
Protezione Identità being an ongoing service, clients benefitting from it would then be billed on a monthly basis through their BNL bank account.
In order to support this subscription business model and guarantee a continuity of service for “Protezione Identità”, BNL needed partners not only capable of delivering the service at the moment of sale, but also manage fulfillment for the duration customer’s lifecycle.
This implied not only being able to integrate BNL’s specific operational, reporting and data requirements, but also manage the events and actions necessary to any recurring billing business model: renewals, cancellation, yearly re-engagement by tacit agreement, end of service.