{"id":77112,"date":"2024-08-03T06:07:49","date_gmt":"2024-08-03T06:07:49","guid":{"rendered":"https:\/\/www.wavetec.com\/?post_type=portfolio&#038;p=77112"},"modified":"2025-12-03T11:07:17","modified_gmt":"2025-12-03T11:07:17","slug":"bbva-peru","status":"publish","type":"portfolio","link":"https:\/\/www.wavetec.com\/es\/case-studies\/bbva-peru\/","title":{"rendered":"BBVA, Peru"},"content":{"rendered":"<p>[vc_row css=&#8221;.vc_custom_1690894080195{padding-top: 50px !important;padding-bottom: 50px !important;}&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text]<\/p>\n<h1 style=\"color: #000;\">BBVA Peru: Pioneering Digital Branch Transformation with Customer-Centric Innovations<\/h1>\n<p>[\/vc_column_text]<div class=\" ubtn-ctn-left \"><a class=\"ubtn-link ult-adjust-bottom-margin ubtn-left ubtn-normal \" href=\"https:\/\/info.wavetec.com\/book-a-free-demo-today?utm_source=organic&amp;utm_medium=case-study&amp;utm_campaign=leads\" target=\"_blank\" rel=\"noopener\"><button type=\"button\" id=\"ubtn-2256\"  class=\"ubtn ult-adjust-bottom-margin ult-responsive ubtn-normal ubtn-no-hover-bg  none  ubtn-left   tooltip-69dbe935e4c71\"  data-hover=\"#ffffff\" data-border-color=\"#ffffff\" data-bg=\"#ff9500\" data-hover-bg=\"#ff9500\" data-border-hover=\"#ff9500\" data-shadow-hover=\"\" data-shadow-click=\"none\" data-shadow=\"\" data-shd-shadow=\"\"  data-ultimate-target='#ubtn-2256'  data-responsive-json-new='{\"font-size\":\"desktop:18px;\",\"line-height\":\"\"}'  style=\"font-family:&#039;Poppins&#039;;font-weight:600;border-radius:5px;border-width:2px;border-color:#ffffff;border-style:solid;background: #ff9500;color: #ffffff;\"><span class=\"ubtn-hover\" style=\"background-color:#ff9500\"><\/span><span class=\"ubtn-data ubtn-text \" >Get Started For Free<\/span><\/button><\/a><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;77113&#8243; img_size=&#8221;full&#8221; alignment=&#8221;center&#8221; el_class=&#8221;image__radius&#8221;][\/vc_column][\/vc_row][vc_row][vc_column][vc_row_inner el_class=&#8221;flexing__section&#8221;][vc_column_inner][vc_column_text]<\/p>\n<h2><span style=\"color: #000000;\">Overview<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">BBVA Peru, a key part of one of the world&#8217;s leading global financial institutions, embarked on a major <\/span><a href=\"https:\/\/www.wavetec.com\/\"><span style=\"font-weight: 400;\">digital transformation<\/span><\/a><span style=\"font-weight: 400;\">\u00a0to redefine the customer experience across its 278 branches nationwide. This initiative 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.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">BBVA partnered with Wavetec to deploy the <\/span><a href=\"https:\/\/www.wavetec.com\/solutions\/spectra-queue-analytics-software\/\"><span style=\"font-weight: 400;\">Spectra Cloud-based Queue System<\/span><\/a><span style=\"font-weight: 400;\">\u00a0to achieve this vision.<br \/>\n<\/span> <b>Impact:<\/b><span style=\"font-weight: 400;\"> Reduced average wait times through digital turn scheduling, improved staff operational efficiency, and a consistent, data-driven experience<\/span><\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row content_placement=&#8221;middle&#8221;][vc_column][vc_column_text]<\/p>\n<h2><span style=\"color: #000000;\">The Challenge<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">BBVA Peru identified key issues that traditional queuing systems failed to address:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Long Wait Times &amp; Inefficient Queuing:<\/b><span style=\"font-weight: 400;\"> Customers often faced delays, as traditional systems lacked the flexibility to adapt dynamically to demand.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Poor Scheduling &amp; Visit Prediction:<\/b><span style=\"font-weight: 400;\"> The lack of a system for customers to schedule visits led to uneven branch traffic and peak-time congestion.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Lack of Integration\/Personalization:<\/b><span style=\"font-weight: 400;\"> The end-to-end experience was fragmented, limiting the opportunity for more personalized interactions and better branding.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Limited Operational Insights:<\/b><span style=\"font-weight: 400;\"> Managers lacked advanced analytics to gain visibility into customer flow patterns, bottlenecks, or staff performance.<\/span><\/li>\n<\/ul>\n<p style=\"text-align: left;\">[\/vc_column_text][\/vc_column][\/vc_row][vc_row el_class=&#8221;row&#8211;solution&#8221;][vc_column][vc_column_text]<\/p>\n<h2><span style=\"color: #000000;\">Wavetec&#8217;s Solution<\/span><\/h2>\n<p style=\"text-align: left;\">[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text]<\/p>\n<p><span style=\"font-weight: 400;\">Wavetec deployed its Spectra Cloud-based Queue System (with end-to-end encryption, certified with ISO 27001, SOC Type 2) to create a modern, integrated experience:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.wavetec.com\/solutions\/spectra-queue-analytics-software\/\"><b>Spectra Cloud QMS<\/b><\/a><b>:<\/b><span style=\"font-weight: 400;\"> Provides customized calling logic, virtual ticketing, and digital turn management.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>BBVA Mobile App Integration (Digital Turn):<\/b><span style=\"font-weight: 400;\"> APIs allow customers to generate tickets ahead of time, reducing physical wait.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.wavetec.com\/solutions\/digital-signage\/\"><b>Digital Signage Integration<\/b><\/a><b>:<\/b><span style=\"font-weight: 400;\"> Seamlessly integrates with screens (like Samsung MagicInfo-based) for real-time updates.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><a href=\"https:\/\/www.wavetec.com\/solutions\/spectra-queue-analytics-software\/reporting\/#reporting\"><b>Advanced Analytics &amp; Monitoring<\/b><\/a><b>:<\/b><span style=\"font-weight: 400;\"> Dashboards offer real-time stats on status, traffic, peak times, and service metrics.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>High-Availability Security Cluster:<\/b><span style=\"font-weight: 400;\"> Ensures up to 99.9% uptime, meeting BBVA&#8217;s stringent security standards.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-84717 aligncenter\" src=\"https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/08\/collage-bbva.png\" alt=\"\" width=\"1206\" height=\"1018\" title=\"\" srcset=\"https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/08\/collage-bbva.png 1206w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/08\/collage-bbva-300x253.png 300w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/08\/collage-bbva-1024x864.png 1024w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/08\/collage-bbva-768x648.png 768w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/08\/collage-bbva-500x422.png 500w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/08\/collage-bbva-173x146.png 173w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/08\/collage-bbva-50x42.png 50w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2024\/08\/collage-bbva-89x75.png 89w\" sizes=\"auto, (max-width: 1206px) 100vw, 1206px\" \/><\/p>\n<p>[\/vc_column_text]<div class=\" ubtn-ctn-left \"><a class=\"ubtn-link ult-adjust-bottom-margin ubtn-left ubtn-normal \" href=\"https:\/\/www.wavetec.com\/solutions\/spectra-queue-analytics-software\/?utm_source=organic&amp;utm_medium=case-study&amp;utm_campaign=leads\"><button type=\"button\" id=\"ubtn-5158\"  class=\"ubtn ult-adjust-bottom-margin ult-responsive ubtn-normal ubtn-no-hover-bg  none  ubtn-left   tooltip-69dbe935e4da9\"  data-hover=\"#ffffff\" data-border-color=\"#ffffff\" data-bg=\"#fe8630\" data-hover-bg=\"#ff9500\" data-border-hover=\"#ff9500\" data-shadow-hover=\"\" data-shadow-click=\"none\" data-shadow=\"\" data-shd-shadow=\"\"  data-ultimate-target='#ubtn-5158'  data-responsive-json-new='{\"font-size\":\"desktop:18px;\",\"line-height\":\"\"}'  style=\"font-family:&#039;Poppins&#039;;font-weight:600;border-radius:5px;border-width:2px;border-color:#ffffff;border-style:solid;background: #fe8630;color: #ffffff;\"><span class=\"ubtn-hover\" style=\"background-color:#ff9500\"><\/span><span class=\"ubtn-data ubtn-text \" >See How It Works<\/span><\/button><\/a><\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n<h2>Customer Journey<\/h2>\n<p><span style=\"font-weight: 400;\">The solution orchestrates the end-to-end customer journey, delivering predictability and a seamless flow:<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-84994 size-full\" src=\"https:\/\/www.wavetec.com\/wp-content\/uploads\/2025\/12\/customer-journey.png\" alt=\"\" width=\"2000\" height=\"1000\" title=\"\" srcset=\"https:\/\/www.wavetec.com\/wp-content\/uploads\/2025\/12\/customer-journey.png 2000w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2025\/12\/customer-journey-300x150.png 300w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2025\/12\/customer-journey-1024x512.png 1024w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2025\/12\/customer-journey-768x384.png 768w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2025\/12\/customer-journey-1536x768.png 1536w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2025\/12\/customer-journey-500x250.png 500w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2025\/12\/customer-journey-260x130.png 260w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2025\/12\/customer-journey-50x25.png 50w, https:\/\/www.wavetec.com\/wp-content\/uploads\/2025\/12\/customer-journey-150x75.png 150w\" sizes=\"auto, (max-width: 2000px) 100vw, 2000px\" \/><\/p>\n<h2>Results &amp; Impact<\/h2>\n<p><span style=\"font-weight: 400;\">The partnership has successfully blended technology, design, and customer-centric thinking, leading to:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Reduced Wait Times:<\/b><span style=\"font-weight: 400;\"> Average wait times were reduced through digital turn scheduling and optimized logic.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Enhanced Customer Experience:<\/b><span style=\"font-weight: 400;\"> Providing predictability via app scheduling, smoother transitions, and less uncertainty.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Operational Efficiency:<\/b><span style=\"font-weight: 400;\"> Staff were freed from manual queue management, and resources were better allocated.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Data-Driven Decisions:<\/b><span style=\"font-weight: 400;\"> Reporting highlights bottlenecks, peak hours, and demand patterns.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">BBVA Peru has elevated its branch experience, improved customer satisfaction, and increased operational effectiveness by enabling data-driven operations and reimagining the queueing process.<\/span><\/p>\n<h2>Conclusion<\/h2>\n<p>[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text]\u00a0<span style=\"font-weight: 400;\">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 <\/span><a href=\"https:\/\/www.wavetec.com\/case-studies\/?_categories=banking\"><span style=\"font-weight: 400;\">enhanced customer experience<\/span><\/a><span style=\"font-weight: 400;\">\u00a0and increased operational effectiveness. This initiative demonstrates how physical branches can become strategic assets when supported by the right digital tools.<\/span> [\/vc_column_text]<div class=\" ubtn-ctn-left \"><a class=\"ubtn-link ult-adjust-bottom-margin ubtn-left ubtn-normal \" href=\"https:\/\/info.wavetec.com\/free-introductory-consultation\/?utm_source=organic&amp;utm_medium=case-study&amp;utm_campaign=leads\" target=\"_blank\" rel=\"noopener\"><button type=\"button\" id=\"ubtn-7320\"  class=\"ubtn ult-adjust-bottom-margin ult-responsive ubtn-normal ubtn-no-hover-bg  none  ubtn-left   tooltip-69dbe935e4ebc\"  data-hover=\"#ffffff\" data-border-color=\"#ffffff\" data-bg=\"#fe8630\" data-hover-bg=\"#fe8630\" data-border-hover=\"#fe8630\" data-shadow-hover=\"\" data-shadow-click=\"none\" data-shadow=\"\" data-shd-shadow=\"\"  data-ultimate-target='#ubtn-7320'  data-responsive-json-new='{\"font-size\":\"desktop:18px;\",\"line-height\":\"\"}'  style=\"font-family:&#039;Poppins&#039;;font-weight:600;border-radius:5px;border-width:2px;border-color:#ffffff;border-style:solid;background: #fe8630;color: #ffffff;\"><span class=\"ubtn-hover\" style=\"background-color:#fe8630\"><\/span><span class=\"ubtn-data ubtn-text \" >Experience the Difference<\/span><\/button><\/a><\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>BBVA partnered with Wavetec to deploy the Spectra Cloud-based Queue System to optimize customer flow&hellip;<\/p>\n","protected":false},"author":18,"featured_media":84731,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"content-type":""},"portfolio-types":[102],"class_list":["post-77112","portfolio","type-portfolio","status-publish","has-post-thumbnail","hentry","region-americas","portfolio-types-banking"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.wavetec.com\/es\/wp-json\/wp\/v2\/portfolio\/77112","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.wavetec.com\/es\/wp-json\/wp\/v2\/portfolio"}],"about":[{"href":"https:\/\/www.wavetec.com\/es\/wp-json\/wp\/v2\/types\/portfolio"}],"author":[{"embeddable":true,"href":"https:\/\/www.wavetec.com\/es\/wp-json\/wp\/v2\/users\/18"}],"replies":[{"embeddable":true,"href":"https:\/\/www.wavetec.com\/es\/wp-json\/wp\/v2\/comments?post=77112"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.wavetec.com\/es\/wp-json\/wp\/v2\/media\/84731"}],"wp:attachment":[{"href":"https:\/\/www.wavetec.com\/es\/wp-json\/wp\/v2\/media?parent=77112"}],"wp:term":[{"taxonomy":"portfolio-types","embeddable":true,"href":"https:\/\/www.wavetec.com\/es\/wp-json\/wp\/v2\/portfolio-types?post=77112"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}