Wavetec's digital signage solution allows Interbank to improve customer service

Interbank Explora is the name of the project that this banking entity has carried out in its branches in Peru to optimize and personalize customer service.. Y, for it, Wavetec has implemented a centralized system that includes customized kiosks, the Donatello digital signage solution, LCD screens and the eQ Portal application to manage this infrastructure.

Interbank is one of the main financial institutions in Peru that provides services to more than 2 millions of customers and, since its foundation in 1897, has developed an active expansion process, in which a policy focused on high quality customer service stands out.

With a clear strategy of providing the brand with a human profile, aimed at improving customer relationships, Interbank proposed to undertake a radical change in the format of its service areas. The main objective of this change was to build a new banking experience that would bring the institution closer to its customers., within a collaborative scenario that would break with the traditional perception that consumers have of banks.

To launch this project, called Interbank Explora, The banking entity needed a technological partner with the capacity to offer a solution that would respond to all requirements.

Centralized system

In this framework, Interbank chose Wavetec to carry out the implementation of a centralized system that includes the installation of customized kiosks with the brand, the Donatello digital signage solution to manage and display advertisements on LCD screens and the eQ Portal application for complete system management and obtaining key performance indicators.

The kiosks are equipped with an LCD screen 15 inches with touch-screen functionalities so that customers can check-in. To identify yourself, The kiosk incorporates a magnetic stripe reader for the bank card and a barcode reader for the national identity document.

The system, integrated with a national database, It recognizes them by name and gives them the possibility of receiving an SMS once they can be attended to, allowing the customer to make better use of their time by carrying out other activities inside or outside the branch., since it reduces the perceived waiting time.

Donatello digital signage

The branches in which Wavetec has implemented this solution, and they are more than 160 throughout the country, They have LCD screens in the waiting rooms that show useful information for the client, like when are they going to be called. Some displays that are managed through the Wavetec digital signage platform, Donatello.

Besides, The design of the screens is designed to differentiate and highlight the priority of care for pregnant women, older adults and people with special abilities.

To guarantee personalized attention, once the customer is called by the LCD screens, This goes to a pre-service area where there are only one or two people waiting, then, from the counter, The executive has the possibility of seeing the name of the client he must serve in order to, call him by name so that he comes closer to be attended to, generating more cordial treatment during the service.

Management with EqPortal

The system is managed through the eQ Portal web server that allows complete system configuration. The software has a dashboard that shows the performance indicators that Interbank has determined as relevant, allowing the generation of several reports with information for decision making. In the same way, All touch points with digital signage can be controlled and updated from headquarters.

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