Case Study: Banchile Inversiones achieves improved customer satisfaction with IdeaScale

A Workforce Collaborates to Improve Customer Satisfaction

Banchile Inversiones, one of Chile’s largest mutual fund and brokerage firms with more than 1,000 employees, launched the Banchile Imagina innovation program to improve customer service after customer surveys highlighted key areas for improvement. Previously, employees shared ideas by email or in person, a process that didn’t scale and left many suggestions uncollected or unprocessed.

Using IdeaScale and a campaign structure requiring departmental sponsors, internal marketing, executive endorsement, and rewards, the program engaged over 30% of the company in its first campaign. From 250 participants who submitted 100 ideas, a solutions team selected five projects for implementation — including a retention alert for account managers, a faster password solution, a client self‑service model, a financial education program, and automated agent messaging — with ongoing activity and real improvements to customer satisfaction.

Banchile Inversiones

Diego Schiaroli

Assistant Manager to Innovation Management