The division's lines of work divide into two main groups: digital transformation, which promotes the digitalisation of the existing and potential customer relationships; and process transformation, the objective of which is the digitalisation of internal processes.
In a context in which the adoption of new technologies is occurring progressively more quickly and in which customers are increasingly accustomed to digital relationships, in both personal and professional spheres, Bankinter stepped up its digital transformation efforts. With three objectives in mind:
Compared to 2017, the investment dedicated to the digital transformation of the main businesses at the bank and the promotion of new internal capacities in areas like Marketing, CRM, Big Data, Design or Open Banking, increased by 50%.
Particular emphasis was placed on the Corporate Banking business, in which the investment tripled year-on-year. Worth particular note in this area is the launch of a new public website aimed at noncustomers, where tools and information on products offered by Bankinter to companies of all different sizes can be found easily and intuitively. Furthermore, the new website serves as the technological basis for a more profound change in the customers area. Other examples of projects rolled out in 2018 in the corporate business include:
On the other hand, a number of functions have been rolled out for individual customers. Those worth particular note are as follows:
As a result of the foregoing, 31% of new product sales to individual customers in 2018 were completed digitally. Some products have a very high penetration rate, such as preauthorised loans, in which the percentage of digital sales came to 85% of the total. Furthermore, the Bank's websites and mobile apps are well received by customers and received quality scores of 37% (individual retail banking website), 41% (mobile app for individual retail banking) or 21% (corporate mobile app)
In 2019, Bankinter increased its investment in digital transformation once again, with a particular emphasis on projects including the overhaul of the corporate website customer area, the launch of a new mobile app for the broker, the strengthening of digital capacities in areas such as marketing and CRM, the mature use of advanced technologies in data analysis or the preparation of a new channel based on open banking models.
The objective of process transformation projects is to reduce customer service times and increase the efficiency of the Bank's internal activities. Following the progress registered in 2017, last year, work continued on maturing technological platforms that serves as the basis for process execution. Furthermore, the generation of management information in each part of the process was guaranteed, serving as a basis for supplying measurement, analysis and decision-making systems at the Bank.
In terms of specific initiatives, the main progress made was as follows:
Looking forward to 2019, all business service applications filed by the branches with central services will be revised, with special attention on the processes most related to corporate banking and involvement in processes from the mobile app. Omnichannel contracting processes will also be extended to a larger number of services and work will continue on the adoption of artificial intelligence techniques as a support for mechanising tasks and processes.
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