Zakaria Moursli (La Banque Postale): the mobile application represents more than 30% of our online sales

In 2022, we launched an innovation fund – called 115k – 150 million euros intended to support start -ups by promoting partnerships with the professions and subsidiaries of LBP. Almost 11 million euros have been invested in 6 start-ups to date.

Contactless Paylib: When the phone pays store purchases !

Postal Bank becomes one of the French precursors for contactless payment via mobile. After contactless on their bank card, customers can now use their smartphone via the bank’s free app in more than 36 % of France’s businesses.

• #Digital transformation

May 03, 2017 Reading 2 min

Very well received by customers, contactless payment on a bank card generated in 2016 more than 50 million transactions per month on average. After the launch of Paylib* to settle the purchases on the Internet in September 2013 and strong of these results, the banks of the consortium, of which La Banque Postale, decided to go further in contactless payment solutions. Since March 29, 2017, postal bank customers equipped with an Android smartphone can now also pay their shopping in stores via their phone. And this, without contact with the payment terminal. To have access to the service, the customer must only download the free application my payments from the bank, register and record their bank card. In the merchant equipped with the contactless payment terminal, just position the back of the smartphone above the terminal. Up to € 20 the regulations are automatic. Beyond that, the customer opens the app and entered its 5-digit code. The contactless offers practical and secure use of the smartphone. The “Paylib Sans Contact” service completes the bouquet of innovative services of the postal bank linked to daily payments contained in the free “my payments” app, available for all Banque Postale customers.

To date, just over 525,000 merchants are equipped with the contactless payment terminal, almost 36% of traders (figures at March 2017). In France, 11.5 million people have a smartphone compatible with contactless standard. And out of 42.3 million payment cards, 46% carried out at least one operation in contactless mode during this month.

* Paylib is an optional service for “portfolio my payments”. It allows you to pay online with your smartphone, tablet or computer with partner e-merchants, without the need for your bank card.

Zakaria Moursli (La Banque Postale): “The mobile application represents more than 30% of our online sales”

Zakaria Moursli, deputy director general of the postal bank in charge of information systems, innovation, data and digital transformation, tells us about the latest innovations in the bank, the new features proposed by its mobile app, and its cloud and artificial intelligence strategy.

July 07, 2023 \ 11:16 a.m

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July 07, 2023 \ 11:16 a.m

Nearly 7 million customers connect to the online services of the Postal Bank every month. Behind the scenes, the direction piloted by Zakaria Moursli is a huge machine bringing together 2,000 people working on IT, project management, data, innovation and strategic management of projects. In this position since the end of 2021, the Deputy Director General of the Postal Bank in charge of information systems, innovation, data and digital transformation returns to the digital transformation of the bank and the projects which currently occupy it.

The digital factory: your perimeter brings together the CIO, innovation and digital transformation. What does this mean in terms of implementing the strategy for the postal bank ?

Zakaria Moursli: IT is “the factory” of the bank. Digital transformation goes further, it erases the border between computer science and processes. We do not do digitalization if we do not understand the strategy of the bank. Digitizing is also to review the processes, in a banking ecosystem which is very complex. This is why, to control the bank’s transformation plan, the prerequisite is to set up a reference framework. It would not be efficient to carry out digital transformation project by project. At La Banque Postale, we are attentive to what this framework keeps consistency for the customer, but also for the employee and the citizen.

Can you give us an example to illustrate this method ?

In 2022 we launched the Turbo program, which notably joined the unique digital customer file, throughout the process. This allows you to follow from start to finish for the customer and the employees, as they are interactions whether physical or virtual. This allows the customer for example to see the real -time advancement of his credit file, whatever the way he subscribed.

Concretely, what achievements were born from this transformation strategy ?

They are three orders. First of all, operations in self care where we have enriched the features in Full Digital, as the modification of address or even transfers. We have extended the automation of operations. 80% of the transfers issued by our customers are instant transfers, it is the largest volume among French banks. And it’s free, which embodies our citizen values.

The second category is 100% online subscriptions. We now have 17 daily bank products accessible online (account opening, card, average payment insurance, booklet A, etc.), in addition to other banking products (consumer credit, home insurance, buyout and arbitration life insurance). Almost 90% of products can be subscribed online. Over the past three months, since the opening of subscriptions on the mobile application, sales represent more than 30% of online sales. In 2024, we will go even further on the insurance products of CNP Assurances [Who joined the La Banque Postale group in 2022, editor’s note]. Thirty new features were added to the customer app in early 2023.

The last category corresponds to the digitalization of complex processes, which we deployed in 2022: entry into digital relation with skilled electronic signature, mortgage subscription … and at the moment, we are working on complaints management. Our goal is that everything is treated in less than two days. To do this, we use artificial intelligence, which helps direct requests to advisers.

The postal bank has built in recent years a whole innovation ecosystem. What assessment do you draw ?

Our platform58 incubator, which celebrates its five years, accompanied 51 start-ups, which then raised 272 million euros. Among them, Carbo with whom we launched in June 2023 the measurement of the carbon footprint of banking of our customers on their banking app, and Ezyness which facilitates shopping payments. For us, it’s a real laboratory.

In 2022, we launched an innovation fund – called 115k – 150 million euros intended to support start -ups by promoting partnerships with the professions and subsidiaries of LBP. Almost 11 million euros have been invested in 6 start-ups to date.

What opportunities do you see for generative AI within postal banking ?

The first use case we see is the “intelligent” conversational, which represents the most potential, adapting both to customers and employees. With classic AI, conversational robots quickly find their limit. To do this, it is obviously unimaginable for a bank to use Chatgpt ! We are a safe for our customers. We are therefore studying two avenues, which guarantee data confidentiality: GPT4all, and within the Group La Poste a collaboration with Microsoft to see if we can create secure verticals.

In the cloud, what are your sites ?

Today we are full cloud. It is an internal cloud on our datacenters, containized on OpenShift. This responds to our scalability issues and reducing our carbon footprint. We are also ready to rely on a public sovereign cloud, and for that, the La Poste group is involved in NumSPOT, the Docaposte cloud cloud project, its digital subsidiary, Dassault Systèmes, Bouygues Telecom and the bank of Territories.

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