Cassa di Risparmio di Asti (also known as Banca di Asti) is an Italian savings bank based in Asti, Piedmont. With 137 branches, it serves the Piedmont and Lombardy regions and is expanding rapidly in the Veneto and Liguria regions. The continuous evolution of the financial market constantly sets new challenges for financial institutions such as Banca di Asti, pushing them to improve services, meet or exceed customer expectations, and optimise operational costs.
Q-Flow played a major role in increasing the use of ATMs and kiosks for self-service transactions by prioritising cardholders. Q-Flow also supported an effective marketing campaign implemented throughout the migration process.
The use of Q-Flow is gradually expanding across the organisation and reaching even the smallest branches. Banca di Asti is currently reviewing kiosk workflows and digital signage content to strengthen the relationship between customers and their personal banking agents. The bank is running a pilot kiosk that displays agents’ photos on the user interface and prints the selected agent’s contact details on the service ticket.
The bank is also testing a digital branch concept, where a group of online agents remotely supports customers with various banking activities, such as internet banking transactions and scheduling appointments for physical branches. These agents also manage outbound promotional campaigns.
Looking ahead, the bank expects Q-Flow to become even more deeply integrated with its internal information systems, further simplifying daily operations and enhancing overall customer satisfaction.