BY UE STUDIO

Thursday, December 22021-13: 57

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No less than 4,600 physical branches at the end of 2021. Or, in other words: the most extensive network of offices in Spain.

This figure and leadership position result from the integration between CaixaBank and Bankia.

Together they are the leading financial institution in Spain and bring together the largest branch, ATM and digital banking service in our country.

Now, CaixaBank has just integrated more than 800 branches in other branches which, in more than 90% of the cases, will be less than 500 meters apart and will allow customers to continue receiving the full range of products and services in a personalized way from the company. entity. At this time, the bank carries out a monitoring and communication process to users affected by the change of branch, through physical letters, newsletter, push messages in CaixaBankNow, email and SMS, so that no one is left out.

Along with conventional branches, CaixaBank has a Store branch model (625 in total) with a very different aesthetic and large spaces where physical barriers between customers and employees are eliminated.

In this different branch, the client has a personal reference manager, an expert in serving a specific customer segment, with whom he can make an appointment whenever he wishes and at the time he prefers: Monday to Thursday from 8.30am to 6.30 p.m., and on Fridays from 8.30 a.m. to 2.30 p.m.

Digital channels

In its objective of leading the transformation process of the financial system and thus being able to offer a service adapted to the needs of its more than 20 million customers, CaixaBank has an omnichannel distribution model that combines face-to-face with remote attention (digital channels, ATMs and remote personal attention).

The latter is already chosen by 71.4% of its customers.

In this field, the entity has CaixaBankNow, the digital banking service with the largest user base in Spain.

What's more, it was voted 'Best Consumer Banking Mobile App in Western Europe 2021' by

Global Finance

magazine

.

CaixaBankNow incorporates innovative services such as Noa, the entity's virtual assistant, which uses artificial intelligence to resolve customer queries, as well as

fintech

services

with clear added value, integrated into operations and that help make financial management decisions personal and investment.

It also includes multiple card management services: from controlling movements made to splitting purchases, managing deferred payment or making payments from the same mobile phone via NFC.

Latest generation ATMs

CaixaBank also makes available to its customers a network of 12,700 state-of-the-art ATMs, the largest in Spain. The entity has been a pioneer in the development of services for ATMs such as facial recognition (which facilitates withdrawals without using the PIN) or the ATMNow technological platform, which allows the terminals to have a digital banking service of the same level of quality, image and service than in the rest of digital channels.

Precisely, for customers who only use digital banking, CaixaBank has developed the inTouch management model, which combines remote communication tools (video call, voice call, email, WhatsApp, etc.) with the trust relationship of a manager expert. This service is made possible by a team of 2,400 managers (900 of them recently hired from other positions in the bank) and 26 centers (three of them new, in Córdoba, Huelva and León). With this structure, inTouch plans to exceed the figure of four million customers in 2022, compared to the 2.2 million it currently has.

CaixaBank does not forget its commitment not to abandon any town in which it is the only financial institution and that is why it will remain at 389 towns.

In 2022, 38% of its offices will be located in towns with fewer than 10,000 inhabitants.

For rural areas, the bank has specialized teams in the tertiary sector that offer their services through AgroBank and other special initiatives through mobile offices that serve 270,000 people in 430 small municipalities, which contributes to financial inclusion .

Made by UE Studio

This text has been developed by UE Studio, creative firm of branded content and content marketing of Unidad Editorial, for CAIXABANK.

According to the criteria of The Trust Project

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