We want to be a more digital Bank for all our customers, offering them the opportunity for 100% online operations whenever and wherever they are. We strive to offer innovative experiences and drive the Bank’s digitalization.
Investment in Innovation and Technology
In 2022, we rolled out the following products:
| Name | Description |
|---|---|
| Branch Servicing | Since the launch of the account statement download option via SuperMovil in September 2022, we have reduced requests to reprint or resend statements via e-mail by 150,000 (52%), both via our branches and our Contact Center (40%). We also included other features such as updating tax information, which have successfully reduced visits to branches by more than 7,000, which could have an impact on some 9.5 million customers. |
| Human IVR (Interactive Voice Response) | We changed the voice of our IVR, migrating to a clear and friendly human voice. This has helped to improve customer experience and perception in our NPS (Net Promoter Score) surveys. |
| Contact Center – RED Cross-Processes | We made improvements to the processes shared among RED to help facilitate customer experiences throughout these processes. Thanks to this, we have increased the geographical scope of our customer service by fielding calls from the United States. |
| LikeU Card | We now offer applicants the option to add an alternative address from where they are applying for the card, and they can decide if they want it to be sent to their address. |
| Samsung Members Wallet | We rolled out a number of improvements, allowing applicants to apply for a debit or credit card from the application, which can then be sent to their address or collected from a branch of their choosing. These cards offer contactless and NFC payment technologies via Samsung cellphones. |
| My Goals | We now offer our customers the option to schedule and personalize savings rules that are implemented automatically. My Goals has generated loyalty and increased the adoption of the Bank’s digital channels. To the end of 2022, there were around 1,138,000 users who had saved more than MXN $45.873 million. |
| Santander TAP | We offer for customers the option to make payments in a matter of seconds via their preferred messaging app to any bank, without having to know the recipient’s bank account details. Customers have seen this as a valuable solution, perceiving Santander to be an innovative and unique bank. To the end of 2022, we had more than 119,000 users who made more than 600,000 payments via Santander TAP. |
Fintech Americas presented us with the Platinum Innovation Award for rolling out a contactless payment system in Mexico City’s Metrobus routes through Getnet, our payment platform.
We have identified an enormous opportunity to collaborate with fintech entrepreneurs in our search for innovative digital and financial solutions that add value to the Bank’s services and for its customers.
During November 2022, we rolled out a pilot program involving a fintech that helped us to analyze an anonymized data set from our customers using its categorization engine to create tailor-made financial insights and calculate the carbon footprint of each of these customers based on their expenses.
