The branch office rehabilitation and upgrading project will become a reality with the Bancomer Tower, where the change in the comprehensive business model will drive technological innovation with a view to improving customer experience.
With an estimated investment of US$1.03 billion planned in 2013 for a three-year period, BBVA Bancomer will have a total of 2,000 branch offices in 2016 across the country, with an infrastructure backed in the branches by 5,183 ATMs and 3,579 practicajas for making deposits and paying for services.
Eduardo Osuna Osuna, general manager of BBVA Bancomer, said that the transformation model is part of the US$3.5 billion investments announced for the construction of new corporate headquarters and the Data Processing Center (DPC).
In his opinion, it shows the commitment to continue supporting companies, public institutions and families with state-of-the-art financial services to attract more deposits and offer increased volumes of credit.
A total of 1,000 BBVA Bancomer branch offices were transformed between 2013 and 2015, of which 108 are new branches.
Speaking about the progress made to date, Osuna Osuna explained that the 1,000 branch offices fully upgraded and in operation consist of 783 refurbishments, 35 extensions, 74 relocations and 108 new offices. They will enable the bank to meet the needs of population centers in high-growth towns and busy shopping malls, where self-service, modernity and multi-channel distribution will be given priority with the aim of managing a business model designed to provide outstanding service to the different customer segments.
Of particular importance in the 1,000 upgraded branch offices is the self-service model. Through 2,651 ATMs and 1,747 "practicajas" customers will be able to withdraw or send cash, make transfers, make payments for cards and services, apply for loans, buy air time, deposit money in Bancomer accounts, check and print account statements, transactions and balances, as well as activate the Bancomer.com service, ask for advice on Línea Bancomer and receive customized service from Self-Service Managers.
The plan is to complete the rehabilitation of the customer service areas with the installation of 5,183 new ATMs and 3,579 practicajas in the 2,000-branch network, thus creating the most extensive service network with the most modern infrastructure in the Mexican financial system.
The commercial network is a basic element in BBVA Bancomer's infrastructure because this is where the initial contact with the customers takes place for buying banking services. The new model aims to create the right place for businesses and investments to develop and expand, as well as to offer services with sales models specialized on a per segment basis.
The branch offices will offer a new image for customers, which envisages the use of billboards and digital screens in the self-service areas, where customers can view relevant information on products and services, as well as on topics related to responsibility, innovation, entrepreneurship, digital banking and advice on financial literacy.
So far, 10 screens and 4 billboards have been installed in Baja California, the Federal District, State of Mexico, Guanajuato, Jalisco, Nuevo León, Puebla and Queretaro.
BBVA Bancomer has opened its fully upgraded branch office number 1,000 at Mariano Escobedo No. 303, in Parques Polanco and will continue to strengthen its commercial network in the banking sector with investments aimed at bolstering banking penetration and the migration of transactions to digital banking, and increasing lending and customer attraction. This will be done through a customized service system in line with a business strategy based on two goals: investment and a “new model” of customer service, underpinned by technology and innovation, placing the customer at the core of the business.