Banco Industrial expands coverage through video calls with ACF

Banco Industrial is part of Grupo Financiero Corporación BI. It is one of the largest corporations in Guatemala and Central America with more than 4,000 points of service in the region. In Guatemala, they offer different types of financial services and products for all customers. With more than 667 agencies, banking agents carried out more than 15.3 million transactions throughout the country in 2020.

In 2015, because of their strong trajectory and branding efforts, Banco Industrial entered the Marketing Hall of Fame in Guatemala as a Great Brand, becoming the first bank to achieve this recognition.

The challenge

Previously, in-person interaction for services was the only option available to customers. Appointments had to be requested directly at the branch, without any alternatives or options to suit individual customer needs.

The bank sought alternative methods for customers to create scheduled and personalised appointments with representatives or executives, including multiple channels for appointment booking and transaction services. This approach aimed to increase performance and streamline transactions, allowing the bank to shorten wait times and serve more customers.

The bank also wanted to expand service coverage to customers who lived abroad or were temporarily located outside the country. In addition, it wanted to provide service alternatives for customers who preferred digital channels or could not physically visit branches.

The main objectives of the project were:

1. Create appointments and reserve spaces in physical branches with representatives or executives.
2. Increase product placement through video calls with fully virtual customer service.
3. Allow customers to avoid waiting in line at branches.
4. Increase the Net Promoter Score (NPS).

The solution

Q-Flow is an easy-to-use tool for branch managers, representatives, and collaborators. It helps users visualise the steps required to serve a customer within a scheduled appointment or reserved space at a physical branch.

Feature	Description
	E-Tickets: Request a ticket to visit a branch.
	Schedule appointments: Select a date and time to visit a specific branch.
	Reschedule appointments: Modify a previously scheduled appointment.
	Video calls: Request a virtual appointment for a specific date and time.

Q-Flow also offers fully integrated solutions with SMS, email, and video calling.

How it works

Step	Description
	Select what you want to do from the available options such as receiving an e-ticket, booking an appointment, rescheduling an appointment, or scheduling a video call.
	Enter the required information such as name and contact details.
	After confirming the request, you will receive an email or SMS with a code for your ticket or appointment, or a link for a video call.
	If you scheduled a video call, you will receive a notification to connect using your device.
	If you selected a ticket or appointment, enter your code or PIN at the branch kiosk when you arrive.

Results

• Significant increase in Net Promoter Score (NPS).
• Customers located abroad can schedule video calls that suit their availability.
• Representatives and executives can begin addressing requests earlier, reducing service time and increasing productivity.
• A dedicated internal web page now allows customers to book both physical and virtual appointments.
• Customers can schedule meetings with service representatives and business executives to better plan their time and receive personalised service.