Front Office 2.0 for BNP Paribas Faktoring

Project objectives

The goal of BNP Paribas Faktoring was to create a friendly user desktop, which would be suitable for easy use (by navigating from the general to the detailed) and gaining knowledge about the transactions carried out.

The key objective of the project was to provide end users with a modern application – Front Office 2.0, designed using the latest UI/UX trends, addressing all the needs of modern entrepreneurs using factoring products.

The start of the Comarch Factoring Platform project with Front Office 2.0, implemented for BNP Paribas Faktoring, took place in mid-2020.

From the very beginning, we proposed to the client an iterative and incremental approach to building a new system. We wanted the factor’s customers to be able to use the previously used solution, and at the same time have access to a new tool to operate more efficiently with the use of new functionalities.

Arkadiusz Kleszcz, Product Owner at Comarch Factoring

We listen to our customers and want them to be satisfied with working with us, and the system is one of the key elements of the collaboration. That is why we made the decision to invest time and money to meet our clients’ requirements and create a modern, intuitive, usable and user-friendly system for them.

Eliza Wyrzykowska, Head of the Factoring Service Department, Member of the Management Board of BNP Paribas Faktoring

Project implemented in Agile

The start of the Comarch Factoring Platform project with Front Office 2.0, implemented for BNP Paribas Faktoring, took place in mid-2020.

timeline

Project challenges

Convoluted original system

The previous version of the system, although advanced in terms of functionality, was designed without UX support and expanded many times, which resulted in a lack of transparency.

Complicated reports

Data registered in the application and those resulting from information processing in the system were available mainly via multiple report types, without the option of dynamic viewing them in the application.

Non-intuitive user interface

A new user needed a lot of time to get used to the system and learn to use it fully. Such user often needed the support of a factor supervisor on a daily basis, and not only at the start of using the system.

Cooperation with Comarch’s UX Lab

Work on the new logical and visual layer of the system was one of the project’s most exciting parts. At every moment, two UX specialists from the production team participated in the work. The team was also supported by UX Lab employees who helped us by conducting the research process on the end-users of the system.

Thanks to the courtesy and commitment of BNP Paribas Faktoring, we had the opportunity to test new functionalities on real users of factoring system.

Advanced UX tests of the Comarch Factoring Platform system

After preparing a working prototype for the application, we asked users to perform basic operations using it, and describe their impressions. By observing their reactions, we drew appropriate conclusions from how they move around the system. Thanks to this process, we were able to prepare the best possible software in terms of adaptation to users at an early stage.

Project results / benefits

BNP Paribas Faktoring has a very professional approach to its clients and periodically conducts customer satisfaction surveys. One of the elements of this research is the assessment of the available IT system. It is safe to say that the new system has become an important factor influencing BNP Paribas Faktoring customer satisfaction and attracting new customers.

A significant improvement: The previous end user system received high ratings from only 42% of users. With the introduction of Front Office 2.0, the satisfaction level has soared, now impressing 92% of users.

benefits

Based on the latest VOC survey results from our customers, the new system is rated significantly better than the previous version. Customers are able to create invoice templates for their reporting in a simpler way than before. Customers are also very pleased with the ability to generate reports in an intuitive and simple way.