Case Study - Banco Promerica

Overview

Promerica Bank started operations in El Salvador in 1996. Today, Promerica Bank El Salvador is known for its innovative products, high-quality service, extended hours, and attention from Monday to Sunday. Supported by innovation and constant strengthening of its customer service culture, Promerica Bank El Salvador continues to strengthen its commitment and growth.

The Challenge

Promerica Bank El Salvador used to rely on a single wait line system for the attention of regular clients and an additional line for the care of the elderly, pregnant, and special needs individuals.

Promerica became aware that with the high volume of customers and daily transactions, manual processes were no longer an option because of the negative impact on the customer and contributor experience. The bank was therefore eager to find a solution to optimize the performance of its agencies and ensure that its customer service was of the best possible quality.

The Solution

In their evaluation process, Promerica Bank El Salvador decided that Q-nomy's Q-Flow® was their best option because of its adaptability to the needs of their business, for its excellent technical and service support scheme, and for having the possibility to expand the offer of services to other products related to the user experience.

Q-Flow allows the bank to centralize the management of agencies and collaborators, having control of the number of customers served, service and wait times, and organization productivity, among others.

In addition, the bank integrates databases with Q-Flow to identify its customers, allowing for a more personalized customer experience. At the same time, they use the screens as digital signage to advertise next shifts, take care of shifts, and display advertising information for customers while they wait.

The Results

With the implementation of Q-Flow, Promerica Bank El Salvador achieved improvement in the productivity of employees, in addition to having the ability to segment and guide referrals of business processes, such as automatic charges, insurance, or pre-approved credits.

• The change from a single-row model allows customers to wait comfortably
• By focusing the teams and having measurement schemes, a productivity of more than 10% per collaborator was achieved
• A referral scheme from the teller area to the business area (Customer Service) was established, increasing sales
• The solution enabled the segmentation of clients for attention and an offer of differentiated services
• Average customer wait time has been significantly reduced

"With the implementation of Q-Flow throughout our agencies, we now have control and continuous information to improve processes, resulting in an overall greater speed and quality of our customer experiences. "

— Isaac Portillo, Assistant Manager of Banking at Bank Promerica, El Salvador