Unicaja has launched a comprehensive incident management model aimed at enhancing operational efficiency and the customer experience through a more streamlined, consistent and transparent process. This initiative centralises management within a single environment, enabling timely tracking of each case and greater coordination between the teams involved.
The new model organises and standardises the processes associated with incident management, providing full traceability, greater internal visibility and consistent tracking of each case from opening to closure, improving multi-channel case management and accelerating resolution times.
The initiative is based on the implementation of ServiceNow CSM –one of the leading platforms in the market– and has been supported by NTT Data during its roll-out. This approach reinforces the evolution of internal processes and the organisation’s ability to offer increasingly agile and efficient customer service.
From an operational perspective, the project enables the optimisation of internal workflows and empowers teams to deliver more personalised, value-added service to customers. The bank’s objective is for every customer interaction to result in a simpler, more consistent and satisfying experience.
Technological and organisational transformation
This project is part of Unicaja’s 2025–2027 Strategic Plan, which identifies the transformation of internal processes as one of the key drivers for improving the customer experience.
“Our aim is to improve the speed with which we handle incidents in order to enhance the customer experience. To this end, we are driving forward an organisational and technological transformation which, through new tools and standardised processes, enables us to resolve issues more quickly,” said Cristo González, Unicaja’s head of Customer Experience and Change Management.
In this regard, she emphasised that this represents “a commitment to teamwork and to our dedication to the continuous improvement of service quality”.
With this initiative, Unicaja is advancing its strategy of integrating innovation into day-to-day management, reinforcing a customer service model that is more efficient, accessible and aligned with the expectations of customers and the financial market.
