Innovation

Carlos Hank González, his partners, and employees have worked to implement these strategies to achieve their objectives.

Some of the most significant activities for the employees:

1. Covid 19 measures implementation committee for employees.
2. COVID-19 newsletter
3. Preventive measures courses for customers and users in your branch.
4. Branch access protocol "Banorte with you". And above all, monthly surveys to measure employee confidence in Banorte during the pandemic. They measure mood, motivation, commitment, productivity, and physical and mental health.

For clients:

1. “Stay At Home” Campaign.
2. (Multicommerce): Incentivize purchases in stores at interest-free months that respond to the needs of customers in times of pandemic: exercise, entertainment, and “create your home office space.”
3. Payment plans (Flex Plan): Fixed payment plan to selected clients after the end of the support programs.
4. Campaigns and experimental communication to customers to promote a saving culture to have additional support in case of emergency.
5. “Banorte Woman”: Exclusive offer for women with special benefits that provide them with security: assistance package and free insurance.
6. Support to SMEs
7. Hospital equipment donations (respirators, medical equipment and others).
8. Groceries donation to low-income families throughout Mexico. (Grupo Financiero Banorte)

Inspiration

The customer inspires Banorte to continue with its sustainable objectives.

The company has several plans for health and well-being to raise awareness of employee and customer care. During the pandemic, Banorte took the initiative to send its employees to work in the home office. It was an incentive to develop all the health care and wellness activities.

"We adapted different modalities in terms of services. There was support for small and medium-sized companies along with consumer credits. We were aware that there was high unemployment, and many companies closed down, which meant that people who had some financial credit could not pay their monthly payments. So we implemented a series of activities to support the client". Norma said.

These have helped all the customers to balance their payment methods.

"Now that we are back in the office with the required health measures, we are getting used to the conditions with the proper care. We have been working on attractive campaigns for all SMEs and individuals with credit cards, some insurance or some benefit in the checking account. Therefore, the institution is very focused on economic growth".

The financial institution provides them with growth and economic support in this situation. Banorte is inspired to implement many types of services and benefits.

Based on her experience, Norma has told us that she has participated in different growth projects for the company, in which she has worked with the client. She told us that it takes dedication to be involved in one of those projects. She also said that this fills her with satisfaction to achieve these objectives since it is hard work.

"I feel satisfied and happy with my work achievement... I learned from my colleagues and my bosses. It gave me strength and security". Angélica Norma Osorio Dorca, Digital Solutions Manager.

Overall impact

• Family remittances
• In 2020, even with the difficulties of the pandemic, 30,000 new accounts were opened and received family remittances during the year.
• 121.5 thousand customers signed up (flex program)
• More than 33,000 memberships benefited from Support Program For Affiliated Businesses
• 100% of employees benefited from protection supplies.
• They were the first bank that allowed to request appointments for branch service through WhatsApp, another strategy to protect their customers, avoiding the concentration of people at branches.
• 368,104 families aided by Banorte Foundation (Grupo Financiero Banorte)

Business benefit

• Banorte was ranked Best Bank in Mexico in the Lafferty 1,000 Global Banking Database ranking, standing out among 1,000 banks for its customer-focused approach.
• Banorte ranked number 9 as one of the best companies to work for in terms of diversity and inclusion, according to Great Place to Work.
• Grupo Financiero Banorte ranked third in The Best Places to Work ranking in the Banking, Insurance and Finance sector.
• Grupo Financiero Banorte was once again selected to be part of the Dow Jones MILA Sustainability Index.
• Banorte became a founding member of the Net Zero Banking Alliance, convened by the UN. (Grupo Financiero Banorte)

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Social and environmental benefit

1. Healthy environmental work values.
2. Effective customer service
3. Provides physical and mental health to the community through its programs.
4. Banorte has the best business initiatives in favor of the country's forests.
5. It has an innovative value proposition that combines the best in financial services and e-commerce for the community.

Interviews

Angélica Norma Osorio Dorca, Digital Solutions Manager

Angélica Norma Osorio Dorca, Digital Solutions Manager

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