Personalization, simplicity and security make up the new banking for ‘senior customers’
Oct. 16 () –
The adaptation of digital banking to the elderly requires a specific offer based on personalized attention, adapted omnichannel and the adaptation of services, some of the
proposals developed by Minsait, an Indra company, to meet a growing demand among a sector of the population that requires simple and accessible solutions.
The advances in digitization experienced in recent years by the banking sector have “unconsciously generated a digital divide with people who have
older and less accustomed to using digital tools”, explained the head of SeniorBanking for the Minsait Financial Services market, Antonio Bolaños,
To shorten the distance between banks and people with less digital skills and in accordance with the measures signed by the sector to favor financial inclusion, companies such as Minsait have embarked on a more evolutionary transformation “where the
technology is applied appropriately” so that it continues to be a business accelerator “without leaving anyone behind”, Bolaños added.
“We must promote banking within everyone’s reach and respond to the need for financial inclusion demanded by older segments of the population”, explained Bolaños, who pointed out that the company has three “major lines of action” that They give personalized support and use technological innovation in a simple and safe way.
The first of these lines is based on assisted self-service, which consists of solutions such as specific booths for closer and more specialized customer service, the
remote support for tellers or voice identification for critical operations.
Secondly, Minsait has pointed out the need to evolve the relationship channels with older customers through specific interfaces, with adapted and priority attention by voice biometrics or improving the service in the branch through prior appointment and digital traffic managers.
Likewise, the company itself has encouraged access to banking in remote areas by facilitating the creation of digital mobile branches or by making its TAPP solution available to the market, a cash dispensing system that merges the mobile and self-service banking channels and that delivers the requested money in less than five seconds and without the need for physical contact with the electronic device.
Lastly, the company deals with the care and attention of clients and professionals through what it calls ‘Senior Care’, a third line of action that includes ‘customer analytics’ technologies to identify needs and receive information that facilitates decision-making. of decisions in the entity, and the customer service of certified experts in banking operations -‘senior banking buddy’-, who can help make the management of vulnerable customers more efficient and accessible.
