BN Bank has partnered with Kakadu to assist customers who are digitally insecure.
This article was first published on Bankshift.no and can beread here.
BN Bank and Kakadu have partnered to reduce digital outsourcing gap. The collaboration involves the bank using
Kakadu's tool to create step-by-step guides to help digitally insecure customers, while relieving customer service.
An example is how to digitally sign a document. It can be complicated to explain to customers when we are not sitting together and it is difficult to make them confident in the process over the phone. That's why we have created a supervisor at Kakadu that we can send to our customers,” Signe Jepsen at BN Bank explains to BankShift.
It is she who creates the guides that are located both on the websites of BN Bank and on Kakadu's websites. The cooperation, which is in its initial stages, has already yielded good results. In the first three weeks, the supervisors had 37,514 page views, and 96 percent of users reported getting the help they needed.
Head of the call center at BN Bank, T om Erik Jordhøj, points out that supervisors should not replace customer advice.
“Digital outsourcing is a problem that is increasing in scope. T technology is evolving at an ever faster pace and can be demanding to keep up, even for those under 70 years of age. That's why we create these guides. Customer advice by phone on, for example, digital signing can last for 30-40 minutes. Here, supervisors can be a better option and it can save both clients and advisers from a bad call, says Jordhøj.
Not effective with video
Kakadu already has experience from cooperation with BankID, and BN Bank knew about the platform before the partnership started. Kakadu offers a solution that allows banks to create and publish supervisors without the need for their own developers.
“When Kakadu was started in 2020, during the pandemic, the starting point was that there had to be a better way to teach digital skills. We quickly found that videos are often uneducational and costly to produce. With Kakadu, users can easily follow the visual steps at their own pace,” explains Kakadu Product Manager Tina Rødland.
Jordhøj and Rødland, point out that the companies share common values and the same goal of digital inclusion. It is BN Bank itself that creates and updates all the guides, but Kakadu provides them with a platform that ensures quality and ease of use.
---- Why not just post it on their own homepages without Kakadu?
“They have a good presentation for the supervisors that we can post on our websites without our own developers. If we were to do everything ourselves it would be much more complicated,” Earthhigh replies. Kakadu offers a subscription-based service, and BN Bank takes a greater social responsibility by sharing its expertise on anti-fraud through guides that can benefit others as well.
Increases understanding in the bank
When BN Bank looked at the possibilities for a collaboration, they put together a list of ten challenges for which they would create a supervisor.
“It was quick to create that list, and it made it easier to get the project done,” explains Jepsen of BN Bank.
In addition to reaching out to customers with supervisors who can guide them through digital waters, the process of developing supervisors has also increased their understanding of where the challenges lie within the bank.
“In meetings we have had with our marketing department about this project, they have also gained a better understanding of where the shoe is
presses. I think that's good,” Jepsen smiles.
