In 2018, the focus was placed on attracting new customers online, for which the new online registration processes was a great help; the implementation of this tool represented one of the main advances in the digital environment. Worth particular note was the contribution of the mortgage business at branch offices to growth; to this end, a follow up process is performed with individuals using the loan simulator on the website and those preferring an in-person appointment are offered this option.
Both Telephone Banking and Remote Advisers achieved the targets set for the year in terms of growth in commercial results and quality, increasing their contribution to earnings. Furthermore, the Network has efficiently and quickly adapted to the changing environment (market and interest rate evolution, regulatory developments in terms of mortgages and data protection).
Two new services were implemented in 2018: LANI, specialising in international business for customers of Bankinter Portugal, integrated into Telephone Banking in Spain; and the service for franchisees of corporate customers, completed by the SME Adviser team.
The main objectives for 2019 are: continue making progress with the digital transformation project of the telephone platform to make efficiency gains; serve as a fundamental support for the roll-out of the digital transformation of the Corporate website; and standardise the content of the different services, harnessing synergies and improving versatility.
A new service is also expected to be launched: the Remote Adviser team dedicated to the International Commerce sector, oriented towards companies billing between two and ten million euros. The international business specialists team will assume this function, with support from the Remote SME Advisers.
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