Wednesday, January 19

CaixaBank maintains the most extensive branch network in Spain after integrating 800 branches

The integration between CaixaBank and Bankia has resulted in the creation of the first financial institution in Spain, with outstanding market shares in most territories and the largest network of branches, ATMs and digital banking in the country.

The resulting entity faces the future with the aim of leading the transformation process of the financial system and, for this, it has an omnichannel distribution model, which combines face-to-face with remote attention, to offer a service adapted to the needs of its customers. more than 20 million customers.

CaixaBank is now undertaking the integration of more than 800 branches in other branches which, in more than 90% of the cases will be less than 500 meters away and which will allow customers to continue receiving the full range of products and services in a personalized way . Thus, the network of physical branches will reach 4,600 at the end of 2021, the most extensive in Spain.

CaixaBank will remain the only financial institution in 389 towns, in which it has agreed to stay to ensure the financial inclusion of its inhabitants.

In order to inform users affected by the change of branch, the entity is carrying out a process of accompaniment and communication to customers, through physical letters, newsletter, messages push at CaixaBankNow, email and SMS.

In addition to the conventional branches, the entity has a model of Store offices, which number 625, with extended hours and a greater number of services. In these offices, 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, at the time he prefers (uninterrupted opening hours morning and afternoon of 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 Stores have also incorporated innovations to facilitate the customer’s interview with their manager by booking an appointment, as well as tools that help reduce waiting times.

The aesthetics of the Store offices are different from the conventional one, with large spaces where physical barriers between customers and employees are eliminated. The office has differentiated areas to serve the client according to their needs, with a specific area for personalized attention, with the necessary technology so that the client and manager can share a screen at all times; differentiated areas for greater privacy (meeting rooms and offices), and a Store Café area.

Remote management

In combination with the branch network, CaixaBank offers a powerful remote service model – digital channels, ATMs and remote personal service – which is already chosen by more than 71.4% of its clients to carry out their operations.

On the one hand, the entity has CaixaBankNow, one of the digital banking apps 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 contacting its manager personal through your smartphone any day, at any time and from anywhere without having to go to a physical branch.

CaixaBank’s digital banking has the largest user base in Spain, with more than 10 million people. The app CaixaBankNow was chosen ‘Best personal banking mobile application in Western Europe 2021’ by the magazine Global Finance. It incorporates innovative services such as Noa, CaixaBank’s virtual assistant, which uses artificial intelligence to resolve customer inquiries, as well as services fintech with clear added value integrated into the operations and that help to make management decisions of personal and investment finances. It also includes multiple card management services, ranging from the control of the movements made to the division of purchases, the 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 have more than 12,700 terminals. The ATM network is essential within CaixaBank’s strategy of betting on technology to improve customer service.

CaixaBank will thus continue with the deployment of its state-of-the-art technology for ATMs, with innovations such as the facial recognition service, the first in the world designed to offer the possibility of making withdrawals without using the PIN, or the ATMNow technological platform, which It allows the 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 clients who interact with the entity only through digital channels, CaixaBank has developed the inTouch management model, which combines remote communication tools (video call, voice call, email, WhatsApp, etc.) with the relationship trusted by an expert manager. The service is based on the figure of a specialized manager who, supported by CaixaBank’s technological capabilities, can meet customer needs through all kinds of remote channels.

In addition to solving doubts, the client can also receive specialized advice on products and, if they wish, carry out the contracting entirely digitally. The inTouch team has specialists from the various CaixaBank customer segments: individual banking, Premier Banking, Business and HolaBank (international customers residing in Spain).

To this end, CaixaBank has just reinforced this service with the incorporation of 900 new managers, all of them from other positions in the bank, and with the opening of three new centers, located in Córdoba, 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, compared to the 2.2 million it currently has.

Commitment to the territory and financial inclusion

For the rural environment, CaixaBank has other office models, which, within the framework of the reorganization of its network, have a prominent position, while it has teams specialized in the tertiary sector that offer their services through AgroBank.

In fact, CaixaBank’s forecast is that, in 2022, 38% of the bank’s branches will be located in towns with fewer than 10,000 inhabitants. The entity maintains its commitment not to abandon any location in which it is the only financial entity. Thus, it has a presence in more than 2,200 municipalities and in 389 it is the only entity with representation.

In addition, CaixaBank offers special initiatives to strengthen the service in rural areas through mobile offices that serve 270,000 people in 430 small municipalities, 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.