The speeds with which technological advances are produced are becoming faster. Situations that seemed a little too distant a few years ago, are now part of daily life.
"A few days ago we were with my team exploring aspects related to Supervielle Mobile, and we were surprised to see how some technologies we were analyzing did not exist just a few months ago", tells iProUP Eduardo Allende, executive manager of Digital Banking and Transformation of Banco Supervielle .
The executive contributes an anecdote that charts the vertiginous rhythm of the changes linked to the digital transformation. "We had made that same meeting six months ago and now we had to rethink several issues based on the innovations that occurred during that period, now the technological environment is better, more adaptable and the processes are cheaper and super-lax," he adds. interview with iProUP, at the bank's headquarters.
Allende points out that this greater speed generates a different rhythm in the process of creation of products, much more agile, which is what distinguishes the digital transformation within the entity today.
"We are putting a lot of emphasis on the concept of ideation, of generating ideas, for example, analyze a case, experiment, make some consultations and quickly put into operation solutions aimed at offering greater added value to our customers," he says.
Biometrics, in all aspects of life
In the Supervielle understand that biometrics will be a fundamental axis to improve the user experience. The bank, in fact, was one of the pioneers in the implementation of facial recognition for its mobile platform.
"Although today biometrics is basically used to access the phone, the truth is that it has many more applications, for example, just by putting your face on the cell phone soon you can make a transfer," says the manager.
"I believe that functionalities of this type will become increasingly present in a variety of tasks of daily life and in different areas, and a bank is an integral part of people's daily lives," explains Allende, who does not delay in naming a process in which biometrics has been fundamental to respond to the needs of the public.
"The use of passwords and passwords is a headache for many," recognizes who carries out the digital transformation of Supervielle. Then he adds: "Biometrics has come to replace them," he adds.
Innovation and digital irruption
Allende leads a team of innovation and digital irruption. "That's the space of pure creativity," he says. Indicates that, beyond the disruptive that can be an advance, it is about having a clear sense and responding to some need.
"We do a process of internal ideation or discovery of some points that we call pain, we see how we can attack them, we assemble a list with a lot of ideas, we try to prioritize them and if it makes sense with the client segment, with the generated need initially, we made progress in the implementation ", Allende argues.
"If there are issues in which we see that we do not have the capacity to resolve," the executive adds, "we went out to the market to find out who could help us with that issue."
"Time is a critical aspect for our customers," says the executive. "In the past it used to be said that you had all the time in the world, not today." Therefore, it indicates that in the Supervielle they point out that each application or new product released contributes to reduce the executions of each banking operation.
"The lack of simplicity is another point to solve", continues Allende. "We have done many things in a very complex way for a long time, and only now are we fully focused on simplifying and facilitating tasks," he acknowledges.
In this sense, it highlights that they were incorporating functionalities to the Mobile application, such as the possibility of withdrawing money from ATMs without the customer having the debit card at hand. "One can forget the wallet, but it is very difficult to leave without the cell phone," says Allende.
In addition, it gives an account of the process with the same simplicity with which it occurs: "Supervielle Mobile sends the customer a code so they can go to the cashier, he or even a third party". This is something simple, facilitates the operation and solves something that can be critical, such as being without money on the street.
A chat Messenger with the bank
For Allende, artificial intelligence generates efficiency in many processes and, undoubtedly, its use will go in frank ascent. "We are doing tests, always pointing to the same premise: make life much easier for people," he reveals.
While trying to maintain a certain secrecy about projects in the folder, the manager says that one of them has to do with chat Messenger to streamline the link with customers. "We have an agreement with Facebook on chat Messenger and we are in testing to present the proposal in society shortly," says the Supervielle digital banking manager.
"It's not a bot, that's a robot that if they ask you something says yes or no," he hastens to clarify. "Artificial intelligence is a deeper concept, it is a feedback process that accumulates concepts and achieves greater autonomy to discriminate some questions from others," he says.
The Supervielle has a very broad client base, ranging from large companies to SMEs and individuals. In addition, it is characterized for being one of the leaders in the pension segment.
This portfolio of retirees is incorporated into the genes of Banco Banex, the flagship with which the Supervielle family bought in 2004 the local subsidiary of Société Générale to reinstate its name in the local financial system.
"Our role within the organization is to try to build value within the needs of each segment," explains Allende. "Our customs and requirements are changing and much depends on the life cycle that one has in terms of time of use," he adds.
In the pension segment, it says that there are people who have pre-concepts about the link with the digital world of older people: "They would be surprised to see how they adapt to make their financial transactions."
In this framework, and as people who are already familiar with innovations grow and retire, the pension segment will experience a faster digital transformation.
The link of the bank with the fintech, today criticized by the banking chambers for the lack of regulation or tax pressure, is positive, according to Allende. "They contribute from the construction, maybe sometimes our focus is not on a certain segment, or on a product," he admits.
The manager of Digital Banking and Transformation of the bank is the one who represents mainly the entity in the Financial Innovation Table that created the Central Bank and which is composed of different actors, such as fintech, bigtechs and even non-financial entities. "It's totally collaborative and there we work together," he says.
The myth of the end of cash
Allende acknowledges that there is currently a migration towards new means of payment but also expresses that the use of cash worldwide does not decline: "In the last year it grew 5%".
"The use of physical money is maintained in the local market, there is still a more digital part, of transfers, with a virtual wallet, but there is also the use of cash for a logical matter," he says. "I have not seen branches closed, but many cases of transformations," he explains.
"The lobbies of our branches were small before and the part of the living room was huge, the tendency is for the first ones to be bigger and the second smaller, we are starting some processes in that sense," he says.
In that sense, in the Supervielle they believe that beyond technological progress, the face-to-face relationship with their clients is fundamental and will continue to play a key role. "In five years, I imagine branches with a human component, because it is important, but with a clearly different dynamic, and with a lot of simple technology," says Allende.
Another project in which the bank is working on digital transformation has to do with blockchain technology: they are exploring its operation to improve the user experience.
"We are seeing the concept of blockchain more because of the contract issue: imagine that our clients can upload contracts to a digital file and that they can talk to each other." In that there are many opportunities, "says Allende, who emphasizes:" We are in a discovery process in the use of blockchain ".
Anyway, warns that this technology is still very new. "There are challenges ahead, notary and regulatory issues, especially from the judicial and commercial, but I think it is a very valid concept that at the end of the day serves and makes the lives of our customers simpler," he says.
For Allende, the concept of API (of the English Application Programming Interface, that is, application programming interface) is one of the keys of the financial system in the future due to the fact that with these applications the bank makes available services to third parties.
"I think a lot of our work will be associated with that, to be able to democratize our digital assets and give it to clients so that they can operate, whatever the segment," the executive concludes.
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