Sumando: a transformation program that strengthens our relationship with clients.
“Sumando” is a medium-term and long range project that sets in motion strategic capabilities to improve alignment with the business and the operating model, seeks to increase capacities of management and the execution of projects as well as technological architecture and technological risk management. This will allow us to promote and channel the great potential we have as Mexico’s third largest financial group, by giving us unique competitive advantages in the sector: a thorough knowledge of each client and their preferences. The project has been implemented in different stages and only one year since its inception, significant progress has already been recorded.
Customer-focused financial intelligence
We made a decisive leap to evolve a fragmented model to a model that truly places the customer at the center of our operations. With a single database, we can segment our broad client base in accordance to the level of their relationship with the Bank and thus meet their needs. It also allows us to define the best actions and offers to implement campaigns that are more focused on each segment.
Today our branch executives use this financial intelligence platform, a valuable tool that allows them to cross information and learn more about customers: their relationship with the bank, which products they use, channels and segments they feel most comfortable using, what their consumption patterns are and in this way surprise them with customized proposals that will improve their experience.
Dynamic customer interaction through multichannel architecture
Regardless of the channel a client uses, clients will always receive consistent service and when any of our executives interact with the client, they will have the elements to suggest specific products for that client’s needs.
The soon-to-be-launched new web platform is a radically different portal that from the question, “What can Banorte do for you?”, changes the concept of the bank-customer relationship to recognize that the customer is the center of our business. This technological innovation will not only connect to other channels, but will improve user experience through a more intuitive and secure tool that allows customers to make queries and transactions in a direct and agile manner.
The new web-based platform also allows us to promote the concept of self-service through more efficient and profitable channels – the Internet, ATMs or mobile phones – reducing the pressure on branches and enabling our executives more time and space to interact with customers and increase sales. From the customers’ point of view, the integration of all channels to this new architecture will not only improve our level of service but will facilitate carrying out transactions when it is most convenient for them.
We are just one step away from our customers beginning to appreciate this great transformation, of receiving services and offers designed especially for them, of experiencing that for us, each is a special customer. We have gone from the idea to the reality of benefits offered by this huge investment in technology: optimal levels of service, attention and quality of response.
This is just the beginning of what we will be able to achieve by combining technology, platforms and talent with the commitment of generating a real change in interacting with our customers. We will have metrics that will enable us to make the right decisions and significantly improve customer relations, encouraging their loyalty and profitability and giving way to what we call the new IT.
| SUMANDO PROGRAM | ||||||||||
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Client-focused Intelligence |  |
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Interacting with the Customer | |
3 |
Industrialization | |
4 |
Risk |
| All client information and analyses are concentrated into a single database | Enable the same experience across all channels | Optimization of our processes | Consideration of risk variables | |||||||
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