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.
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:
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.
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E-Tickets: Request a ticket to visit an agency. |
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Schedule Appointments: Schedule a date and time to visit a specific branch |
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Reschedule Appointments: Modify your previously scheduled |
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Video calls: Request a virtual appointment for a specific date and time |
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Select what you want to do from the available options (Receive an E-ticket, Book an Appointment, Reschedule Appointments, or Schedule a Video Call). |
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Enter the requested fields. (Name, contact information, etc.) |
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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) |
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If you scheduled a video call, you will receive a notification to connect on your device |
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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 |
We are more than happy to investigate how we can work with you to transform your customers’ experiences every time they interact with your organization and dramatically increase your operational performance. Speak with our experts value the opportunity to combine their knowledge and experience with technology that enables an improved journey design and optimal customer experience.