Qmatic help Bankia introduce the speedy customer service initiative

Bankia are creating a new type of agile branches to allow customers and non-customers to pay bills and make transfers also outside of normal opening hours.

The challenges:

  • To create agile branches that offer the same service as traditional banks, but with different operating hours
  • To understand the actual needs and behavior of future consumers
  • To manage waiting times, improve them and provide better customer service

"The essence of this project was to create and offer the right customer experience. Qmatic solutions have enabled us to monitor these aspects," says Sergio de Miguel, director of Bankia's Oficinas Ágiles network.

Read the full case study here (PDF, 217 kB)

About Bankia

Bankia is a Spanish bank that is listed on the Bolsa de Madrid, Spain’s principal stock exchange, and is included in the Ibex 35 benchmark index.
In 2016, Bankia was the most solvent, most efficient and most profitable of the large Spanish banks. With a universal banking business model based on multi-channel management, Bankia specialises in serving individuals and businesses, especially SMEs and the self-employed. It operates throughout Spain, but its presence is strongest in the Community of Madrid, the Valencian Community, the Canary Islands, Castilla y León, and Castilla – La Mancha.
It has a team of more than 13,000 professionals.