French Retail Banking

French Retail Banking offers a comprehensive line-up of products and services, ranging from current account services to the most complex financial engineering services in the areas of corporate financing and asset management.

The network was made up of 2,200 branches and 4,500 automatic cash dispensers, in addition to a multi-channel banking structure. The division focuses on regions with high economic potential, and enjoys a 15% share of the greater Paris market (source: BNP Paribas French Retail Banking market research, market share based on number of branches). It also has a strong presence in the most attractive segments of the personal banking market and a leading position in the corporate market.

The French Retail Banking division is composed of the BNP Paribas domestic branch network, Banque de Bretagne, BNP Paribas Factor BNP Paribas Factor, BNP Paribas Développement, a provider of growth capital, and Protection 24, a telesurveillance firm.

In order to effectively respond to client expectations, French Retail Banking has organised its sales structure on the basis of network segmentation. The division is now made up of branches serving individuals and small businesses, Private Banking Centres, and Business Centres, all supported by a Client Relations Centre (CRC) and specialised centres in charge of after-sales operations.

In parallel, the division continued to actively expand the personal banking business, drawing on the multi-channel structure (branch, telephone and online banking). The underlying aim of this system is to offer clients the highest standard of service and to step up the role of in-branch client advisers. The Client Relations Centre's three platforms based in Paris, Orleans and Lille, deal with calls made to the branches and process client e-mails.

To extend this service, a dedicated telephone line was set up in 2006 for Private Banking clients. A client relationship centre for entrepreneurs and small business clients was also opened in the year in the Paris region, before being set up nationwide.

French Retail Banking also has the largest network of Private Banking Centres, with 212 centres across France that ensure extensive local coverage.

The new business approach adopted for corporate clients led to the emergence of a structure that is unique in the French banking landscape. This new organisation is based on 24 Business Centres located throughout the whole of France, as well as two professional assistance services - Service Assistance Enterprise (SAE) and Cash Customer Services (CCS).

Finally, the division is reengineering its sales processing centres into Production and Sales Support Branches (PSSBs). Specialised by type of transaction, they span the whole of France and have fully integrated information systems. At the end of 2006, there were 83 PSSBs, combined into 14 Production and Sales Support Groups.