Company: BCDRF
Filing Date: 2025-02-28
Form Type: 20-F
Source: 0000891478-25-000054
Chunk: 474

Company: Banco Santander, S.A.
Filing Date: 2025-02-28
Form: 20-F
Chunk 474
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 branch organization in Brazil and Chile. Additionally, our strategy to promote a self-service model is producing results, as chatbot interactions increased during the year and contact centre call volumes decreased. This has freed up time to be spent on value-added tasks and has contributed to greater efficiency.

• Global technology platform. The roll out of the global platform is especially relevant for business transformation. This platform is based on two proprietary technologies developed in-house: i) Gravity, with open technologies to reduce back-end costs; and ii) ODS, deployed in the cloud for the front-end, offering a superior omni-channel experience to our customers.

During the year, we completed the initial integration of Gravity and ODS in the US, which enables us to provide a new digital offering and the best customer experience. We also completed the migration of our customers in the UK to the new app. In addition, we are rolling out our global commercial tool to support branches in Spain and Mexico.

• Profitable growth. Structural efficiency improvements that the global platform's scale provides and disciplined capital management, together with increased simplification and process automatization were significant drivers of profitable growth. Additionally, enhanced customer experience and a greater commercial focus drove further customer growth and profitability improvement.

| Retail. Customers                 |
| Thousands and year-on-year change |

|                  |     |     |     |  Retail |     | Europe |     |        |     |        |     |   North 
 America |     |        |     |   South 
 America |     |        |
| Total customers  |     |     |     | 147,140 |     | 46,576 |     | 15,140 |     | 22,493 |     |  21,275 |     | 21,261 |     |  79,289 |     | 68,882 |
|                  |     | +6% |     |     +1% |     |    +2% |     |     0% |     |    +4% |     |     +4% |     |   +10% |     |    +11% |     |        |
| Active customers |     |     |     |  79,079 |     | 28,806 |     |  8,689 |     | 13,604 |     |  10,859 |     | 10,845 |     |  39,414 |     | 32,552 |
|                  |     | +5%