Innovating for business growth

Innovating for business growth

A historic family business is using advanced technology to modernize its customer services.

It’s a historic Argentinean business, but nothing about Banco Supervielle is old fashioned.

Founded by Bernardo Supervielle in 1887, the company has stood the test of time. Despite a series of mergers and name changes over the past century, the bank is now owned by the fifth generation of the Supervielle family. And business is booming.

“We are growing very quickly,” says Claudio Ercolessi, CIO of Banco Supervielle. “Much of this growth is due to mergers, but it’s also because we are constantly looking to innovate. It’s in our DNA.”

This innovation is focused squarely on customer services and experiences. And it is enabled by an advanced, unified technology infrastructure.

“We want our banking services to be easy, fast, and courteous,” Ercolessi explains. “We’re using technology to improve the banking experience for our existing clients, which helps attract new customers.”

Until now, technology has not been a strategic element of Latin American banking. Most Argentineans manage their finances at a local bank with the help of a human teller. But Banco Supervielle is turning technology-based services into competitive differentiators by:

  • Installing 600 new automated teller machines (ATMs) and 150 self-service terminals—powered by Intel® Core™ i5 processors—that allow customers to pay bills, make deposits and withdrawals, and get account information at any time. The self-service terminals are similar to a human teller, allowing customers to ask questions, access a variety of banking services, and receive assistance with their transactions.
  • Developing and deploying a biometric identification system at its branch locations. The system uses fingerprint and facial recognition technology to identify each customer and deliver tailored account information and services.

“Biometric identification allows us to provide faster, more personalized services at each branch,” says Ercolessi. “We are planning to integrate the biometric system with our ATMs, self-service terminals, and digital signage in the future.”

The new customer services are the culmination of a multi-year renovation of the bank’s technology infrastructure:

  • In 2010, the company deployed Cisco® Collaboration, Unified Communications, and Unified Contact Center solutions to improve customer interactions and achieve higher levels of quality and security.
  • A year later, Banco Supervielle implemented the Cisco Borderless Network Architecture to speed up its processes, improve productivity, and reduce costs.
  • In 2012, the bank virtualized its data center using the Cisco Unified Computing System™ (Cisco UCS®), which is based on Intel® Xeon® processors, to consolidate servers, storage, and networking resources and create additional opportunities for innovation.

“We improved the infrastructure performance by 50 percent with UCS,” says Ercolessi. “Our new data center is able to adapt to the speed of our business, and facilitate the fast implementation of new applications, allowing us to create different home banking and enterprise banking platforms and services.”

The combination of technology and innovation, Ercolessi adds, is helping Banco Supervielle stay relevant and expand its business. The company has grown tenfold in the past seven years, moving from the sixteenth-largest national bank to the sixth. The bank now supports more than 1.6 million customers across 279 branch locations. And it continues to gain recognition for its innovative use of technology.

  • Banco Supervielle recently won a 2013 Business Process Management (BPM) Excellence Award from Gartner for best business outcome. Using its Cisco UCS® infrastructure to automate operational processes, Gartner announced that the bank “reduced customer service time 70 percent, while operating costs lowered 20 percent by curtailing document transportation and 50 percent less printing...In credit analysis and customer scoring, BPM work reduced the number of transactions that require human intervention for approval from 50 percent to 5 percent.”

“We are outpacing other Argentinean banks with innovation and advanced customer services,” says Ercolessi. “And we are using Cisco technologies because they are the most trustworthy and they can grow and adapt over time.”

Just like Banco Supervielle.

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