DIGITAL CHANNELS/INNOVATION
Improving constantly, with simpler and more friendly interfaces, the digital channels are an essential feature in client relations in order to fully meet their needs, providing them with mobility and independence to boost their business with us.
In the current convergent environment, the challenge is to ensure a faster, safer and more convenient banking experience to enable different client profiles to choose where to access the bank’s services and to attract new clients to our solutions.
In addition to the traditional and consolidated service channels, self-service, telephone service and internet banking, clients and users have at their disposal a broad range of products and services via the mobile telephone channel Bradesco Celular, available for all cell phones, from the most simple to the most sophisticated.
In 2016, 94% of our transactions took place via digital channels, totaling 12.5 billion operations – of which 41% via Bradesco Celular (more than 5.4 billion transactions). The segmentation model also provides company clients with mobile telephone services by means of Bradesco Net Empresa.
Overall, Bradesco Celular accounted for 41% of all transactions in 2016, the Internet, 36%, Self-Service, 15% and Telebanking (Telebanco), 2%.
Bradesco also maintains an active presence on the main social platforms, seeking to establish and reinforce connections on a daily basis, with relevant content for the public, co-creation with digital content developers and seamless relations with clients and the general public.
We launched the 3rd edition of the inovaBra startup program.
INNOVATIONS IN ONLINE CHANNELS IN 2016
Bradesco Celular
Application for individual account holders
- Modern navigation and improved usability experience with fewer steps to complete the transaction
- New services: smart payment (it differentiates tax bills), PDF reader – payment of bills received via email directed to the application with the bar code filled out automatically, consultation of balances, investments and capitalization bonds, consultation of credit card limits
- Biometrics technology (Touch ID/Fingerprint): implantation of new resources, such as 3D Touch (iOS system)
- Programmed self-service withdrawal via Near Field Communication (NFC –Android system)
Net Empresa business application for mobile telephones
- Biometrics technology (Touch ID/Fingerprint) for access to account and to security key and the use of QR Codes to approve transactions
- New services: credit card (to consult balance, statement and limit, rotating credit and unblocking), Automatic Direct Debit (DDA – for consulting and paying payment orders), requesting and unblocking check books and investments (Funds and Certificates of Deposit -CDB)
Launch of new applications
- Bradesco Cartões (Cards) – access to key information about Bradesco and Bradescard credit cards, as well as services to make life easier for the credit card holder, all in one place
- Bradesco Financiamentos (Finance) – access to information about contracts, as well as services such as copies of bills, early settlement, among others
- Private segment
SOCIAL NETWORKS
- Contents published on all Bradesco proprietary platforms (Facebook, Instagram, Twitter, YouTube, Google+, Snapchat)
- Newsroom in Rio de Janeiro in operation every day of the Olympic and Paralympic Games, when we gained the highest share of voice in the social networks and an average positive rating of 80%
- Launch of our profile on Snapchat
- Use of live format on Facebook
- Co-creation of contents with youtubers and digital content creators
- 24-hour service on the social networks with more than 1.8 million mentions of the brand, 310,000 interactions and 2,000 acclaims
SELF-SERVICE
- Immediate deposit: more than 100 machines installed in branches permitting real time deposits without envelope
- 100% cardless transactions – in which the client operates the account just with biometrics and a password
- Withdrawals in Brazilian sign language Libras in ATMs
- Programmed withdrawal via mobile telephone: the amount is configured on the application and when the client approaches the NFC enabled ATM, he/she makes the withdrawal more rapidly without using a card
- Activation of MToken via ATM, with greater convenience, speed and flexibility for the client
Internet banking
Individual
- Remittance of supporting documents in batches via email
- Consortium room (Automobiles/Real Estate/HGV) – proposals, simulations and contracting
- New home broker
- Launch of access via CPF (individual tax number) to special area for credit card clients who are not account holders
- Online commercialization of Bradesco travel and residential insurance
- Online commercialization of tailor-made Bradesco Seguros PGBL and VGBL private pension plans
Companies
Net Empresa
- Transaction authorization service using QR Code technology for alteration of limits, registration of accounts and tax payments
- Implantation of economic group in Net Empresa, enabling management of more than one company simultaneously
- Check deposit via scanner – capture and remittance of image of check for cash deposit
- Version of Exclusivo Bradesco navigator for users of Macintosh computers
- Multipag Bradesco (service for paying suppliers, salaries and taxes): options include consultation, payment authorization/de-authorization and printouts of supporting documentation for payments
- Improvement in usability experience: up to 45 days notice of expiry of power of attorney of legal representatives, enabling user to take advantage of transactions that have expired or been refused; increase from 30 to 100 transactions per batch in the inclusion of operations; alerts about transactions requiring approval upon entering or leaving the channel and the possibility of the user altering the type of access
- Bradesco Collection: possibility of using negative credit rating as an alternative to notorial protest
TELEBANKING
- Bradesco Artificial Intelligence (BIA) – Global launch of partnership with IBM for development of cognitive technology platform with intelligent solutions, Watson, available for all the branches
- New electronic services via voice commands, such as payment orders/electronic transfers, authorization to use internet banking and Bradesco Celular, cancellation of cards and checks
- Private client service cell via Telebanking Bradesco
- Tourist Support Center – support for tourists during the Rio de Janeiro Olympic Games
- Client and employee support – incorporation of HSBC Brasil
- Welcome Center for Branches
- Welcome Center for Clients
- Portability Support Center