Case Study: Invex Banco achieves faster customer response times with Decisions

Invex Banco cuts customer response time from 30 minutes to 3 minutes with Decisions

Invex Banco, a bank operating in Latin America and the United States, faced significant challenges with its call center operations. Their previous platform made it nearly impossible to extract reports, required the use of separate satellite applications, and led to long customer response times. The system also resulted in nonstructured data, significant time loss during employee training, and a reliance on web services for management information.

The vendor Decisions, through its partner Tecnoimplanta, implemented a ProcessMaker solution to address these pain points. The solution connected disparate systems onto a single platform, automating processes for call center employees. This resulted in a dramatic decrease in customer response time from 30 minutes to just 3 minutes per case. The bank also achieved an estimated annual savings of 3,000 hours and $100,000 USD, a 90% efficiency gain, a major reduction in training time, and fewer human errors leading to fewer government penalties.

Invex Banco