Case Study: BNP Paribas Personal Finance achieves a paperless, higher-conversion sales journey with Lightico

How Lightico helped BNP Paribas Personal Finance transform a typical service call into a visual sales experience

BNP Paribas Personal Finance, part of BNP Paribas, wanted to improve its service-to-sale journey for individual insurance products. The company needed a better way to increase upsell opportunities, since customers in a service call were often not ready for a sales pitch, had trouble understanding products explained verbally, and the compliance script was taking too long to deliver.

Lightico provided a visual, interactive call-centre solution that let agents show and share information, automate compliance workflows, and capture e-signatures during the call. With Lightico, BNP Paribas Personal Finance achieved a fully paperless journey, a 34% increase in conversion rate, a 52% improvement in compliance, and a 50% reduction in cancellations, starting with 25 agents and later expanding to 70 agents across 8 locations in France.

BNP Paribas

Dominique Thibaut

Director of French Market