Banco Falabella was recognized by Fintech Americas as one of the winners of the Financial Innovators of the Americas Award, taking third place (Silver) at the country level in the Channel Innovation category for its online customer experience monitoring project. Thanks to the development of this project, the bank has accurate, timely, and real-time information on the current status of its digital channels, without the customer having to say that something is not working.
The award in its different categories seeks to identify and highlight the people, teams and projects that are reimagining the financial system in Latin America to make it faster, more efficient and inclusive.
If you want to read more about Banco Falabella and the Fintech Americas International Award for Innovation, download for free our companion app. Born2Invest’s team of journalists gathers the most interesting business news in a single mobile application. It’s impossible to keep up with everything you’re interested in, but our companion app will help you keep track of the important news. Our app is being updated throughout the day.
Banco Falabella is committed to innovation
This fifth version was held as part of the event “The future of banking is human” and awarded two categories “Disrupt Awards” and “Country Awards”. The latter category was won by Banco Falabella.
“This innovation, in which we worked hand in hand with Movizzon, allows us to materialize the philosophy of having the customer at the center of our digital operation and continue advancing in our purpose of consolidating ourselves as the first digital bank with a physical presence in the country,” said Jaime Oyarzún, Production and Technology Manager of Banco Falabella.
This monitoring is possible thanks to the implementation of a system of bots that are installed on real devices (cell phones, tablets, PCs) connected to local internet operators in each country and using real user accounts in production, which are monitored 24/7, measuring a real experience, through a 100% automated process.
“With this technology implemented by Banco Falabella, we are able to understand the end user and be proactive in detecting any type of affectation that negatively impacts the customer experience. In short, it is a digital incognito customer that is 24 hours a day providing information on the performance of digital channels,” said Hismael Alayo, Business Manager of Movizzon.
The implementation of this technology resulted in an increase in customer loyalty and in the use of the bank’s digital channels.
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First published in LR LA REPUBLICA, a third-party contributor translated and adapted the article from the original. In case of discrepancy, the original will prevail.
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