Wavetec: BCI Bank Revamps Customer Experience

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Based in Chile, BCI is a financial institution with a workforce of 10,500 people and more than 300 banking centers.

BCI logoWith the goal of implementing new strategies to enhance customers’ and clients’ experience (and in turn BCI’s interaction with its stakeholders), the banker opted for Donatello, Wavetec’s digital signage solution.

Within the project’s framework, a number of 32 and 55 inches screens were set up in different BCI branches. Each of these TVs is now wired to a Donatello through an HDMI cable that allows HD content reception. A central web server wired to every device through a LAN or WiFi connection is responsible for the screens’ administrative operations.

Content programming and management are carried out from Donatello Suite software, easily installed and executed in any Windows laptop. The screens content is then customized combining a variety a modules such as date and time, the weather, TV programmes, and even social networks.

The project includes the set-up of 260 screens during the first stage (until July 2014) to progressively reach all the institution's offices.  

BCI branch

BENEFITS

Engagement opportunities. BCI has now a new tool to devise an enjoyable experience for its customers and clients in a physical environment, one used to build customer relations and to impact business outcomes.   

Easy installation and maintenance. If a Donatello Player needs replacement, any company representative is in a position to plug in the new equipment. The application starts working automatically.

Central management.  The system of central management  controls all screens from one point and allows the creation of user profiles (and the granting of content uploading as well as content approval permissions).

Ideal customizing options. The content modules are designed on a flexible canvas, so there is room to add BCI's own regular content institution information, the weather, date and time, social network postings, and live TV)  as well as the inclusion of BCI's ad hoc communication needs (unanticpated announcements, breaking news etc) as well. This tool can additionally be integrated to the waiting line management system.

BCI barnch2

Advantages in costs. Donatello has been developed on the Android platform for significant savings in acquisition as well as software license updating. As well, the solution does not call for heavy hardware investment, thus enabling scalable project execution.

Working in more than 60 countries, Wavetec has a track record on providing solutions aimed at building valuable experiences within the service area, not only for consumers but also for organizations such as Interbank, Barclays, Emirates Airlines, Tesco, LIDL Germany, and Chilexpress

Their distinction in the development of digital signage is their merger of waiting line management systems, and experience measurement to make a full solution in industries such as retail, banking, or health.

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