Case Study: Davivienda achieves 9/10 customer satisfaction with Video Banking using ACF Technologies' Q-Flow

Davivienda innovates with Video Banking-Scores 9 out of 10 in Customer Satisfaction with Q-Flow

Davivienda, a major Colombian bank operating in Honduras, faced severe pandemic-era restrictions that prevented customers from visiting branches. Davivienda Honduras needed to maintain close customer relationships, deliver commercial offers without physical contact, and let executives provide attentive service remotely. To meet these challenges the bank partnered with ACF Technologies, using its Assistant Anywhere platform to launch a Video Banking service called Virtual Executive.

ACF Technologies implemented a web-based video solution with three modules (instant virtual queue, scheduled appointments, and appointment modification), SMS/email reminders and PIN-secured links requiring no app download. The Virtual Executive kept access to loans, housing, insurance and SME advice uninterrupted and captured feedback via ACF Technologies’ platform; customers rated the service 9.0 overall (communication 9.3, ease of access 9.2, service times 9.0), exceeding Davivienda’s 8.0 target.

Davivienda

Henry Barahona

Strategy and Process Manager