December 20, 2023

In 2023, 84 projects from 24 entities around the world, showing that innovation can be found everywhere at BNP Paribas Cardif! Learn more about how BNP Paribas Cardif Brazil developped automation and process optimization.





Present briefly: country, division, main tasks, personal interests outside the company (e.g. leisure and hobbies)


Fabio & Daniela: We are from BNP Paribas Cardif in Brazil, we act in the Directorate of ETO, in the area of Operations and Atenement, responsible for managing the Extended Guarantee claims and the Network of Technical Assistance (Small Entrepreneurs) which repair the products covered by our insurance and which are located throughout our national territory.

Daniela: I practice sports almost every day, a way to care for physical and mental health. At weekends, I try to enjoy my family, especially my daughter, doing walks and watching movies.

Fabio: My main hobby and going out to the weekends to meet new restaurants, I like movies and geeks series, I'm a person who loves to be with the family and whenever I can travel to meet new places and cultures.


Tell us about your project: your main focus, what it is, how it came about and what it will bring to BNP Paribas Cardif.

Daniela: To cope with the repair process of the products covered by the Extended Guarantee and Accidental Parity Insurance, we have a network of 462 providers performing this type of service for BNP Paribas Cardif, using skilled work and original parts, making it possible to return the repaired product to the customer.

These partners, called Technical Assistance, are present in the 26 Brazilian states, in the same places that our Partners are selling their products and our insurance.

Fabio: In order to manage these providers, we have a 9-person service network area which monthly analyses the KPI's and processes of these assists in order to maintain quality in service provision.

We have a solid partnership with our network, 75% has been contracted with BNP Paribas Cardif for more than 5 years, which gives both sides a sense of partnership and reliability.

When we look at the size of these providers, we identify that 94 percent are framed as micro and small enterprises, more than half are in remote areas. In Brazil they are a key part of our economy, and they are companies that have a lot of technical knowledge, but they have some Gap's in their management.

We identify the need to develop the provider and understand their demands and thus think about a way to help them. The goal of the project was to go beyond the SLA's, support assistance to become a competitive and sustainable company. This would increase our partnership, loyalty and engagement.


What did you find most striking/surprising during this project (perhaps you have a joke to tell us)?

Daniela: With this partnership, it was possible to impact technical assistance more massively, supporting it in its sustainable development, going beyond KPIs. We promoted five courses aimed at developing your company:

•    Finance
•    Cash flow
•    Stock
•    Customer response
•    Emotional intelligence

We managed to reach over 250 companies, 1,200 people were impacted, which led to a positive result in the company's index, increased engagement, loyalty, and especially the way our client is served, and we also considered the company's ambition to positively impact society.    

•    This initiative enhances the relationship between BNP Paribas Cardif and Stakeholders and develops sustainable partnerships
•    Positive impacts on society
•    Increasing engagement, loyalty, and partnership with our service providers

What advice would you give to officials who also want to innovate?

Fabio: As employees, we need to understand that innovation is not only based on the development of new products or services but also helps to promote and develop existing business models in our company, when we innovate improve processes and manage to see beyond. But above all, it makes those developments reach those who need it.

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