BNP Paribas Securities Services has created a multilingual service review solution to digitalise its client service reviews.
The solution aims to improve feedback processes by encouraging a more user-friendly, client-centric format, with a consolidated view across services and global locations.
The NeoLink client portal will facilitate the online service reviews, which will be available to clients at any time through any device to promote the availability, transparency and traceability of information.
Featuring two streams, the portal is divided into a client satisfaction scorecard, where clients can provide ongoing feedback during a service to be discussed at a formal service review meeting, and an online action plan follow-up to provide details of current service plans and request updates and comments on pending actions.
Mark Hillman, head of global client services at BNP Paribas Securities Services, explained: “We want to deliver the best possible client experience, and service reviews are an integral part of this objective. We are making the service review journey as easy as possible for our clients to rate our services and access their information online 24/7.”
