Case Study: Interbank achieves up to 84% higher customer satisfaction and faster service with Wavetec

Interbank chooses Wavetec technology for innovation in its service areas

InterBank, one of Peru’s largest banks serving over 2 million customers, sought to radically redesign its branch experience and reduce perceived waiting times as part of the Interbank Explora project (developed with IDEO). To achieve this, InterBank selected Wavetec technology — deploying customized 15" touch-screen check‑in kiosks, Donatello digital signage and the eQ Portal web-based management server — to modernize service areas in more than 100 branches.

Wavetec implemented an integrated queue management and digital signage solution that supports card/ID check‑in, SMS notifications, priority displays for vulnerable customers, pre‑service areas and a central dashboard for KPIs and reports. The rollout across 100+ branches delivered centralized measurement of waiting and service times, centralized management of digital channels, a 33%–84% increase in customer satisfaction, faster perceived waits (customers are often informed they’ll wait under five minutes) and improved customer-to-brand loyalty.

InterBank

Miguel Uccelli

Vice President, Retail Banking