KBC Group: launches a pilot project for home financial services

KBC launches home financial services pilot project

Tuesday, March 8, 2022 – KBC will soon start providing home services to ensure its non-digital and less mobile private customers have access to a dense KBC local network, including in areas without KBC bank branches. An experienced KBC Bank employee travels – at the customer’s request and by appointment – to the customer’s home in a vehicle in the distinctive KBC colors (the KBC-Belmobiel) to provide the required services.

KBC will test this approach in the province of West Flanders for a period of six months, starting on April 19. After evaluation, KBC will consider whether or not to roll out and expand this new service. In this case, KBC will also switch from its current hybrid cars to electric cars.

  • KBC tests home services for non-digital and less mobile customers in West Flanders for six months
  • An easily accessible service to complement the existing dense and omnichannel distribution network
  • More and more KBC customers now handle their banking needs solely through digital means – only 11% exclusively use the bank branch

David Moucheron, CEO of the Belgium Business Unit of KBC, explains this initiative: “The channels preferred by the vast majority of our customers have remained unchanged in recent years. Today, more and more KBC customers are doing their banking digitally and only 11% of customers use the bank branch as their only point of contact. Some customers, however, find that they are struggling to keep pace with the digitalization of society as a whole. From our position in society, we see it as our duty to help customers transition to digital channels and use them to manage their banking, insurance and investment needs. We want to test the KBC-Belmobiel as a pilot project for less mobile and non-digital customers to see if some form of home service is a viable alternative.

An easily accessible service to complement the existing omnichannel approach

The request for this service has been deliberately simplified: private customers who wish to benefit from assistance at home can simply call the exclusive KBC Belmobiel number (050 64 20 04). Either the KBC employee taking the call helps the customer to solve the problem immediately, or the customer is offered an appointment at home. Due to obvious regulatory, technical and security constraints, the focus will be on administrative customer support and day-to-day and frequently used bancassurance services.

KBC will offer this home service within the appropriate legal framework to ensure the protection of employees and customers when certain types of financial transactions are processed outside branch boundaries. Some services have therefore not been included (eg cash transactions). KBC will work with the customer to find solutions to problems that cannot be resolved through KBC Belmobiel (such as complex questions that require specific expertise or questions that must be dealt with in branch if the customer is not a digital user active).

The KBC employee can also introduce and familiarize the customer with KBC’s digital channels.

What can KBC-Belmobiel be used for?

KBC-Belmobiel can go to the customer’s home. The client will then be assisted for (for example):

  1. Use of digital channels (including KBC website, KBC Mobile and KBC Touch)

  1. Account management and request to open new accounts

  1. Implementation or management of direct debits and standing orders

  1. Management and application for debit cards

  1. Credit card management

  1. Updating personal, contact and other data

Home visits will not be charged during the six-month trial period. KBC will also take due account of the cost price parameters when evaluating the pilot project.

KBC uses an omnichannel distribution model, where the network of physical branches and the associated human interaction complement remote banking services and digital channels (KBC Mobile, KBC Touch, KBC Live). Such a model enables KBC to respond effectively and in a user-friendly manner to rapidly changing consumer behavior.

Every year, KBC examines how, when and how often customers use the various channels (mobile/PC banking, remote banking branch and physical branches). It then uses this information to progressively optimize its physical presence and digital efforts at the pace indicated by its customers. KBC is also ensuring that its customers have access to more expertise, greater accessibility and excellent customer service through these channels. The KBC-Belmobiel pilot fits perfectly into this approach.

Tradition of guiding customers on the digital road

KBC has been assisting and supporting its customers for many years.

  • Thanks to educational initiatives such as “Digiwijs”, where KBC employees voluntarily coach non-digital customers in branches, the older customer group (65+) has made the greatest progress, relatively speaking, in terms of of digital banking. During the coronavirus crisis, this support was offered mainly by telephone. Around ten thousand non-digital customers were able to get started with a free KBC Touch and/or KBC Mobile starter pack.

  • In just a few years, KBC Live has become KBC’s largest bank branch, with no less than 620 experienced employees working there. On average, they handle over 91,000 incoming calls each month and tens of thousands of chat and social media conversations. This allows KBC Live to reach customers who prefer traditional contact channels and those who prefer to be contacted by digital means.

  • KBC also supported young people through its “Get-a-Teacher” programme. Before the coronavirus crisis broke out, schools could call on the services of a KBC employee for an educational and completely brand-independent educational dossier on an economic and financial theme that was part of the school curriculum. Over 750 lessons were delivered to over 12,000 students in over 300 schools. Without Covid-19, based on the number of registrations, no less than 39% more pupils would have been affected last school year and 41% more teaching kits provided.

Thanks to all these initiatives, KBC has been able to provide its customers with maximum support and help them use the wide range of resources and channels it offers as effectively as possible, ensuring that they benefit the best possible customer experience. By adopting this approach, KBC is also supporting customers on the digital path chosen by society.

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