To integrate a new solution that would enable the bank to use its customer information to maximize customer service and strengthen its market position.
Done.
Customer Contact Solutions
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Unisys & Banco de Credito del Peru (.WMV, 2:56) |
How a leader stays competitive
Banco de Credito is Peru's largest bank with over 30% market share, 220 branches and over a million customers. The Bank recently implemented Unisys Customer Contact Solutions throughout its branches, giving it a powerful customer information system that has dramatically improved its customer service and strengthened its market position. However, Banco de Credito continually strives to improve its offerings and to seek market differentiation in a region that is fiercely competitive. As a result, the bank has now implemented the solutions in the Call Center to expand its integrated retail delivery options and fortify its customer service capability.
"Unisys has given us a sophisticated customer information system which has supported us in gaining a reputation for fast, reliable and knowledgeable customer service," says Ricardo Bustamante, vice president for Project Development Services at Banco de Credito. "This was our first priority and is a significant competitive differentiator.
As Bustamante describes: "At Banco de Credito we are primarily using the solution to enhance our collections and claims capability, thereby improving effectiveness and reducing costs."
Extraordinary results
Bustamante is very pleased with the results: "Previously, our collections representatives spent nearly 70% of their time dialing the phone and getting no response. Now the solution's 'predictive dialing' capability dials automatically and alerts the representative when the phone is answered. Productivity is now at 85% and employees are available for other tasks because they don't spend so much time on collections. Given that we have already improved collections from US$700K to US$3M per month, we have seen a very rapid ROI."
Bustamante describes how the Bank has used the solution to build a customized information system that has now been implemented throughout its network of 220 branches: "When initially installing Customer Contact Solutions, our first priority was making transaction processing easier for tellers and faster for customers. Our legacy systems did not have a built-in concept of the customer," says Bustamante, "they only understood transactions. This solution, on the other hand, is built around the customer, so it not only manages transactions but also provides our employees with a detailed understanding of each client's needs and preferences."
Based on object-oriented technology, the solution gave Banco de Credito the flexibility to build a special field for every type of transaction, meaning that tellers can work on a single system regardless of what type of transaction the customer needs to perform. "We now know what kind of transaction a customer is carrying out from a simple code, and tellers don't have to waste valuable time calling up a special menu for each kind of account," says Bustamante. "Our tellers can use a single process for more than 1,000 different transactions, and customers get their money in half the time of our old system."
"Before implementing the new solution, Banco de Credito's customers had to face very long queues and tellers could not afford time to do anything but process transactions." As Bustamante says, "because the solution has made us more efficient, we have the time to cross-sell and offer new services to our customers while they are at the teller window."
Expanding for the Future
The new delivery system is also enabling Banco de Credito to expand its business geographically. In the provinces outside of Lima, one of the biggest benefits of the Customer Contact Solutions is that transactions can be conducted off-line without harming the integrity of the data. If a communications link with Lima fails, the teller can continue to serve customers on his or her workstation and download the information to the central system once communication is restored.
Customer Contact Solutions also support the Bank's future plans for increasing its product and service portfolio. As Bustamante concludes: "We have big plans for the future, and Customer Contact Solutions provide the scalability and tools to fulfill this vision and constantly improve the way we serve our customers."
