Banco Industrial expands coverage through video calls with ACF

BANCO INDUSTRIAL
GUATEMALA

Banco Industrial is part of Grupo Financiero Corporación BI. It is one of the largest corporations in Guatemala and Central America with more than 4,000 points of service in the region. In Guatemala, they offer different types of financial services and products for all customers. With more than 667 agencies, banking agents carried out more than 15.3 million transactions throughout the country in 2020. 

In 2015, because of their great trajectory and branding efforts, Banco Industrial entered the  Marketing Hall of Fame in Guatemala as a Great Brand. It is the first bank to obtain this achievement.

THE CHALLENGE

In-person interaction for services were all that were available to customers. Appointments had to be requested directly at the branch, without any alternatives or options to suit each individual customer’s needs. 

The bank sought alternative methods for the customers to create scheduled and personalized appointments with representatives or executives, such as multiple channels for appointment booking and transaction services. This would achieve the goals of increased performance and streamlined transactions, allowing the bank to shorten wait times and serve more customers.

We wanted to expand the coverage of the bank’s services by serving customers who lived or were temporarily located abroad. Further, we wanted to provide service alternatives to customers who were digital natives or could not physically visit the branches.

The main objectives of the project were to:

1. Create appointments and reserve spots in physical branches with representatives or executives.
2. Increase product placement through video calls with 100% virtual customer service.
3. Allow customers to avoid waiting in line at the branches.
4. Increase the Net Promoter Score (NPS)

THE SOLUTION

Q-Flow is an easy-to-use tool for branch managers, representatives, and collaborators. It helps users visualize the steps to follow to serve a customer within their appointment or reserved space at a physical branch. 

	E-Tickets: Request a ticket to visit an agency.
	Schedule Appointments: Schedule a date and time to visit a specific branch
	Reschedule Appointments: Modify your previously scheduled appointment
	Video calls: Request a virtual appointment for a specific date and time

Q-Flow also offers fully integrated solutions with SMS, email, and video calling.

How does it work?

	Select what you want to do from the available options (Receive an E-ticket, Book an Appointment, Reschedule Appointments, or Schedule a Video Call).
	Enter the requested fields. (Name, contact information, etc.)
	Once your request is confirmed, you will receive an email and/or SMS with the Code (E-ticket or Appointment) or a link (Video Call)
	If you scheduled a video call, you will receive a notification to connect on your device
	If you chose a Ticket or booked an Appointment, when you arrive at the agency you will have to enter the Code or PIN (Personal Identification Number) to identify yourself at the entrance kiosk

RESULTS

• There has been a significant increase in the NPS
• Clients located in foreign countries can schedule their own video calls to fit their needs
• Representatives and executives can start addressing customer requests before they are submitted, which decreases service times and increases productivity and performance
• An internal web page is now available so that customers can make their physical or virtual appointments, thus offering innovation and different alternatives
• Now it is possible to schedule appointments with service representatives and business  executives to better plan customers' time and provide them with the personalized experience they require