Case Study: BNP Paribas achieves fast, targeted call center communication and increased employee engagement with SnapComms

BNP Paribas - Customer Case Study

BNP Paribas (formerly LaSer UK), a major provider of retail and affinity credit programs, faced a communications problem: a large proportion of call‑center staff had no access to email, so internal comms were paper‑based, slow and resource intensive. They needed fast, targeted channels for urgent alerts, non‑intrusive ways to raise awareness, better leadership communications and more frequent employee feedback. To solve this BNP Paribas engaged SnapComms and deployed the SnapComms call‑center communications channels (desktop alert messages, interactive screensavers, scrolling newsfeeds and pop‑up staff surveys).

SnapComms implemented targeted messaging with recurrence, scheduling and reporting, plus delegated administration so multiple sites (Belfast, Solihull and remote workers) could be reached without bottlenecks. The solution replaced paper updates, freed supervisors for core work, and delivered measurable reporting of message cut‑through and survey feedback. BNP Paribas used SnapComms to run engagement campaigns (e.g., Fitness Focus Week), emergency alerts and the “Straight to the Top” initiative, resulting in faster, more measurable internal communications and an improved information cascade.

BNP Paribas

Julia Hope

BNP Paribas Communications Manager