Crafting the future of digital banking
For over a decade, Craftzing has been the strategic partner of BNP Paribas Fortis. Together, we develop innovative digital solutions that support BNP Paribas Fortis’ digital transformation. This allows the Belgian bank to offer its customers the best possible digital experience.
Our approach
Digitizing banking processes and creating customer-oriented online services
How can BNP Paribas Fortis maximize its digitization efforts? This strategic question initiated our collaboration.
Together, we developed a strategic vision. By digitizing traditional banking processes and adopting a radically customer-centric approach for the bank’s self-service channels, BNP Paribas Fortis took its first steps toward creating a user-friendly online customer experience.
Additionally, we helped establishing the in-house concept and UX team, which acts as a center of excellence and leader in designing and developing customer-oriented online services. From the start, the team's expertise ensured that BNP Paribas Fortis could offer its customers a reliable service, both on- and offline.
Developing a mobile-first banking strategy
Digital banking, particularly mobile banking, became a success. Craftzing contributed to the development of the mobile-first banking strategy with a pragmatic approach. This allowed BNP Paribas Fortis to swiftly adapt to market changes. Additionally, together we redesigned the bank’s customer journey and its impact on the service models and branch network.
Driving innovation through data and AI
Emerging technologies such as data-driven decision-making and AI provide financial institutions with ample opportunities for innovation. Adopting an ecosystem approach, we collaborate with experts from BNP Paribas Fortis to develop new, innovative solutions and products.
Our guiding principles ensure the bank’s ecosystem remains practical and user-friendly, even as digital functionalities expand.
With a clear digital strategy, we ensure each segment finds its way to the appropriate touchpoint.
Broadening the financial ecosystem for added value
Today, we remain focused on enhancing BNP Paribas Fortis' self-service channels while preserving its vital human advisory role. Finally, we explore how the bank can expand its role within the financial ecosystem—considering new services it could offer or third-party partnerships that could create added value.
Services offered
- Vision & digital strategy
- Business & ecosystem design
- Trusted advisor
- Concept & service design
Our role
From strategic advice to tangible concepts
We offer a range of services that contribute to BNP Paribas Fortis’ digital transformation:
Trusted advisor: We are a sounding board and challenger for the leadership team and guide the team in determining strategic principles.
Service design & value discovery: We identify new opportunities and propose services that add value to the existing proposition.
Ecosystem safeguarding: We monitor the broader ecosystem to ensure continuity and coherence.
(Meta)concept design: We make ideas tangible in concrete concepts and prototypes.
Impact and reach
2.9 million digital customers
BNP Paribas Fortis' solutions currently reach 2.9 million active digital customers, with an average of 90 million sessions per month on the Easy Banking App. These figures illustrate the scope and impact of our joint efforts.
