la Caixa - Fujitsu Technology Solutions

Trust, social commitment , and quality
Fujitsu Forum
2014
Human Centric
Innovation
ICM Munich
19th – 20th November
Trust, social commitment , and quality
Innovation in electronic channels,
the essence of our culture
Xavier Domingo Miró
Online Banking Services Director, CaixaBank
Javier Zornoza
ATM network Operation Director
Trust, social commitment , and quality
Electronic channels at CaixaBank

In 2013, 91%
transactions carried
out through
electronic channels

Only 9% of
transactions were done
through branches
52%
Internet + Mobile
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Trust, social commitment , and quality
Electronic channels at CaixaBank
33%
CaixaBank is leader in the online banking industry
in Spain and internationally
Online banking market share
in Spain
/
33%
1st
16 %
2nd
13%
3rd
12%
4th
Global online banking market share in
each country
38 %
1st
33 %
2nd
%
28 %
3rd
26 %
4th
Source: ComScore january 2014
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Trust, social commitment , and quality
“la Caixa” online banking service
Línea Abierta
Internet Users
1

70% of “la Caixa” customers have the Línea Abierta
contract

9,0 Million total customers have the Línea Abierta
contract

5,3 Million total customers use Línea Abierta
2
Internet Transactions

+950 different transactions in total (individual &
Companies)

8 Million transactions per day
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Trust, social commitment , and quality
“la Caixa” online banking service
Three keys to carry on our strategy
1
Customer acquisition channel
 A 100%
online process to capture typically online customers
 The business driven by new acquired customers belongs to branches
2
From Transaction to Sales channel
 Transformation from a transactional channel to a sales approach
 Focus on main products: accounts, term deposits, cards, insurances, loans…
3
Multichannel relationship strategy
 Wide relationship with branches
 Branch relationship is merged with online banking
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Trust, social commitment , and quality
“la Caixa” online banking service
From a transactional channel
to a new Sales channel
Focus on the main
bank products
Sales Channel Absorption –evolution 2012-2014
(annual maximum)
14.0%
18.5%
22.5%
25.0%
2011
2012
2013
2014
Term deposits
Investment funds
Cards
Retirement plans
Loans
Accounts
Insurance
Payroll
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Trust, social commitment , and quality
“la Caixa” mobile banking service
Mobile Banking Pioneers
2001
“la Caixa” on your mobile phone
2008
Touch Mobile Portal (iPhone)
2009
App for iPhone/Android with Augmented Reality
2010
CaixaMobile Store/NFC Payment Pilot
2012
Apps for SmartTV and GoogleTV
2014
Apps for Google Glass/SmartWatch
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Trust, social commitment , and quality
“la Caixa” mobile banking service
mBanking: Línea Abierta mobile
Multidevice
400 functions available
Over 100M transactions/month
Personal Banking
Accounts
Cards
Shares
Funds
Deposits
...
Companies
2M customers/month
CaixaConfirming
Cashflow
Multisign
...
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Trust, social commitment , and quality
“la Caixa” mobile banking service
mBanking
Time to reach 100K mobile customers accessing mobile
banking services:
1 year
1 month
1 week
1 day
12 hours
2008
2009
2010
2011
2012
4 hours 2 hours
2013
2014
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Trust, social commitment , and quality
“la Caixa” mobile banking service
Apps: CaixaMobile Store
Financial Apps
Educational Apps
Non-Financial Apps
Research Apps
Social Apps
Other channels
The first financial institution with its
own app store, with Apps for all the
different types of devices
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Trust, social commitment , and quality
“la Caixa” mobile banking service
Apps: Wearable Apps
Google Glasses
Native App for Google Glasses with branch
offices locator and currency converter
Avaliable from Feb-14
Sony SmartWatch
First financial institution in Europe with a
smartwatch app to monitor your favorite
stocks.
Avaliable from Feb-14
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Trust, social commitment , and quality
“la Caixa” ATM network
The largest in Spain


22nd in the world ranking
3rd in Europe in terms of the number of ATMs installed
12,800
11,700
9,696
7,300
7,100
7,000
4,908
Sberkan
k
(RUS)
Crédit
Agricole
(FRA)
” la Caixa”
(SPA)
Unicredit
(ITA)
Hanko
(UK)
Bankia
(SPA)
BBVA
(SPA)
4,470
BSCH
(SPA)
Source: RBR
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Trust, social commitment , and quality
“la Caixa” ATM network
Constant innovation, the hallmark of our ATM network
1979
The first ATM
1998
Operations in 7
languages
1988
1.000 ATMs
1981
Colour screen
‘75
‘80
2004
EMV standard
1993
5.000 ATMs
2006
CaixaFácil menu
1999
6.000 ATMs
1995
Touch screens
‘85
‘90
2010
Punt Groc,
Biometrics test
2012
10.000 ATMs
2013
New style
book
2012
Caixer NFC
2002
Voice guidance
Change from pts. to €
‘95
‘00
‘05
‘10
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Trust, social commitment , and quality
“la Caixa” ATM network: Innovation at “la Caixa”
“Punt Groc”, a new concept in ATM designed with Fujitsu
More commercial and with marketing capabilities
Designed for all… more accessible
Easy to use, ergonomics and usability as its finest
Innovative, ready to incorporate new operational
capabilities &technologies
 The 1st ATM in the world with Contactless technology
 Comes back the world’s fastest cash withdrawal
... A step towards leadership in ATM
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Trust, social commitment , and quality
“la Caixa” ATM network
A sales channel, the best deal at the best time…
14% of total personal loans
contracted at ATMs
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Trust, social commitment , and quality
“la Caixa” ATM network
Operating in your own language
16 different languages
to choose….
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Trust, social commitment , and quality
“la Caixa” ATM network: Innovation at “la Caixa”
My usual operations: a personal area with a favourites menu
The transactions that a
customer uses most often will
appear automatically.
Customers can personalize
these transactions via Línea
Abierta.
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Trust, social commitment , and quality
“la Caixa” ATM network: Innovation at “la Caixa”
Customizing the ATM’s looks with the Clip & Cover
A fancy way to present your corporate and commercial campaigns
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Trust, social commitment , and quality
“la Caixa” ATM network: Innovation at “la Caixa”
APSIS4ALL, ensuring ATM services accessible for everyone
Increased usability through contactless interaction.
Different tools for different needs
 Braille signs.
 Avatar for sign language.
 Audio.
ATMs equipped with adaptative interface.
Disability customer profile registered in a
smartcard chip.
video
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Trust, social commitment , and quality
Innovation at “la Caixa”
The main sources on which we base our innovation process
1
In-house talent
2
Talent beyond the company
3
Our customers
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Trust, social commitment , and quality
Innovation at “la Caixa”
1 In-house talent: our employees
“Innova”, a tool to share ideas
We welcome you to
The meeting point of
GOOD IDEAS
To be kept in mind:
 Always give Feedback: it is relevant for you.
 Be ready to accept the proposals: Commitment.
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Trust, social commitment , and quality
Innovation at “la Caixa”
2 Talent beyond the company
Since 2011, we celebrated the FinApps Party
It is an event organized by "la Caixa" in which we reward innovation in mobile
financial services apps.
During 24 hours, developers are challenged to create apps that improve existing services,
offer new ones or optimize the current user experience.
video
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Trust, social commitment , and quality
Innovation at “la Caixa”
3 Our customers
To involve customers in the innovation process,
we have created “inspíranos”
Our customers can:
 Suggest a new idea.
 Vote for ideas that interest them.
Our purpose:
 Involve customers in the process of
creating new products and services.
 Respond to specific user needs.
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Trust, social commitment , and quality
Innovation at “la Caixa”
3 Our customers
The secret could be beyond the creation of a network
IDEA
Customers are invited to
share their ideas with us.
ANALYSIS
IMPLEMENTATION
All contributors are contacted when
Any contribution is analyzed. We talk
to everyone in less than 24 hours.
the idea becomes real and encouraged
to post more ideas.
DESIGN
Customers decide which ideas should
be implemented, and actively
participate in the design phase.
A creative environment to involve our clients
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Trust, social commitment , and quality
Innovation at “la Caixa”
A new multichannel management model
The Wall, a new communication channel between the client and the personal
banking advisor
Giving our advisors the opportunity to enhance
their personal relationship with their customers
and promote business opportunities.





Messages and documents exchange
Signing assessment contracts
Personalised offers and information
Videoconference service
Signing online operations prepared in branch
More than 280.000 clients have activated
their wall.
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Trust, social commitment , and quality
The “secret” is just to answer this question:
Are you willing to add “new ingredients” to
innovate?
...then, let’s create a new ecosystem to innovate
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