BAC Rolls Out Q-Flow Across Branch Network

ABOUT BAC Credomatic

BAC Credomatic is present in six countries: Panama, Costa Rica, Nicaragua, Honduras, El Salvador and Guatemala. With a wide geographic presence, the group has also been able to increase its client base. It currently serves more than 2.2 million people and more than 100,000 companies. In Guatemala it occupies the first place in profits.

The Challenge

BAC Credomatic is focused on moving forward with a digitalization process in order to respond more efficiently to the needs of its customers. The group has launched several processes in order to be more efficient, increase specialization, allow faster response times and maintain a leading position 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-managed 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.

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The Solution

Within 10 days, ACF Technologies was able to install a fully working solution of Q-Flow in BAC’s technology area. They used this controlled test environment to:

  • Identify the customer and print a ticket with their first and last name.

  • Integrate the software with a card reader, encrypted by the bank.

  • 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.

  • Include surveys after interaction.

  • Use additional digital signage as part of the Q-Flow portal.

  • Use Q-Flow Kiosk SMS to give the client the option to perform another activity while waiting until their ticket is attended.

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.

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The Results

  • BAC Credomatic Guatemala concluded that the tests were 100% successful.

  • 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" learn more from Revista Summa

  • At this time the Bank has reached 92% in productivity.

  • In August 2019, at BAC, the teller area had 320,435 tickets with an average wait time of 3 minutes and 3 seconds.

  • With one-to-one marketing and sales advice, Q-Flow provides relevant customer information to staff, increasing sales.

  • 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.

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.

Quote
ACF has been a strategic partner in our path to digital transformation. Their support has been invaluable in improving the experience of our customers. We are quite satisfied with all the support during and after implementation.
Jessica Jurado, Head of Customer Experience, Channel Management
BAC Credomatic, Guatemala
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