Bankia introduces the “speedy customer service” initiative in its new Ágiles branches. B ankia was founded in 2010 following the merger of six regional banks. In 2013, Bankia decided to meet one of the major needs of its banking customers: accessibility, giving both, customers and non- customers, the option of going to the bank outside regular opening times and providing them with great service. THE CHALLENGES Bankia is creating a new type of bank that is open from 8:15 a.m. until 6 p.m. These branches allow customers and non-customers to pay bills and make transfers during hours that are different from other banks’. As their name indicates, these branches need to be Ágiles [agile], and the challenge was to provide fast and satisfactory service. THE SOLUTION Qmatic performed

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