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 major digital transformation to redefine the customer experience across its 278 branches nationwide. This initiative, aligned with its global “Aurora” UX program, sought to deliver a highly personalized, efficient, and digitally supported service journey. The transformation aimed to create modern branches that offer operational efficiency, reduced wait times, and improved customer flow.
BBVA partnered with Wavetec to deploy the Spectra Cloud-based Queue System to achieve this vision.
The Challenge
BBVA Peru identified key issues that traditional queuing systems failed to address:
- Long Wait Times & Inefficient Queuing: Customers often faced delays, as traditional systems lacked the flexibility to adapt dynamically to demand.
- Poor Scheduling & Visit Prediction: The lack of a system for customers to schedule visits led to uneven branch traffic and peak-time congestion.
- Lack of Integration/Personalization: The end-to-end experience was fragmented, limiting the opportunity for more personalized interactions and better branding.
- Limited Operational Insights: Managers lacked advanced analytics to gain visibility into customer flow patterns, bottlenecks, or staff performance.
Solution
Wavetec deployed its Spectra Cloud-based Queue System and complementary technologies to create a modern, integrated experience:
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- Spectra Cloud QMS: Provides customized calling logic, virtual ticketing, and digital turn management.
- BBVA Mobile App Integration (Digital Turn): APIs allow customers to generate tickets ahead of time, reducing physical wait.
- Digital Signage Integration: Seamlessly integrates with screens (like Samsung MagicInfo-based) for real-time updates.
- Advanced Analytics & Monitoring: Dashboards offer real-time stats on status, traffic, peak times, and service metrics.
- High-Availability Security Cluster: Ensures up to 99.9% uptime, meeting BBVA’s stringent security standards.
Customer Journey
The solution orchestrates the end-to-end customer journey, delivering predictability and a seamless flow:
Results & Impact
The partnership has successfully blended technology, design, and customer-centric thinking, leading to:
- Reduced Wait Times: Average wait times were reduced through digital turn scheduling and optimized logic.
- Enhanced Customer Experience: Providing predictability via app scheduling, smoother transitions, and less uncertainty.
- Operational Efficiency: Staff were freed from manual queue management, and resources were better allocated.
- Data-Driven Decisions: Reporting highlights bottlenecks, peak hours, and demand patterns.
- Consistency & Brand Experience: A modern, secure, branded experience aligned with the Aurora UX redesign.
BBVA Peru has elevated its branch experience, improved customer satisfaction, and increased operational effectiveness by enabling data-driven operations and reimagining the queueing process.
Conclusion
By re-imagining the queueing process, integrating mobile and signage technologies, and enabling data-driven operations, BBVA Peru has elevated its branch experience, resulting in enhanced customer experience and increased operational effectiveness. This initiative demonstrates how physical branches can become strategic assets when supported by the right digital tools.
