In late 2009 the banking crisis started to take hold across Europe, strangling growth and bringing many financial institutions to their knees. The effects have been long reaching and are still felt today. The banking sector is still suffering a slump in countries across the continent, forcing many companies to cut costs and drive efficiencies throughout their operations in order to navigate the crisis. Branches are closing, smaller banks are being acquired and the government has had to step in and bail-out some of the worst hit. In our latest case study, find out how CaixaBank, one of Spain’s leading banks, turned to HP Business Process Outsourcing (BPO) to help it centralise control, lower costs, quicken integration and weather the financial crisis.

1. How one bank
survived the
financial crisis
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2. CaixaBank, one of Spain’s leading banks,
turned to HP Business Process Outsourcing
(BPO) Services to help it centralise control,
lower costs, quicken integration and weather
the financial crisis.
Branches
Employees
Million
the number of transactions generated a year by CaixaBank.
This figure is expected to rise by20% with the addition of Banco Civica
and a further10% with the addition of Banco de Valencia.
Acquisitions of other banks increased the size of CaixaBank at a time
when the Spanish banking sector was cutting back.
6
The Challenge
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3. In late 2009 the banking crisis started to take hold across Europe, strangling
growth and bringing many financial institutions to their knees. The effects
have been long reaching and are still felt today.
In countries like Spain the banking sector is still suffering a slump, forcing
many companies to cut costs and drive efficiencies throughout their opera-
tions in order to navigate the crisis. Branches are closing, smaller banks are
being acquired and the government has had to step in and bail-out some of
the worst hit.
While many banks faltered, CaixaBank remained stable. And, with the acqui-
sitions of Banca Civica, a rival savings bank, and Banco de Valencia in 2013, it
grew its employee, branch and administration numbers while other banks
were making cuts.
To facilitate the integration of these acquisitions and drive efficiencies in
back office processes, CaixaBank wanted a BPO partner with a technology
roadmap
“It’s fair to say some of the most troubled
banks were the ones with decentralised
processes, with less standardisation. We
have a reputation for tight credit and
tight systems.”
Beatriz Kissler, Bank Services Operations Director, CaixaBank
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4. The Solution
CaixaBank turned to HP for a BPO solution that would help it not only sur-
vive the slump, but prosper and reinvent how a bank of the future will oper-
ate.
Aside from wanting to integrate the new additions quickly and cost effec-
tively, CaixaBank wanted to outsource much of its banking operations, ena-
bling it to focus its talent and resources on value-added business objectives.
It also wanted greater visibility into banking operations and to modernise its
key back office operations, including payment processing and issue resolu-
tion.
HP Enterprise Services began its partnership with CaixaBank by defining a
business model, working with the bank to develop indicators to focus on
information gathering. This involved adapting a commercial, systems moni-
toring product for real-time business analysis, while capturing data from
disparate sources. HP also aligned business processes with HP hardware,
improving interoperability and lowering supplier costs.
Modernise critical back
office operations
Greater visibility into
banking operations
Integrate new
acquisitions
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5. “All our processes are now centralised. We
need to bring in every one of the new
banks’services, spot the differences and
standardise them. In addition, the regula-
tory environment has changed com-
pletely. There are new laws every two or
three months. There is far more risk analy-
sis and transparency – and we’re doing
this because we want to, not just because
we’re being told to. It’s good for business.”
Beatriz Kissler, Bank Services Operations Director, CaixaBank
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6. The Outcome
Improved productivity per
operator after reassigning
20 employees to
value-added tasks
Annual savings achieved
by using HP technology to
refine processes and find
efficiencies
50%
3%
To quickly integrate CaixaBank’s acquisitions efficiently and cost effectively,
HP provided a complete solution from consulting to systems operations.
HP introduced a leading-edge business monitoring solution that has allowed
CaixaBank to centralise its processes and gain the tools it needs to perform
in-depth business analyses to enhance back office operational control.
It has helped bring greater visibility to banking operations by introducing a
near real-time control platform, giving employees anytime, anywhere access to
up-to-date data that enables them to make knowledgeable and informed busi-
ness decisions. All of this has helped smoothly absorb new acquisitions, allow-
ing CaixaBank to consider new projects.
Increased performance and savings
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7. Since the partnership began in 2006, CaixaBank has outsourced more work to
HP BPO, pushing it to find more innovative ways of refining processes and
cutting costs. So far, HP has helped the bank deliver 3% of annual savings.
Outsourcing processes to HP has also allowed CaixaBank to reallocate
resources, while maintaining operations in Spain and not off-shoring the work.
By reassigning more than 20 employees to value-added tasks, the bank has
improved productivity per operator by 50%. This has created exciting new op-
portunities for employee development, improving employee satisfaction and,
as a result, CaixaBank’s overall customer service experience.
Now HP BPO’s input has had a positive effect on head office operations, Caixa-
Bank is moving the focus onto the branches, as it attempts to redefine how a
bank of the future operates.
“The branch will play a different role in
the future. It may be a home for commer-
cial conversations, not transactions. We’re
working with HP to look at how we can
migrate branch operations to the back
office, and then to HP. There is an oppor-
tunity to reinvent what a bank looks like.”
Beatriz Kissler, Bank Services Operations Director, CaixaBank
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