Commercial efficiency in CaixaBank branches Qorus Banking Innovation Awards 2021

The current global context is changing the way businesses are managed, and particularly, financial services are immersed in a digitalization process. The use of new trends and technologies to optimize processes and create efficiencies has become of utmost importance in order to maintain a competitive position in the market. In CaixaBank, employees used to dedicate around 2,5 daily hours per branch to the management of ATMs. It is for that reason that 2 projects have been developed in order to eliminate 100% of tasks related to ATM management, enabling employees to fully dedicate to commercial tasks that can generate value for CaixaBank, as well as improve the service offered to them: • The outsourced ATMs project liberates employees from reloading/unloading the ATM, consumption planning and maintenance tasks. It improves the level of service offered to clients since suppliers with specialized know-how are in charge of solving any kind of malfunction. • ATM accounting automation has enabled employees to be 100% liberated from tasks related to ATM Management. Moreover, 2 additional innovations have been developed for efficiency in costs and improve the entity’s margin: the new cash planning tool using AI and the recycling units in ATMs that will recycle notes deposited in the ATM in order for them to be withdrawn. Both developments intend to create efficiencies reloading costs since the new cash planning tool will optimize transportation routes, whereas cash recycling units will reduce the need for ATMs to be reloaded. The fact that ATM reloading will be optimized will reduce their downtimes, offering an added-value for customers.