Qorus Banking Innovation Awards 2019

Video Assisted Santander Personal - Customised Remote Advisory Banking

10/09/2019 Banking Innovation


A digital remote relationship model with a very human touch

Innovation presentation

Concept and objectives : Provide whole new experience in remote relationship management to customers that are either digital or physical, with a portfolio of services, transactional and contractual capabilities. Santander Personal was launched several years ago, but this year we have some innovations to add to the model. VIdeo Assisted Model and Extension of Segment, now SMEs can also benefit from this model.

Reasons behind : ever increasing costs of distribution; ever decreasing visits to branch; ever evolution of digital channels; convergence of distribution models. Personal relationship still brings more effectiveness than un assisted media, ceteris paribus.

State of competition : BBVA, Bankia and other banks offer similar value proposition but our research indicates that either don't have the video assisted mode of relationship or don't have solutions for Businesses/SMEs. Also, Santander Personal is the only bank with centralised Relationship Managers. Another relevant key aspect of the model, San Personal is behind e banking and even Work Cafe providing more value added services.

Sources of inspiration : other industries like insurance, wealth management, health and even professional services.

Departments involved: Contact Centre; Santander Personal, Branches; Marketing, HR, IT &OPS

Main results so far: more than 500K enrolled as portfolio customer of Remote Managers. By end of 2021 we expect to reach about 2MM.

Uniqueness of the project

In the Spanish market video assisted advisory / guidance with a relationshipmanager is a differentiating feature.

Businesses were left alone in the equation when it came to Customer Relationship remote models. Now Santander includes them.

Want to keep reading?

Become a Qorus member to get access to all our innovations

Interested in learning more? Speak to Boris, Qorus's Content Lead

Qorus has a library of almost 8,000 innovation case studies across critical areas like customer experience, sustainability, marketing & distribution and more that can be used to inform your decision-making.
Contact us

Related innovations

15/02/2024 Insurance Innovation

An expert weather model for a fast and efficient claims management

To simplify the management of weather-related claims, Société Générale Assurances has integrated a solution that enables its claims handlers to...

12/02/2024 Insurance Innovation

Inclined Line of Credit - iLOC

Owners of permanent life insurance invest in their policies to provide for loved ones after they’re gone, but also to...

09/02/2024 Insurance Innovation


DepositPass converts a fraction of a tenant‘s life insurance into a rental deposit in 3 steps. - 1st Tenant or...

02/10/2023 Banking Innovation

Kredit Multiguna Usaha (KMU)

Kredit Multiguna Usaha (KMU) is one if our productive loan program that focus on the development of SME (Small Medium...

Related news & insights

SME Banking
23/02/2024 News

Griffin launches Foundations: BaaS integration for UK companies

Griffin, a leading UK bank and Banking as a Service (BaaS) platform, has introduced Foundations, an early access program tailored...

19/02/2024 News

MicroBank's social impact financing soars in 2023

MicroBank, the social banking arm of CaixaBank, experienced a significant surge in its social impact financing in 2023, with a...

SME Banking
18/02/2024 News

Grasshopper Bank harnesses AI to fortify risk assessment capabilities

The collaboration aims to enhance Grasshopper's risk assessment capabilities through Greenlite's AI-enhanced due diligence suite.

Digital Reinvention
16/02/2024 Interview

NewTech Friday: ToumAI Analytics – Ensuring no voice goes unheard

ToumAI is on a mission to elevate African languages and insights, using advanced analytics to bridge the linguistic gap. The...