Caixa Popular, the main entity in the Valencian financial system, has chosen Brother printing technology to renew its printing park, move towards the paperless office and offer a better service to its customers.
In this digital transformation process, the bank has achieved significant time savings for staff, which translates into an increase in employee productivity and process agility. They no longer have to worry about how they have to send a document, since sending has become a natural and easy process. In this way, they can focus on what is really important for the company’s business: better serve customers, reduce their time, and therefore improve customer satisfaction.
In this interview, which we extract from our eBook “Digital Transformation: the best success stories of 2021”, Jose Maria Cervigón, Director of IT at Caixa Popular, tells us what this digital transformation process has consisted of and how the activity of this financial institution has improved as a result of its commitment to Brother.
[MCPRO] What was Caixa Popular’s printing park like before starting its digital transformation process with Brother?
[José María Cervigón] Prior to the Brother solution, we had 2 B / W Laser printers in each Office. The solution worked fine, but we were only doing print jobs.
[MCPRO] What difficulties was the financial institution experiencing in this area?
[José María Cervigón] It was difficult for us to automate processes when the devices are not equipped with the necessary intelligence to initiate workflows.
To carry out a digitization we had to carry out several steps, we had to use software on our computer to scan the document and then send that document to the required destination (folders, mail, etc.).
Now we perform these tasks with a single click. In recent years the need for document digitization has increased enormously, and we had to be more agile in these tasks that have a great impact on productivity.
On the other hand, one of the objectives of our corporate social responsibility plan is to reduce the use of paper through the program ‘Office without papers’, and boosting digitization was essential for this purpose.
[MCPRO] What were the main needs to be covered? What features did you have the highest priority when introducing new equipment?
[José María Cervigón] The first need was to simplify processes and integrate our devices into our business flows.
The devices had to be intuitive and improve the user experience, and as administrators they had to be devices that were easy to integrate, with lightweight drivers and centralized administration that allowed efficient and dynamic management of functionalities.
[MCPRO] More than 15 suppliers submitted to the bidding process. What struck you the most about the Sercopi and Brother offer?
[José María Cervigón] The offer surprised us enormously due to its quality-price, a very economical pay-per-use management, a toner collection and recycling system, low electricity consumption, duplex printing, and above all a team with high-end features at a very affordable price. .
[MCPRO] How is the new solution installed? How was the migration process to the new solution undertaken?
[José María Cervigón] We have currently equipped each of the offices with two Brother peripherals: an HL-L6450DW monochrome laser printer and an MFC-L6950DW monochrome laser multifunction machine.
Sercopi was key in the installation process, since the equipment was previously configured, achieving a “plug and play” effect and installing about 50 equipment weekly during business hours and without interrupting the service.
[MCPRO] What advantages does the new solution bring to Caixa Popular? How does it allow you to be more efficient and productive? And to offer a better service to your customers?
[José María Cervigón] The main advantage is Brother’s advanced Custom User Interface (CUI) solution, which allows you to customize the LCD screens of scanners and multifunction printers with workflow icons tailored to the needs of each specific user.
This advanced Brother CUI solution has a direct impact on productivity, since just by clicking on an icon on the scanning panel we scan and send the document to the destination. This improvement allows us to reduce operating times and dedicate this time to what is really important, which is the attention to our customers.
[MCPRO]How has the work of the IT department changed? What are the daily processes that have benefited the most from the change?
[José María Cervigón] From our department we have the ability to centrally manage the 150 installed devices, and we have the ability to dynamically generate new functionalities and quickly adapt to new business needs.
And it is all thanks to the CUI functionality that allows us the centralized administration of the LCD panels of all the devices.We have greatly improved the documentation exchange processes between our Offices and Central Services, and the document management since the documents are sent to the ultimate destination with hardly any manual interaction.
[MCPRO] What new challenges does Caixa Popular face in its digital transformation processes? What technologies do you think will be key in the medium term and will have a greater impact on the financial industry?
[José María Cervigón] Within our Corporate Social Responsibility actions we must continue to evolve in the digital transformation. We continue to be firmly committed to digitization and are integrating Brother’s ADS-2800W scanner with CUI technology.
Regarding technologies, we think that artificial intelligence, the use of chatbots, fraud control and cybersecurity, and the implementation of RPA projects will be key in the financial industry.
And all this should allow us to continue with our firm lines of commitment to our clients, to continue opening offices, to continue looking our clients in the eye, to continue betting on our social vocalization, and without forgetting that thanks to our clients we are the first Valencian entity.
