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Development of a Self-Service Customer Communication Platform for BNP Paribas Leasing Solutions

ailleron.com

Financial services

Challenges in Client Communication and Information Access

Clients faced difficulties accessing lease-related information and support due to fragmented communication channels, lack of 24/7 self-service capabilities, and inconsistent handling of requests with varying priority levels.

About the Client

A leasing and financial services provider offering tailored solutions for individual and corporate clients

Objectives for the New Communication Platform

Create a unified digital platform for client interactions
Implement 24/7 self-service access to lease documentation and support
Streamline handling of client requests across complexity levels
Enhance user experience through intuitive interface design

Core Platform Functionalities

User authentication and personalized dashboard
Document repository with search functionality
Interactive support chat and ticketing system
Real-time notification center
Feedback and satisfaction survey tools

Technology Stack Preferences

Cloud-native architecture (AWS/Azure)

Progressive Web Application (PWA) framework

RESTful API integration layer

OAuth 2.0 authentication protocol

System Integration Requirements

Core leasing management system
Customer Relationship Management (CRM) platform
Identity and Access Management (IAM) system
Business Intelligence analytics tools

Non-Functional Requirements

99.9% system availability SLA
Role-based access control (RBAC)
GDPR-compliant data handling
Horizontal scalability for peak loads

Expected Business Impact of the New Platform

Projected 40% reduction in client service inquiries through self-service adoption, 25% improvement in client satisfaction scores, and 30% decrease in operational costs for customer support operations.