CASE STUDY Bac Guatemala v.e.0221 CASE STUDY • CUSTOMER BAC • INDUSTRY GUATEMALA Banking BAC Credomatic is present in six countries: Panama, Costa • LOCATION Rica, Nicaragua, Honduras, El Salvador and Guatemala. With a Guatemala wide geographic presence, the group has also been able to • SOLUTION increase its client base. It currently serves more than 2.2 million Improving the banking customer people and more than 100,000 companies. In Guatemala it experience through queue occupies the first place in profits. management - www .acf t e chnolog i e s . c o m THE CHALLENGE BAC Credomatic is focused on moving forward with a digitalization pro- cess in order to respond more efficiently to the needs of its customers. The group has launched several processes in order to be more efficient, increa- se specialization, allow faster response times and maintain a leading posi- tion in technological advances with digital platforms that improve the user experience and offer greater security, as well as comfort. By May 2017, they were testing a demonstration pilot of Q-Flow in their offices to ensure that Q-Flow worked as expected. Then, in June 2017, when the bank acquired another 13 branches, they decided to start using a new business model to improve the customer experience: a self-mana- ged process that would give them a unique and differentiated experience for their clients, like no other. It is based on an innovative, modern, customer-centered design. THE SOLUTION In ten days, ACF Technologies was able to install a fully functional Q-Flow solution in the BAC Credomatic technology area. They used this controlled test environment to: Use Q-Flow Kiosk SMS to give the client the option to perform another activity while waiting until their ticket is attended By integrating Q-Flow with BAC CRM, they offer personalized campaigns on Ticket, TV and Service Console It also identifies the client's needs /products /services by segment to help with business sales Identify the customer and print a ticket with their first and last name Integrate the software with a card reader, encrypted by the bank Use additional digital signage as part of the Q-Flow portal Include surveys after interaction www .acf t e chnolog i e s . c o m The tests have been opened to several departments, including technology, marketing and customer experience. During this time, technology employees were able to see how well ACF Technologies was able to integrate their encrypted readers, information security and servers. The marketing department was able to work with the centralized digital signage of ACF (information pages of Q-Flow Info-pages), load content from a playlist and create separate content agreements for different branches. The customer experience team was able to ensure that customers could be identified and prioritized by their appropriate segment. They then could start conducting additional sales campaigns. THE RESULTS Then it was time to extend Q-Flow to 13 different branches: each with a different flow and market segment, including a VIP solution for offices where the service is customized Six months later, BAC Guatemala replaced 100% of its branches using other systems and replaced those solutions with the Q-Flow Service In 2019, 85 branches were installed, which resulted in "BAC Credomatic Guatemala is a pioneer in corporate infrastructure" By implementing Q-Flow SMS notifications, BAC has reached 1.39% and 0.13% in cases of non-submission in the Customer Service and Tellers areas, respectively With Marketing one-to-one and Sales Tip, Q-Flow provides relevant customer information to staff, increasing sales At this time the Bank has reached 92% in productivity The tests were 100% successful www .acf t e chnolog i e s . c o m www.acftechnologies.com FUTURE PROJECTS As a result of the strong business relationship that has been built between ACF Technologies and BAC, as well as the excellent implementation of Q-Flow, BAC now has the directive to replace all of its queue management platforms with the Q-Flow Client Solution in El Salvador, Costa Rica, Guatemala, Nicaragua, Honduras and Panama. Q-Flow will be the only platform used by BAC to manage its customers through multiple channels. ACF has been a strategic partner in our route to digital transformation. Their support has been invaluable in improving the experience of our clients, and we are quite satisfied with all the support during and after implementation. Jessica Jurado Head of Customer Experience, Channel Management, BAC Credomatic To find out more about ACF Technologies’ Customer Experience Solutions, you can get in touch with us by booking a demo or sending us an email at acfi[email protected]. We’d love to help. www .acf t e chnolog i e s . c o m.