• Responsible Banking Report | 2020
Digital

transformation

One of our main priorities lies in adapting to the constant technological changes stemming from the digital era. The integration of new technologies into our business will allow us to streamline processes, improve our competitiveness, and offer added value to our customers by improving products and services.


We know that digital transformation is no longer just an option, as we must adapt to technological innovations in order to remain viable. We have been working to ensure that digitalization is part of our business and part of our culture.

Without a shadow of a doubt, our employees play a fundamental role in our transition toward the digital era, and we are extremely proud of their hard work and enthusiasm. This has allowed us to improve our performance as a Bank and our processes, in order to offer innovative product and services that satisfy the needs of our customers.

Digitalization of Channels and Platforms

Technology has been one of our closest allies in improving customer experiences. It has allowed us to optimize accessibility to our platforms and to meet the needs of our users; however, we continue to work tirelessly to perfect our services.

Santander Personal: This remote customer support channel helps us better engage with our digital customers through an active communication platform with specialist consultants

Investment in Innovation and Technology

We are convinced that having access to the best technological tools not only makes us a competitive bank, but it also allows us to bolster our relationship with our customers.

We have a digital factory called Spotlight, which works on creating and implementing new projects, accelerating the speed of our digital banking transformation.

In 2020, we reached a number of milestones. A number of our apps were recognized for the outstanding value that they offer the financial sector; we implemented new platforms to improve our customer experience; and, we continued supporting Mexican society by creating an app to mitigate the effects caused by the COVID-19 pandemic. Our leading platforms include:

Santander TAP: This tool allows customers to make payments to any bank in a matter of seconds from their preferred instant messaging app, without them having to know the bank account of the recipient and from as little as MXN $10. Customers have seen this as a valuable solution, perceiving Santander to be an innovative bank. 19 months after its launch, more than 400,000 customers have signed up for this service and made a total of 1.6 million payments to the tune of MXN $820 million.

Mis Metas (My Goals): In order to promote savings and financial education, in 2020 we developed the Mis Metas (My Goals) tool, the first of its kind based on behavioral sciences to promote savings and allow customers to set their own savings goals based on their individual needs. Customers can schedule and automate their savings goals based on the seven available categories: Monto Fijo, Redondeo, Disfruta y Guarda, Apartanómina, Reto 52, Ahorra TAP and Pasión Futbolera.

CoDi: This is a digital payment model that uses QR codes; it is regulated by the Bank of Mexico and obligatory for all banks. Santander was the first bank to be certified by the Bank of Mexico (Banxico) to use CoDi, launching the service on-time and participating in pilot programs in Tulancingo, La Paz and Progreso. In 2020, a total investment of MXN $17.8 million was made in this project.

SuperRED: We designed this Digital Merchant concept via SuperRED, a technological platform that offers integrated financial services for small businesses. Using innovation to drive financial inclusion is one of our strategic priorities.

During stage one of the pilot program, rolled out throughout 2020, this solution was installed at more than 1,700 convenience stores, offering shop owners access to a bank account, the opportunity to improve their business through the use of digital tools (inventory, product control, etc.), the option to accept payments with cards and CoDi, the option to accept payments for services, and the chance to collect points for every sale. In 2020, an investment of MXN $16 million was earmarked for this project, and stage two is currently being evaluated.

COVID-19 App: In collaboration with another financial institution, we developed and delivered to the Mexican government a digital platform to help implement best practices in the management of the impact of COVID-19 among the Mexican population. The goals of this app were:

  • • To provide official and transparent information.
  • • To develop an easy-to-use, intuitive and scalable tool.
  • •To offer the government real-time information for the decision-making process.

The apps for the federal government and the government of Mexico City were rolled out in May 2020, offering 4 basic functions: Self-diagnosis; Recommendations, News and FAQ’s; Health Centers; and, Push notifications. By the end of 2020, it had been downloaded more than 1.4 million times.

Santander Móvil App: In order to provide our customers with an outstanding experience, we rolled out this new transactional app, through BaaS, that allows customers to carry out most operations in just a few clicks. We also simplified the way in which they interact with our mobile banking by offering just one screen for features and information relating to the financial life of our users.

This is the merger of two of the bank's most important apps: Super Móvil and Super Wallet. It is one of the first steps in providing our customers with a social and tailor- made experience.

Santander Universities App: This offers the same features as the Santander Móvil app but with a more modern look, focusing on our university customers.

BaaS: This new open digital platform uses API’s to offer a multi-channel service to our customers and the opportunity to transversally create digital, reusable and scalable products by providing a consistent experience for all our customers. This allows us to compete with major technologies and become prepared for the regulation of Open Banking.

100% Digital Account Onboarding: This is a new channel to attract customers in a 100% remote and digital format without them having to visit a branch. This represents a milestone in our journey toward the digital transformation of our Bank. It also allows us to be the first point of contact for the customer, ensuring full-time availability for the opening of an account.

Virtual Assistant for SuperNET: The goal of our new virtual assistant, who is called Sandi, is to provide support to our customers with their finances. The main function of this assistant is to answer questions, and Sandi will eventually evolve and be able to help with transactional operations. Since 2020, Sandi has been available via SuperNET and our branch network, offering a total of more than 134 available conversations between both areas.

SuperMóvil App: This is our key digital banking product and our major sales channel, in addition to representing the way in which we most interact digitally with our customers.