Santander Móvil App

This new Mobile Transaction Application, designed using the Banking as a Service (BaaS) concept, represents a watershed moment in terms of the way in which we interact with our customers. It offers an outstanding user experience, allowing them to carry out most operations in just a few clicks and simplifying the way in which they interact with our mobile bank by offering just one screen for features and information related 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, seamless and hyper- personalized experience. In September 2021, we launched this app for a group of users from the Bank (Friends & Family Pilot Program), and we plan to launch it on the market by Q1 2022.

SANDI

Our new virtual assistant called SANDI acts as a financial support tool for our customers. It can be found in SuperNet and, as of September 2021, we will have a version available for the general public via our website. Through this chatbot, users can ask questions and request information about the Bank’s products and services. In the near future, they will also be able to make transactions with the support of SANDI.

During 2021, there was a significant year-on-year increase regarding the use of SANDI via SuperNet. Users logged on seven times more and interacted with the assistant fourteen times more, highlighting how our customers are increasingly moving into the digital world, even in terms of requesting information and support. This leads to substantial benefits given that we no longer have to channel these customers to our branches or the Contact Center, leading to savings for both the customer and the Bank.

LikeU Card

In September 2021, Banco Santander Mexico launched the new LikeU credit card, which has a 100% online application process available via the SuperMóvil app. Customers do not need to visit a branch, and there is also no annual cost, helping to boost their financial well-being. This product is based on the finance on demand concept, through which we allow users to personalize their own experience, not only in terms of how they interact with financial services and the total control they have over their card via Súper Wallet, but also through sustainability, as they can choose one of six different colors for their card. Each color corresponds to a social and environmental cause that the Bank supports by donating resources for each new card, independent from the donations the customer makes individually.

• • LikeU Green: supporting reforestation, with the help of
  Reforestamos México.
• • LikeU Red: supporting the education of girls, boys and teenagers from marginalized areas of the country in partnership with UNICEF.
• • LikeU Blue: providing resources to clean up the oceans, in conjunction with the World Wildlife Fund (WWF).
• • LikeU Star: supporting people with autism and young people with cerebral palsy in conjunction with Iluminemos de Azul and APAC, groups that have been promoting these causes in Mexico for 6 and 51 years, respectively.
• • LikeU Pink: supporting the fight against breast cancer, with the help of Fundación Cima, one of the most recognized organizations in this area.
• • LikeU White: supporting the nutrition and health of girls, boys and teenagers in conjunction with UNICEF.

Universal Onboarding

Following the whenever and wherever concept, we developed a platform to allow anyone to open a Santander deposit account remotely and 100% online without having to visit a branch. This drastically reduces the time and complexity of the application process, as well as the physical resources required, such as paper.

This is a milestone in Santander Mexico’s digital transformation as we now offer the market a quick, easy, safe and sustainable way to open a Bank account. This platform is agnostic, flexible and modular, allowing us to roll it out via a number of business strategies and channels. For example, opening small- or medium-sum accounts for people with limited access to financial services, be this because of their geographical location or their socio-economic circumstances, helping drive financial inclusion and education in Mexico.

In October 2021, we launched a pilot scheme for the 100% digital opening of Level 2 accounts, and in November of the same year we used this adapted and streamlined platform to open accounts through the Samsung Members wallet.

My Goals (Mis Metas)

My Goals was launched in January 2019 as the first automatic savings solution in Mexico. In 2021, it became one of the highest ranked digital products by the Bank’s customers, not only because of its innovative format, but also because it boosts the financial health and education of our customers, who have been benefitted by having the opportunity to save in a simple and fun way with a specific goal in mind or just for the sake of saving.

Through My Goals, our customers can schedule and personalize savings rules that are implemented automatically. For example, rounding up when they make purchases, whenever they get paid, when they buy a coffee, or when their soccer team wins a game. My Goals has generated loyalty and increased the adoption of the Bank’s digital channels. The result of these efforts is that, by the end of 2021, around 900,000 users had saved more than MXN $25.5 billion.

Samsung Members Wallet

In December 2021, Santander Mexico, alongside Samsung and Mastercard, launched a new mobile app called Samsung Members Wallet, the first open wallet in the world to be developed by a bank. This new wallet offers a financial solution that integrates all of Santander’s services into the Samsung ecosystem, providing innovative, simple and secure payment experiences.

The application offers a range of services, including financing, balance and transaction information, a digital Samsung Members debit account that can be opened via the app through a 100% online process that takes only a couple of minutes, and exclusive benefits and discounts for Samsung customers in Mexico.

Santander TAP

Through Santander TAP, we have eliminated friction when making payments to other people. This tool, which is unique in Mexico, allows customers to make payments of as little as MXN $10 in a matter of seconds via their preferred messaging app to any bank, without having to know the recipient’s bank account details. Customers have seen this as a valuable solution, perceiving Santander to be an innovative bank. By the end of 2021, we had more than 530,000 users who made more than MXN $1 billion in payments.

Numberless Cards

We were the first bank to launch this credit card model in Mexico. What makes it different is that it has no visible numbers or card security code, making it the safest option on the market.

Fintech Promotion

We have seen an outstanding opportunity for collaborating with fintechs in order to find innovative financial and digital solutions that can generate value for the Bank’s services and its customers. This is why we have focused on supporting this sector in order to promote its consolidation and create synergies that drive growth.

In June 2021, Banco Santander and Pagonxt (Grupo Santander’s private fintech) acquired GetNet Mexico, a fintech that has positioned itself as the second leading service provider with around 17% market share. It has more than 160,000 active POS terminals and processes just over 390 million transactions every year, positioning GetNet as the best possible vehicle for offering these payment services to companies and businesses, in addition to driving financial inclusion and reducing the use of cash.

Furthermore, in September 2021, Pagonxt acquired 70% of its technology partner MIT (Mercadotecnia, Ideas y Tecnología), helping to drive the accelerated development of GetNet in Mexico.

We have also made strategic investments in fintech incubation (Venture Builder). One example is the partnership between CONTAPAQi and INNOHUB in October 2019, the goal of which is to improve the financial lives of more than 1 million SME’s through digital solutions and tools offered alongside fintechs.

Through this partnership, a comprehensive and one-of-a-kind set of SME solutions in Mexico was created with the support of a number of fintechs, including Avanttia and LendInc. These solutions offer SME’s the opportunity to provide digital invoicing that complies with new legislation, as well as driving improved collection management and access to bank financing, among other services.

In recent years, we have forged partnerships with a number of fintechs to develop digital services, leveraging their outstanding capacity for technological development and innovation:

• • Santander TAP and SWAP: Through this service, users can make payments via any messaging app in a secure, simple and cost-free manner without having to know the recipient’s bank details.
• • Santander My Goals and UBANK:
  This tool allows customers to meet their savings targets in an automated and fun format. They only need to personalize their rules once and savings are then made every time they visit businesses (rounding up their purchases) and every time they are paid.
• • GoPAY and Arcus: This service is available via the Bank’s mobile app. Here, users can make payments or set up direct debits for a number of services, including phone top- ups, water, electricity, etc.