BAC Rolls Out Q-Flow Across Branch Network

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 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.

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.
• Integrate Q-Flow with BAC CRM to deliver personalized campaigns across tickets, digital signage, and service consoles, identifying client needs by segment.
• Include post-interaction surveys.
• Use additional digital signage as part of the Q-Flow portal.
• Enable Q-Flow kiosk SMS to allow customers to wait remotely while maintaining their place in the queue.

The tests were opened to several departments, including technology, marketing, and customer experience.

During this time, technology employees were able to validate integration with encrypted card readers, information security requirements, and server infrastructure.

The marketing department was able to manage centralized digital signage, create playlists, and tailor content by branch.

The customer experience team ensured that customers could be identified and prioritized by segment, enabling targeted engagement and additional sales opportunities.

The Results

• BAC Credomatic Guatemala concluded that the tests were 100% successful.
• Q-Flow was extended to 13 branches, each with tailored flows and segments, including VIP service models.
• Within six months, 100% of legacy queue systems were replaced with Q-Flow.
• In 2019, 85 branches were installed, positioning BAC Credomatic Guatemala as a leader in corporate infrastructure (Revista Summa).
• Productivity increased to 92%.
• In August 2019, teller operations handled 320,435 tickets with an average wait time of 3 minutes and 3 seconds.
• One-to-one marketing and sales enablement improved through real-time customer insights.
• Q-Flow SMS notifications reduced non-attendance rates to 1.39% in customer service and 0.13% in teller areas.

Future Projects

As a result of the strong partnership between ACF Technologies and BAC, and the success of the Q-Flow implementation, BAC has initiated a directive to standardize all queue management platforms across El Salvador, Costa Rica, Guatemala, Nicaragua, Honduras, and Panama using Q-Flow as the single omnichannel customer flow platform.