NEW MORE EFFICIENT INTERACTION CHANNELS

The Attijariwafa bank group has introduced new remote

interaction channels to enhance its availability to customers and

respond more quickly to their requests

Attijariwafa bank and Lbankalik chatbots answer 95 of

customers and prospects questions and are available 24h7

The virtual branch dedicated to Moroccans living abroad makes

it possible to interact with Moroccan customers living abroad all

year round remotely from their country of residence

MORE EXPERTISE IN

BRANCHES

This year, the Attijariwafa bank

group set about refocusing its

branches on their core business,

namely value-added advisory

services and relationship

management.

Having freed up some of their

transactions time, Attijariwafa

bank branches now deliver

more time for customer service,

expertise and personalization,

powered by advisors augmented

by advanced CRM tools.

New branch models have been

introduced, notably “cashless”

branches. This is a new generation

of branches that were launched in

2021, combining areas for self-

service banking without a “till”

with areas for advisory services

and expertise.

As for Wafa Assurance, it has

adopted a phygital strategy in

2022 based on a combination

of the tied agents network and

digital technology. The aim is

to offer customers a range of

services that provide the benef its

of a human relationship, in terms

of expertise and proximity, and

those of digital technology, in

terms of automation, f lexibility and

availability.

DIGITAL SERVICES TAILORED

TO EVERY CUSTOMER

PROFILE

A number of solutions have

been deployed or enhanced, in

particular the Attijari Mobile

application, which has been

enhanced with new features

such as the possibility to enable

the e-commerce or remote

travel endowment.

The popularity of online payment

services also continued. In 2022,

the Group f inished f irst in the

campaign for the payment of the

motor vehicle tax and axle tax,

for the 7th consecutive year.

Meanwhile Wafa Immobilier

launched a new digital platform

enabling customers to perform

loan simulations using the

integrated calculator, to apply for

a loan and contact the developer

with a single click.

AN INNOVATIVE

INTERNATIONAL PAYMENT

OFFER

The Attijariwafa bank group is

now a member of “RippleNet”,

an international cross-border

payment network created by

the American company Ripple.

Formalized in January 2022,

this membership conf irms

the Group’s determination

to consolidate its position in

international payments and to

offer its international customers

new transfer exchange channels

securely, transparently

and instantly, largely using

blockchain technology.

A FULLY DIGITAL APPROACH TO CUSTOMER

RELATIONS

Through its omnichannel strategy, Attijariwafa

bank now offers a holistic, consistent customer

experience across all channels. Each customer

can choose the relationship model that suits him

or her, while the bank advisor remains the main

point of contact.

Launched in 2021, the new “Full digital”

relationship solution enables customers to

open an account without visiting a branch, using

technology for facial recognition and electronic

signatures.

For more information lbankalikoff iciel

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