Applicable Industries
- Education
- Finance & Insurance
Applicable Functions
- Quality Assurance
Use Cases
- Inventory Management
- Process Control & Optimization
Services
- Training
About The 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.
The 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.
The 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.
Operational Impact
Quantitative Benefit
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