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The Wall: a new tool for communication between clients and their personal banker
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2. The Wall: a new way of relating to clients
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The Wall: a new way of relating to clients
The first service for clients in the private and personal banking sector based on the concept of social networking.
An area for holding conversations with the account manager (via written messages or video calling) and where the account manager can give clients new investment proposals and a personalised follow-up on their portfolio, as well as other documents.
Communication is exclusively between clients and account managers and fully guarantees the confidentiality and safety of all “la Caixa” online channels, allowing clients to automatically sign up for the products included in their investment proposal, without having to move or send any documents.
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“la Caixa” innovates in close proximity with its clients to enhance its private and personal banking business
New relationship strategy that includes innovative and pioneering developments within the sector.
This technological launch uses tools common to social networking such as video calls.
The new technologies used in the relationship between account managers and clients completes the
service:
Increasing the personalised nature of the service
Supporting personal consultancy and transparency
Removing geographical barriers
These new communication channels expand the methods of communication and also maintain the values of excellence and proximity.
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Multi-channels
2012
The commercial relationship model with Private and Personal Banking clients is developed using a multi-channel proposal based on:
Efficiency
Commercial productivity
Main functions:
My Account Manager/Wall
My services
Suitability test
Consultancy contract
Investment proposal
Follow-up report
Video-calling
Self-planner
Publications
Simulator reports
Overall asset status
Development for iPad
Specific information
New portals 4

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The Wall: a new channel for communication between bankers and their clients
Commercial tool
Capturing
Informing
Selling and following-up 5

6. The Wall Relationship efficiency and management
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The Wall
Relationship efficiency and management
Message welcoming clients and introducing them to how the tool works
Message management
Exchange and management of documents
Personalisation of images that identify the clients and the banker 6

7. The Wall - Video Conference
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The Wall - Video Conference
Online dialogue between client and banker.
Clients can request a video conference
Video conference notifications and documents awaiting signature can be scheduled
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