Caixabank inks deal with Salesforce to bring CRM to digital banking
Spain’s CaixaBank has signed an agreement with Salesforce to develop innovation projects which fuse customer relationship management (CRM) with the digital transformation phase taking hold of banking.
The two announced their partnership in San Francisco at Salesforce’s Dreamforce event, where CaixaBank’s digital business executive president Jordi Nicolau, and chief information officer (CIO) Pere Nebot, met co-CEO of Salesforce Keith Block, to finalise the plan.
As part of CaixaBank’s 2019-2020 strategic plan, employees will be able to use these co-developed CRM tools to respond to the bank’s customers. Salesforce will also become a member of the ‘la Caixa’ banking foundation which helps people struggling to integrate in the labour market.
Similarly, the agreement reads that CaixaBank – now holding 15.6 million customers – will be included in Salesforce’s international research and development (R&D) programme for financial services, which compromises of “a small group of banks experimenting with new ways of approaching customers”.