Home > Customers > Innovation
Innovation
Caja Madrid has pledged to spend €1,000 million on technology in the next four years, lifting its total investments under this head to around €3,000 million since 1998. This investment will confirm the Caja Madrid branch network as the most technologically advanced in Spain, with one of the highest levels of technology expenditure per client. Eighty percent of the plan budget will go on customer-oriented initiatives, materialising in 179 projects.
These projects are not just about innovations in branch technology to advance the personalisation of customer care, they will also focus on the ATM network, with new anti-fraud measures like access via the electronic national ID document (DNI-e). The DNI-e will be the universal access medium to the Internet Branch, where it is already in use, and to ATMs, for which a new reader device is being prepared. The idea is that clients holding the new DNI-e will be able to complete any transaction through Internet or ATMs up to and including the signing of contracts. Its application will bring about an authentic revolution in the banking industry.
Other plan initiatives include the use of instant customer recognition devices as an aid to service personalisation, and the use of mobile technology, interactive digital TV or video consoles to improve customer relations.
Caja Madrid's concern to make all channels user friendly can be easily discerned. For instance, through the audio option in ATMs or the use of extra-large letters in menu displays to facilitate access by visually impaired users; and, in branches, through the deployment of large-format screens offering news, information and event listings.