Digital Transformation and Customer-Centric Approach by Cassa Centrale Group
Cassa Centrale Group Embraces Digital Transformation
The Cassa Centrale Group, a Cooperative Banking Group formed in early 2019, has successfully navigated the digital transformation landscape with a focus on flexibility and collaboration. This journey has set a precedent for other projects and fostered a greater awareness towards digital solutions.
The Group's digitalization project, a "pathfinder" in its own right, was achieved through an open innovation approach, partnering with the most suitable partners. This strategy enabled the Cassa Centrale Group to activate a necessary digital service in startup time.
One of the key challenges during this digital transformation was maintaining the relevance of human interaction. To address this, the Group implemented a solution that provides a remote signature procedure with Qualified Electronic Signature and video-recognition of customers.
During the 2020 pandemic, many bank branches remained open, but many members and clients were forced to stay at home. In response, the Cassa Centrale Group demonstrated that digitalization can be complementary and enhancing, not in opposition to a focus on relationships.
The Group's experience during the pandemic highlighted the need to maintain close relationships while enabling digital channels. To tackle this issue, the Cassa Centrale Group turned to Intesa (IBM Group) for a solution. However, the specific partner with whom they collaborated in 2020 to implement a remote signature regulation process with qualified electronic signatures and video-based customer identification was not identified in the provided search results.
Despite the digital shift, the Cassa Centrale Group values one-to-one communication and the centrality of people. Alessio Bonetti, Head of Digital of the Cassa Centrale Banca Group, spoke about the solution during the January 14 webinar "Remote Digital Contracts: How to Reinvent HR and Sales Areas".
With over 1,500 branches across the national territory, the Cassa Centrale Group was formed from the adhesion of 85 Credit Cooperatives, Rural Banks, and Raiffeisenkassen. The Group's digital solution has all the advantages of dematerialization, ensuring compliance with regulations and respect for formal controls. The Group's experience demonstrates that digitalization can find a place within any type of business.
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