Case Study: Davivienda Honduras achieves near-zero wait times and higher customer satisfaction with Q-nomy (Q-Flow)

Davivienda Honduras - Customer Case Study

Davivienda, a leading Colombian bank with operations across Central America, faced a persistent problem in its Honduras branches: long customer queues and frustrating wait times that clashed with the bank’s customer-first culture. Management recognized the need for a planned, cultural and operational shift to give customers back their time without expecting overnight change.

Davivienda formed a multidisciplinary team and, with regional partner ACF Technologies, deployed Q-nomy’s Q-Flow platform—kiosks, online booking/Virtual Check-In, SMS alerts and real-time dashboards with alerts and reports—to reorganize service flow and monitor branch behavior. The solution cut waits dramatically (80% of customers now wait under 10 minutes with a ticket; Virtual Check-In users report zero wait), reduced no-shows, boosted satisfaction and loyalty, turned complaints into praise, and delivered measurable operational efficiencies and ROI.

Davivienda Honduras

Henry Barahona

Strategy and Process Manager