Davivienda innovates with Video Banking

Davivienda is a Colombian bank that is part of the Empresarial Bolivar Group, which has helped people, families, and companies meet their objectives for more than 75 years.

Recognized for their unique management style, which is achieved through effective communication, they are one of the five most valuable brands in Colombia and the first bank to receive public recognition in the country.

Davivienda has more than 17,000 employees, serving more than 10 million customers in 725 offices, and has around 2,600 ATMs across the region. In addition to its headquarters in Colombia, Davivienda has offices in Panama, Costa Rica, Honduras, El Salvador, and Miami in the United States.

The challenge

Due to the pandemic, the entire banking sector had to find ways to maintain contact with its customers and make them feel the peace of mind that is needed in such a complicated process.

Clients wanted to stay informed about their finances, investments, and savings, but due to global government regulations, attending an agency was virtually impossible. In the specific case of Honduras, the restrictions were quite strong, with rules that allowed citizens to leave their homes only twice a month, though many used these opportunities to buy food and basic necessities. With such strong limitations and lockdowns in place, many organizations were having to completely rethink their customer service strategy.

Considering these limitations, Davivienda Honduras identified 3 main challenges that they needed to solve in order to continue providing their service in the most accessible way possible:

• How can we maintain a close relationship with the customer?
• How can we bring commercial offers to the clients’ homes without physical contact?
• How can we get executives to keep our customers’ attention without seeing them in an office and compromising their health?