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Banca March - Crecemos con valores, crecemos juntosNews

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At Banca March, we want to keep you always informed, and this section gives you the opportunity to find out whatever you want to know about.

05/07/2019

Banca March takes another step under its Digital Transformation Plan

 
  • Banca March’s Digital Transformation Plan includes a total investment of €75 million over three years with a threefold objective: improve the customer experience, expand the digital tools available to account managers and make the Bank more efficient.
  • Banca March launches the first voice assistant with Smart Display intended for private banking customers.
  • With this launch, customers will be able to contact their account manager in many different ways: web, mobile phone, and (soon) voice assistant with Smart Display.
  • Banca March's digital strategy, overseen by Deputy Chairwoman Rita Rodríguez Arrojo, includes transforming branches into multichannel business centres focused on multichannel advice.

Today Banca March released news of steps taken under its Digital Transformation Plan and announced the launch of the first voice assistant with Smart Display in the industry intended for private banking customers, in line with its digital strategy. This makes Banca March the first private bank in Spain to adapt its voice communications to devices with a screen. The user experience will be richer and users will be able to contact their account manager in many different ways: web, mobile phone and now voice assistant with Smart Display.

 Overseen by the Deputy Chairwoman of Banca March, Rita Rodríguez Arrojo, the Bank’s Digital Transformation Plan started in 2018 and will involve an investment of a total of €75 million. It is due to be fully implemented by 2020.

Banca March's digital strategy is embodied in three principal goals: improve the customer experience, expand the digital tools available to account managers and make the Bank's internal processes more efficient. The digital strategy supports Banca March's overarching strategic goal – to be the benchmark in private banking and advice to business in the Spanish market – keeping faith with its business model: shareholder engagement; unique and exclusive products and services; superior quality of service; and excellent staff.

Deputy Chairwoman Rita Rodríguez Arrojo, who is overseeing the digital transformation, said: “For Banca March, digitisation means identifying across all areas of the organisation the opportunities that digital technology offers to improve the way the Bank creates value and delivers it to the customer and understanding how customers see that. The Digital Transformation Plan will enable Banca March to seize opportunities for future growth and improvement in service and the customer experience, especially in Private Banking and Wealth Management.”

MULTICHANNEL ADVICE FOR CUSTOMERS AND DIGITAL PAYMENT

Banca March's digital strategy also envisages the transformation of its branches into business centres focused on multichannel advice, which is already making the banking services that customers want easier to access. In fact, nearly 50% of customers of Banca March use digital channels, a figure that increases to 62% in the core areas of Private Banking, Wealth Management and Business Banking.

Banca March has updated its mobile app and launched a new investment website. Thanks to the website, users can access financial market information relevant to their portfolios. Customers can also view details of contracts and products and carry out transactions.

 In 2018, Banca March expanded its digital payment to include Google Pay and Apple Pay. In the first few months following that change, customers rated efforts to bring services in line with the latest technology positively.

FIRST VOICE ASSISTANT FOR USE IN PRIVATE BANKING

The most recent innovation for customers is the launch of the first voice assistant with Smart Display for use in private banking. Banca March customers will be able to ask about their financial position and the market situation or view relevant Market Strategy information, among other things. With this step, the Bank is moving towards a multichannel approach in which customers can interact digitally with the Bank in a more intuitive way. Given the importance of the personal, intimate service needed in private banking the whole design of the Group’s digital strategy has also taken into account the connection with the personal manager. The customer will be able to connect with their account manager directly through the different channels: web, mobile phone and (soon) voice assistant with Smart Display.

 Banca March's Digital Transformation Director, Andreea Niculcea explained: “We want to bring Banca March closer to its customers through a technology that users are starting to ask for. Through all its initiatives, the Bank wants to be closer to the customer and improve the customer experience. With this launch, it is at the leading edge of Spanish private banking.”

These steps will improve the immediacy and efficiency of the Bank’s customer service and there will be 24-hour self-service, without forgetting the importance of contact with personal account managers. Our vision is that the client won't need to call for basic things, to fill in forms or send emails as part of some processes.

 The digital strategy gives us a 360 degree picture of the customer, which will allow the Group to understand their needs much better, and improve service and attention with greater personalisation. It all comes with the protection of the most advanced security and the strictest compliance with data protection laws.

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