Integration between CaixaBank and Bankia resulted in the creation of the first financial institution in Spain, with exceptional market shares in most of the territories and the largest network of branches, ATMs and digital banking services in the country.
The resulting entity faces the future with the aim of leading the process of transformation of the financial system and, for this, has an omnichannel distribution model, which combines face-to-face and remote care, to offer a service adapted to the needs of its more than 20 million customers.
CaixaBank is now committed the integration of more than 800 offices in other branches which, in more than 90% of cases, will be within 500 meters and which will allow customers to continue to receive all products and services in a personalized way. Yes indeed, the network of physical branches will reach 4,600 by the end of 2021, the most extensive in Spain.
CaixaBank will remain as only financial institution in 389 cities, in which it has agreed to stay to ensure the financial inclusion of its inhabitants. In order to inform the users affected by the change of agency, the entity conducts a support and communication process with customers, by physical mail, newsletter, messages to push to CaixaBankNow, e-mail and SMS.
Desktop model shop
In addition to conventional branches, the entity has a store office template, which total 625, with extended hours and a greater number of services. In these offices, the client has a personal advisor, an expert in customer service. a specific customer segment, with which you can make an appointment whenever you want, at the time you prefer (uninterrupted opening morning and afternoon from Monday to Thursday, from 8:30 a.m. to 6:30 p.m. and Friday, from 8:30 a.m. to 2:30 p.m.).
The store also integrated novelties to facilitate the client’s interview with his manager by making an appointment, as well as tools to reduce waiting times.
The aesthetics of the Store’s offices are different from conventional, with large spaces where physical barriers between customers and employees are eliminated. The office has differentiated areas to serve the customer according to your needs, with a specific space for personalized attention, with the necessary technology so that the client and the manager share a screen at all times; differentiated areas for more privacy (meeting rooms and offices), and Store cafe.
In combination with the branch network, CaixaBank offers a powerful remote service model – digital channels, ATMs and remote personal attention, which is already chosen by more than 71.4% of its customers to carry out their transactions.
On the one hand, the entity has CaixaBankNow, one of the digital banking applications considered among the most advanced in the world in its sector, which puts in the hands of customers the possibility of operating and interacting with the entity and even of contacting their personal manager via their smartphone any day, anytime and anywhere without having to go to a physical agency.
CaixaBank’s digital bank has the largest user base in Spain, with more than 10 million people. CaixaBankNow has been chosen “Best Retail Banking Mobile App in Western Europe 2021” by the magazine Global finance. It integrates innovative services such as Noa, the virtual assistant of CaixaBank, which uses artificial intelligence to solve customer requests, as well as services fintech with clear added value built into operations and helping to make personal finance and investment management decisions.
It also includes several services card management, ranging from the control of movements made to the distribution of purchases, management of deferred payment or, directly, making payments from the same mobile phone via NFC.
State-of-the-art ATM network
Likewise, customers have at their disposal the largest network of ATMs in Spain. The two entities add more than 12,700 terminals. The ATM network is essential in CaixaBank’s strategy of leveraging technology to improve customer service.
CaixaBank will therefore continue to deploy its latest generation technology for ATMs, with innovations such as facial recognition service, the first in the world designed to offer the possibility of making withdrawals without using the PIN code, or the technological platform ATM now, which allows ATMs to have a digital banking service of the same level of quality, image and service as in the rest of the digital channels.
inTouch, specialized digital managers
For customers who interact with the entity only through digital channels, CaixaBank has developed the inTouch management model, which brings together the remote communication tools (video call, voice call, email, WhatsApp, etc.) with the relationship of trust provided by an expert manager. The service is based on the figure of a specialized manager who, supported by the technological capabilities of CaixaBank, can respond to customer needs through all kinds of remote channels.
In addition to resolving doubts, the customer can also receive specialist advice on the products and, if desired, carry out the contract completely digitally. The inTouch team has specialists in the different customer segments of CaixaBank: Retail banking, Premier Banking, Business and HolaBank (international customers residing in Spain).
For that, CaixaBank has just strengthened this service with the integration of 900 new managers, all from other functions of the bank, and with the opening of three new centers, located in Cordoba, Huelva and León.
inTouch will add a total team of 2,400 managers and 26 centers. With this structure, inTouch plans to exceed the figure of four million customers in 2022, against 2.2 million currently.
Territorial commitment and financial inclusion
For rural areas, CaixaBank has other agency models which, as part of the reorganization of its network, occupy a preponderant place, while having teams specialized in the tertiary sector who offer their services through AgroBank.
In fact, CaixaBank’s forecast is that in 2022, 38% of the entity’s offices will be located in municipalities with less than 10,000 inhabitants. The entity maintains its commitment not to abandon any location in which it is the sole financial entity. Thus, it is present in more than 2,200 municipalities and in 389 it is the only entity with representation.
In addition, CaixaBank offers special initiatives to strengthen service in rural areas through mobile branches that provide services to 270,000 people in 430 small towns, thus contributing to financial inclusion. This service is provided so far in Castilla y León, Valencian Community, La Rioja, Community of Madrid, Castilla-La Mancha and Andalusia.
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