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Act as a responsible financial institution
Honouring the promise made to clients
2.2.1
DEVELOP A LONG-LASTING RELATIONSHIP
WITH PARTNER NETWORKS AND THEIR
CLIENTS
Become familiar with the needs of individual clients so
as to offer high-performing, tailored solutions
The close partnership that exists between Amundi and its four
networks (Crédit Agricole, LCL, Société Générale and Crédit du
Nord) results in periodic discussions and a better understanding
of clients’ needs.
With its partner networks, Amundi strives to offer solutions tailored
to the needs of its entire clientèle, through constant interaction
with distributors via feedback and validation processes for joint
products.
For example, “
À votre
écoute.com”, a panel of 200 individuals
with savings who represent banking clients and non-clients of
the partner networks and have an interest in financial savings
products, was put online in the spring of 2013 and continues to
be consulted regularly. Nine web-based questionnaires (including
personal questions they can answer to refine their financial profile,
questions about formula funds, SCPIs and the quality of client
communications, etc.) were submitted to the panel in 2015 by
Audirep, an independent research firm, on Amundi’s behalf.
Assist our partner networks and provide education
The purpose of our assistance programs is to help advisors to use
our savings solutions, chiefly by making appropriate educational
and sales materials available to them, produced with the marketing
departments of the partner banks. These decision-making and
informational aids are available and regularly added to. Whenever
a product is introduced, the partner bank receives new product
kits, sales leaflets, brochures, educational materials and/or videos.
Amundi staff has also produced a simple, fun, interactive video
support for advisor training sessions, “Amundi Run,” to motivate
and facilitate advisors’ use of our financial savings products.
For four years now, a Market Roundup has been produced in video
format for individual clients, while a monthly video summarising the
movements in the Amundi Patrimoine fund over the past month
has been online for over two and half years.
There are also tools focused on each network. At LCL, intranets
reserved for advisors, which they can log onto directly from their
work stations, give them access to a full spectrum of information
about the products, services and tools available, as well as to the
Amundi strategy. At Crédit Agricole, 33 Regional Banks use TEO,
a decision-assistance tool to deal with the maturities of formula
funds that an advisor can access from his or her workstation and
share with the client during a meeting.
In the Crédit Agricole network, Premundi Coopération is a means
of learning the expectations of savings clients through three-
way telephone conferences with the client, the advisor and the
Premundi expert.
Focus on Premundi Coopération
To meet the new needs of wealth management clients for recommendations as to savings and diversification, and to
improve client satisfaction, Premundi Coopération – a service from Predica
(1)
and Amundi – was created in April 2015
with two objectives: to broaden the skills of employees in the Regional Banks in the area of savings products and increase
the value delivered to clients by the agency network advisor.
In 2015, Premundi Coopération led six web conferences to provide remote assistance to agency advisors, totalling over
10,000 log-ins with on average three advisors per log-in. One thousand advisor training sessions were conducted by
means of an interactive game. Regionally, 3,000 sales coachings, three-way phone meetings with the client, the advisor
and the Premundi expert, were carried out to give remote support to the advisor when preparing for and conducting
the client interview. Premundi Coopération also held two issue-oriented web conferences for Crédit Agricole clients,
which had over 26,000 log-ins.
(1) Subsidiary of Crédit Agricole Assurances.
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AMUNDI
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2015 CORPORATE SOCIAL RESPONSIBILITY REPORT