AuraQuantic Case Studies BDF's Transformation through IoT: Enhancing Customer Satisfaction and Internal Processes

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	BDF's Transformation through IoT: Enhancing Customer Satisfaction and Internal Processes AuraQuantic

BDF's Transformation through IoT: Enhancing Customer Satisfaction and Internal Processes

AuraQuantic

Applicable Industries	Education Finance & Insurance
Applicable Functions	Quality Assurance
Use Cases	Inventory Management Process Control & Optimization
Services	Training
Challenge	Banco de Finanzas (BDF), a leading mortgage provider in Nicaragua, was facing challenges in improving and simplifying its internal processes to enhance customer satisfaction. The bank identified two key areas that needed improvement: the Management of Customer Complaints and Suggestions, and the Internal Legal Management Process. The former required a reduction in response times and a system to keep customers informed about the progress and resolution of their issues. The latter was carried out manually, leading to difficulties in tracking requests, measuring response times, and reprocessing due to a lack of necessary documents or information. BDF aimed to improve monitoring and tracking of different stages of the process, ensure 100% of notifications were sent to customers regarding the resolution of their requests, and automate manual processes. Read More
About Customer	Banco de Finanzas (BDF) is a bank based in Nicaragua, founded in 1992. It is part of the Panama ASSA Group, which acquired a majority stake in BDF in 2006. The ASSA Group, founded in 1972, handles outstanding insurance and finance operations in Panama and has a clear expansion strategy in Central America. BDF is recognized for its consumer and small business orientation and has provided financial access to over 200,000 Nicaraguans. It is the leading mortgage provider in its region and is committed to continuous improvement and customer satisfaction. Read More
Solution	BDF decided to invest in a Business Process Management suite (BPMS) that could handle complaint and suggestion procedures and benefit other processes within the bank. After an in-depth analysis of several BPMS options, BDF chose AuraQuantic, a provider that met all their requirements, expectations, and budget. The first process implemented on the AuraQuantic iBPMS platform was Claims, Complaints, and Suggestions Management. AuraQuantic consultants worked with a BDF team, accelerating the process automation learning curve. The system automatically sent notifications to customers, keeping them informed about the progress and resolution of their requests. The second process implemented was Internal Legal Management. A process to manage legal matters was created, incorporating a dynamic list of documents in the management request form and a validation to proceed to the next stage of the process until all requirements were completed. This eliminated extra work caused by a lack of necessary documentation or information. Read More Log in to view content
Contents

Applicable Industries

Education

Finance & Insurance

Applicable Functions

Quality Assurance

Use Cases

Inventory Management

Process Control & Optimization

Services

Training

Challenge

Banco de Finanzas (BDF), a leading mortgage provider in Nicaragua, was facing challenges in improving and simplifying its internal processes to enhance customer satisfaction. The bank identified two key areas that needed improvement: the Management of Customer Complaints and Suggestions, and the Internal Legal Management Process. The former required a reduction in response times and a system to keep customers informed about the progress and resolution of their issues. The latter was carried out manually, leading to difficulties in tracking requests, measuring response times, and reprocessing due to a lack of necessary documents or information. BDF aimed to improve monitoring and tracking of different stages of the process, ensure 100% of notifications were sent to customers regarding the resolution of their requests, and automate manual processes.

About Customer

Banco de Finanzas (BDF) is a bank based in Nicaragua, founded in 1992. It is part of the Panama ASSA Group, which acquired a majority stake in BDF in 2006. The ASSA Group, founded in 1972, handles outstanding insurance and finance operations in Panama and has a clear expansion strategy in Central America. BDF is recognized for its consumer and small business orientation and has provided financial access to over 200,000 Nicaraguans. It is the leading mortgage provider in its region and is committed to continuous improvement and customer satisfaction.

Solution

BDF decided to invest in a Business Process Management suite (BPMS) that could handle complaint and suggestion procedures and benefit other processes within the bank. After an in-depth analysis of several BPMS options, BDF chose AuraQuantic, a provider that met all their requirements, expectations, and budget. The first process implemented on the AuraQuantic iBPMS platform was Claims, Complaints, and Suggestions Management. AuraQuantic consultants worked with a BDF team, accelerating the process automation learning curve. The system automatically sent notifications to customers, keeping them informed about the progress and resolution of their requests. The second process implemented was Internal Legal Management. A process to manage legal matters was created, incorporating a dynamic list of documents in the management request form and a validation to proceed to the next stage of the process until all requirements were completed. This eliminated extra work caused by a lack of necessary documentation or information.

Impact #1	The implementation of AuraQuantic's iBPMS platform significantly improved BDF's internal processes. The Claims, Complaints, and Suggestions Management process became more efficient, with automatic notifications keeping customers informed about the progress and resolution of their issues. This led to increased customer satisfaction. The automation of the Internal Legal Management process eliminated extra work caused by a lack of necessary documentation or information. The system's features allowed for tracking assignments, assignment notifications, reporting, and task-expiration alerts, leading to improved productivity. The robust rules of play ensured user authenticity. Overall, the solution led to improved response times and increased customer satisfaction.

Impact #1

The implementation of AuraQuantic's iBPMS platform significantly improved BDF's internal processes. The Claims, Complaints, and Suggestions Management process became more efficient, with automatic notifications keeping customers informed about the progress and resolution of their issues. This led to increased customer satisfaction. The automation of the Internal Legal Management process eliminated extra work caused by a lack of necessary documentation or information. The system's features allowed for tracking assignments, assignment notifications, reporting, and task-expiration alerts, leading to improved productivity. The robust rules of play ensured user authenticity. Overall, the solution led to improved response times and increased customer satisfaction.

Benefit #1	100% of notifications were automatically sent to customers, improving their satisfaction.
Benefit #2	Process monitoring and time controls resulted in reduced response times.
Benefit #3	Elimination of work repetition caused by incomplete information, improving productivity.

Benefit #1

100% of notifications were automatically sent to customers, improving their satisfaction.

Benefit #2

Process monitoring and time controls resulted in reduced response times.

Benefit #3

Elimination of work repetition caused by incomplete information, improving productivity.

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Overview

BDF's Transformation through IoT: Enhancing Customer Satisfaction and Internal Processes

Operational Impact

Quantitative Benefit