CUST113 Banco de Credito: How to Achieve an Exceptional User Experience (2014)

Bruno Rivadeneyra  January 27 2014 04:00:00 PM

Banco de Credito (BCP) is the largest bank in Peru. When the number of branches started to grow, the need to improve customer service become clear. The old green screen UI from the teller application was hard to use and not friendly, so BCP decided to move to a new web-based UI. IBM WebSphere Portal was chosen as the platform for the teller application UI, giving BCP the chance to integrate useful applications and relevant content to improve teller productivity as well as customer satisfaction. The new front end was friendly and dynamic, which helped users adopt new functionality more quickly. Now all transactions at all 350 of the bank's branches are made using IBM WebSphere Portal. In 2014, BCP will replicate the solution at the contact center for telephone banking.