Banca March resolves 74% of incidents reported in under 48 hours
06 March 2023 Category: Banca March
- In 2022, Banca March launched its Customer Solutions Centre.
- The Centre helps the bank's branches to process customer incidents and suggestions quickly, transparently and efficiently.
- Almost 60% of incidents are resolved through online banking, the app or the bank's website.
- Banca March intends to reduce response times even further, ensuring that 85% of incidents are resolved in under 48 hours.
Banca March has managed to step up the pace of incident resolution thanks to its Customer Solutions Centre, launched in 2022 to improve in-branch customer services with swift, transparent, efficient responses to any issues and consultations flagged by customers.
Since it was launched, the Centre has gradually improved its response times with a view to enhancing the quality of service delivered by Banca March to its customers. In 2022, 74% of incidents were resolved in under 48 hours, 12% in three to five days and the remaining 14% in more than five days.
Of the requests received, 42% were processed through Banca March's branches and Telephone Banking service, 37% through online banking and the app and 21% through the website.
In the final quarter of the year, online banking and the app were enabled as communication channels with the Customers Solutions Centre. As a result, a third of all requests were submitted through these channels. This evidences the positive response to this service by Banca March's customers, who no longer have to travel to their local branch to report incidents or make suggestions.
Banca March: a leader in omnichannel advisory technology
Banca March's intention is to become Spain's leading institution in onmichannel advisory technology, always delivered in tandem with the best trained relationship managers in the Spanish banking industry. Customers have made increasing use of digital channels in recent years, in pursuit of greater efficiency, speed and flexibility in their interactions with the bank. Specifically, 73% of Private Banking and Wealth Management customers now use digital channels. In Business Banking, 92% of customers now use digital channels. Currently, 85% of all operations available through both branches and digital channels are performed through the latter.
To respond effectively to the needs of its customers, who require impeccable service across all channels, Banca March has developed a comprehensive range of Multi-Channel Banking services which includes remote channels banking channels (online banking, app and website) and a 24-hour telephone banking service to ensure all customers have access to personalised service wherever they need it, without leaving home. Relationship managers at the bank's Private Banking and Business Banking Hubs travel to meet with customers in person.
This extensive range of channels has now been completed with the Customer Solutions Centre, with a view to further enhancing the outstanding service provided by Banca March to its customers.
Dolores Ramírez, Head of the Quality Unit at Banca March, said: Banca March's business model is underpinned by sector-leading solvency, responsible advice, a solid reputation, people management, advisory technology and outstanding quality service. The results of the various surveys in which we participate highlight the outstanding service we offer our customers, who require greater efficiency, speed and flexibility in their interactions with the bank. Our goal is to strive for even greater levels of excellence. That's why our Customer Solutions Centre intends to bring down response times even further, ensuring that 85% of incidents are resolved in under 48 hours."