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PROJECT
Digitalization of customer service and communication processes to optimize the customer experience in branches, Work Café and digital offices.
WHAT WE HAVE DONE
We implemented a new digital communication model that integrates technology, design and space optimization, aligned with the "Branch of the future" concept to offer a more agile, modern and efficient service.
CLIENT
Banco Santander

DESCRIPTION

Banco Santander Argentina sought to streamline its customer service and customer experience processes in more than 400 branches, digital offices and Work Cafés, serving more than 3.9 million customers.

The goal was to modernize interaction with users, optimize the use of spaces and project an image of innovation.
To this end, a comprehensive digital transformation of the points of service was carried out, implementing technological solutions and new communication formats that improve the experience both at the head office and in branches and coworking spaces.
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CHALLENGES

  • Optimize the customer experience in a wide network of points of service.

  • Implement a consistent digital model in branches, Work Cafés and digital offices.

  • Integrate technological innovation with efficient use of space.

  • Maintain visual and brand consistency in all physical channels.

RESULTS

The digitization of customer service processes allowed Banco Santander to offer a more agile, personalized and consistent experience at all its physical points of contact. We installed more than 1,500 Samsung Tizen screens with integrated player -without the need for an external PC-, managed all the interactive digital signage in the coworking spaces and added integrated Menu Boards to the point of sale. Dex Manager was also implemented to centralize communication management in all branches and in the new Banco Santander Tower Building. With this transformation, the bank consolidated the concept of the "Branch of the future", combining technological innovation with an efficient design that optimizes service to millions of customers.

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