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National Bank of Canada (Banque Nationale du Canada)

Customer Snapshot: Overview

52% Higher customer satisfaction

The National Bank of Canada (NBC) is the sixth largest bank in Canada and the leading bank in Quebec, where it holds a 40% market share, and has become part of the fabric of life over 153 years in business. Recently named the strongest bank in North America and the third strongest worldwide by Bloomberg Magazine, NBC provides a full range of banking services to individuals and institutions, including mortgages and other forms of loans.

National Bank of Canada (Banque Nationale du Canada)

CAD5.3 billion (US$5.1 billion)

Number of Employees

Line of Business

SAP Solutions
SAP Customer Relationship Management (SAP CRM)

Montréal, State of Quebec, Canada

Customer Website

Implementation Partners
Accenture, SAP® Services Organization


Customer Snapshot: History

From 19th Century Francophone Businessmen

It started in 1859, when the Province of Canada was comprised of Upper and Lower Canada (Ontario and Quebec) under a single legislature, and a group of francophone men petitioned the Legislative Assembly to incorporate a new bank. Dissatisfied with the policies of existing banks, these businessmen felt the need to establish a bank under their own control, a bank that will promote their own interests.

Customer Snapshot: Business Model

One Client, One Bank

NBC runs a strategic program called “One client, one bank.” With that, NBC resolves to deliver the ultimate experience to their customers. A key goal was to redefine the customer value proposition.

Customer Snapshot: Success Strategy

Behind the Scenes to Great Customer Service

NBC seeks to achieve their vision through process enhancement and integration, along with technology to break down the silos. The bank wanted to meet customers’ needs and expectations consistently regardless of their point of entry into the bank.

The Challenge

Getting Out of the Silos

Providing the best in customer service is paramount for NBC, but the legacy software in place until recently to support mortgage origination made it a challenge to provide quality service. The six sales channels that the bank offers for mortgages often delivered six different loan offers.

Siloed applications and manual processes caused delays and errors that were especially unwelcome when customers most needed a smooth, simple experience—when they were making the biggest investment of their lives.
Our vision was to deliver the ultimate experience to customers in terms of simplicity and value delivered…To do that, we knew we had to replace the silos with a single, powerful, integrated customer relationship management solution. —Paolo Pizzuto, Senior Vice President of Business Process Reengineering, National Bank of Canada

Enter SAP

Seamless Customer Experience

In 2008 NBC began the “One Client, One Bank” journey to break down the silos. The goal was to ensure their clients receive a level of service that meets their needs and expectations, regardless of their point of entry into the bank.
To resolve inadequate IT system issues, NBC put together a modernization project team and began defining their business requirements at a detailed level. They looked at all the different customer scenarios and designed a customer experience matrix. “We started envisioning what the customer experience should be for a mortgage request, or a personal loan, or opening an account,” said Pizzuto. From there the team could start looking for a new solution that would best fulfill the needs of each customer.

Enter SAP: The SAP Experience

Adapting with New Thoughts

Before beginning the deployment, the bank decided not to customize SAP CRM to fit their existing processes, but to revamp the way they did business, to conform to the application’s best practices.
“Our approach was to start modifying the way we think, see what the solution is capable of, and leverage it as much as possible…This approach made it easier to standardize and integrate processes bank-wide, simplify them for customers and advisors alike, and introduce automation to speed processes and improve efficiency.” —Paolo Pizzuto, Senior Vice President of Business Process Reengineering, National Bank of Canada

Better Business

Immediate Results at Every Angle

During the implementation, it didn’t take long for NBC to see the benefits SAP would bring. They quickly realized that their administrative costs would come down, processing costs would come down, error rates would come down, and customer satisfaction impact would be quite significant. 

NBC also looked forward to increased sales, as SAP CRM would give the sales team quick and easy access to every asset in NBC’s portfolio, making it easy for them to cross-sell and up-sell additional products and services to customers, while working with them on their mortgages.

Better Business: Benefits

Key Benefits 

50% Reduction in mortgage origination costs

136% More products per customer on average (from 1.9 to 4.5)

52% Higher customer satisfaction

30% Lower lending process costs


Better Business: Run Simple

Change is Good—and Embraced
NBC is now in full deployment mode and has about 335 of 450 branches up and running on SAP CRM. About 2,000 employees have processed over 4,000 mortgage files in the new solution. It was a big change for employees, but they clearly feel the benefits and time savings.
NBC employees are now able to help customers differently, and spend more time understanding their needs while selling them additional products. For example: 
173% Improvement in cross-sell rate for lines of credit (from 11% to 30%) 
65% Improvement in cross-sell rate for credit cards (from 23% to 38%) 

Journey Ahead

Reaching for the Top

Next to use SAP CRM is the bank’s mobile sales force, which will take advantage of enterprise mobility and remote connectivity technology from SAP. After that, NBC’s private banking channel that serves their wealthiest customers will begin using the solution. Even after mortgages in all forms and channels are covered, NBC has many opportunities to expand the reach and value of their new solution into other forms of personal lending.

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