Overview
BBVA (Banco Bilbao Vizcaya Argentaria S.A.) is a Spanish multinational financial services company, among the largest in the world. BBVA Peru embarked on a significant journey to optimize customer flow in their newly redesigned branches under the “Aurora” UX initiative and later extended these improvements across all branches in the country. This case study details the challenges faced by BBVA Peru, the solutions implemented, and the outcomes achieved, emphasizing BBVA’s commitment to customer-centric innovation.
The Need
As part of their branch transformation to create a seamless in-branch customer experience, BBVA needed to revamp the queue system technology, incorporating features such as:
- Scheduling Visits: Allowing customers to take a ticket and schedule a visit to the branch from their bank app.
- Advanced Analytics: Utilizing dashboards to continuously improve the in-branch customer experience.
- Personalized Experience: Customizing the experience from the moment the ticket is generated to the moment the customer is served and beyond.
Solution
To address these challenges, BBVA partnered with Wavetec to deploy the Spectra Cloud-based Queue System. Key features of this system included:
- Customized Calling Logic: Advanced calling logic to minimize customer wait times.
- Integration with BBVA’s Mobile App (Digital Turn): Seamless integration with BBVA’s mobile app via APIs, allowing customers to issue tickets for specific times and days before arriving at the branch.
- Digital Signage Integration with Samsung MagicInfo: A web-based display system with integrated security, compatible with MagicInfo-based TV screens and the existing content management system.
- Compliance with Physical Security Standards: Kiosks anchored to the floor with a special base designed to meet the bank’s standards.
- Hardware and Software Monitoring Alerts: Preemptive alerts via Grafana dashboards for proactive support actions at branches.
Outcomes
The implementation of the Spectra Queue System yielded significant benefits for BBVA Peru:
- Reduced Wait Times: Personalized calling logic decreased average wait times, allowing customers to be served more quickly.
- Enhanced Operational Efficiency: Staff could focus more on customer service rather than managing queues, improving overall service quality.
- Data-Driven Insights: The central reporting platform provided valuable data on customer flow and peak times, enabling informed decisions to enhance service further.
By adopting Wavetec’s Spectra Queue System, BBVA successfully improved their customer queuing experience, leading to a smoother, more efficient, and satisfying journey for their customers.