Success Story
Banco de Chile is one of the main banks in Chile with more than US $ 85 billion in assets. It has a network of more than 400 branches and offers a wide range of financial services to people, companies and SMEs as well as public and private institutions.
Challenge
Being a company with more than 12 thousand employees, the challenge of offering a good service is imperative.
Tablets were installed to survey people in branches, that were very complex themes. Experience in branches (Credict) Post attention in cash and internal service between areas where the marketing area evaluated other service areas, was monitored.
Solution
High level of improvement in branch service.
Incorporation of technology in care processes to shorten waiting times, both on attention windows and customer service.
Thanks to the Real Time Research Service of Global Metrics, we have significantly reduced implementation times, lifting and analysis of information in market studies. Today we can know in a few days the impact on the satisfaction of our clients due to the use of new technological platforms in our branches, quickly adjusting those variables that require it so.
Jimena Sanchez H.
Clients Research Chief
Quality Assurance
