Technology at the service of business strategy

The objective of the Digital Banking area is the smart application of technology to contribute to the success of the Bank's global business strategy. This objective has two main lines: improving customer experience and transforming processes to reduce the time and resources spent on them.

In regard to customer experience, Bankinter is focusing on self-service, taking advantage of the benefits offered by the omnichannel approach. This means that customers are not only able to perform more and more transactions on their own (from registering to contracting products), but they will also have the opportunity to change the channel they use at any point in the process at their convenience.

In this area, the Bank has been fostering mobility, i.e. customer relations through the mobile, for many years.

Processes

In regard to process transformation, the aim is to build a scalable operational model, i.e. one that can handle business growth without the need to increase resources proportionally. For this reason, among other actions, most administrative tasks are being moved to central services, thereby freeing up time for commercial management in-branch, while at the same time reducing operating risk, for instance, in the area of contracting.

Over the past few years, the Bank has redesigned its main administrative and risk sanction processes and has invested in a process management infrastructure and architecture (Business process management) that automatically runs administrative and business support tasks, improving service quality and reducing processing times.

Other types of technology designed to give scalability to the Bank's operating model are robotics and artificial intelligence, which automate processes with inefficient systems integration and mechanically execute repeated tasks of little added value.