Online Branch

Where people and technology work together to serve the customer.

Technology and people together

BPER's Online Branch is not simply a new channel of contact: it is an advanced experience, where people and technology integrate to offer value, proximity and services that are increasingly in line with customer needs. It is a model that evolves alongside customer behaviour and focuses on the quality of the relationship, even at a distance.
BPER's Online Branch combines advanced digital tools with the attention of our people, with the aim of ensuring a simple, satisfying and tailor-made experience.

A service that is always close to the customer

Contact with customers takes place via chat, telephone and video calls, always keeping the human dimension and authenticity of the relationship at the centre.
Thanks to technology, we reduce distances and respond to the need for integrated, fluid and consistent services between physical presence and remote interaction.
In this way, we fully realise BPER's omnichannel approach, which combines digital innovation and the value of human relationships.

Not just assistance, but personalised and timely remote consulting, in synergy with local branches.

Telephone, chat and video calls ensure timely responses to the various needs of customers, who can choose how they wish to interact with the Bank.

The Online Branch provides assistance and advice from Monday to Friday from 8:30 a.m. to 8 p.m. and on Saturdays from 8:30 a.m. to 5 p.m., extending the hours of the traditional physical branch.

The project as told by colleagues

How digital technology is a concrete tool for customer proximity

Giovanni Leonardi, Head of BPER's Digital Branch Service, explains how digital technology can be a concrete tool for building customer proximity: not just assistance, but personalised remote advice, in synergy with local branches. A model designed to respond to new customer behaviours, while maintaining the authenticity of the relationship.

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How to make remote consulting simple, intuitive and effective

Roberta Fumagalli, Head of Commercial Planning at BPER, describes the approach that guides the development of the Online Branch offering: solutions designed to simplify customers' lives, respond to their real needs and anticipate changes in behaviour. Advanced digital processes and human skills work together to make remote consulting increasingly simple, intuitive and effective.

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The customer chooses when and how to engage with the Bank

Mariangela Gugliotta, Head of Sales Support & Knowledge Management, explains how BPER has developed a new model for contacting the Online Branch: a simple and intuitive digital tool that allows customers to choose when, how and where to interact with an advisor. Whether it's a video call or a phone call, it's up to the customer to decide, according to their schedule and needs.

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Being there when the customer really needs you

Marco Adamo, Head of Governance Room & Monitoring at BPER, talks about the extended hours and multi-channel service that allow Online Branch advisors to provide assistance and advice from Monday to Friday from 8:30 a.m. to 8 p.m. and on Saturdays from 8:30 a.m. to 5 p.m. Telephone, chat and video calls ensure timely responses to customers' various needs, while for emergencies related to card and Internet Banking security, the service is available 24 hours a day, 7 days a week.

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The right advice that makes a difference at important moments

Buying a home is an important decision. Gaia Domenici, BPER Mortgage Advisor, explains how the Online Branch consultants accompany customers every step of the way towards their dream home: from the initial assessment to choosing the mortgage that best suits their personal needs. A tailor-made process, with free advice, personalised solutions and comprehensive step-by-step support, even remotely, via video call or telephone.

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Distance does not separate: when the relationship is at the centre, it brings us closer together.

Nicolò Antonini, Personal Digital Advisor at BPER, describes an advanced advisory model provided by specialists: the same professionals that customers rely on in physical branches, now even closer thanks to digital technology. Every person has unique goals, dreams and expectations. That's why consulting starts with listening and translates into truly tailor-made financial and digital solutions to manage and enhance assets with care and attention, wherever you are.

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