Check it out folks, we got a machine translation of CredibanCo’s press release right here!
Colombia, September 2023. Now listen up, CredibanCo is a Colombian company that’s been in the financial industry for over 50 years. And let me tell you, they’ve got some serious experience and leadership under their belt. They decided to team up with Amazon Web Services (AWS) and use their omnichannel contact center service called Amazon Connect. Yeah, they’re going all-in on this digital transformation to give their customers a top-notch experience when it comes to electronic payment processes.
Right now, CredibanCo is really killin’ it by resolving a whopping 92% of their calls with their self-management and support processes. That means they don’t even need a human agent for most of their calls. And you know what? It’s paying off big time. They’ve saved a cool $400 million pesos in efficiency. These guys are self-financing the project in less than six months! That’s some serious hustle, my friends.
Let me fill you in on a bit of history here. CredibanCo has always been a trailblazer when it comes to electronic payment methods in Colombia. They’re all about connecting people’s dreams and projects, and that’s why they’ve been so successful. But let me tell ya, their old customer service model was a little, shall we say, rigid. It made it hard to manage things on their own and keep an eye on their customers in real time. They were dependin’ on third-party developers and their IVR flows just weren’t up to snuff.
But then, they made a wise decision. They implemented the cloud to give their users a personalized experience. They wanted an ally who could keep up with their cultural change and digital transformation. And that’s where AWS and their partner In2clouds came in. They were selected to help automate and self-manage CredibanCo’s operations, and boy did they deliver.
In just four months, they reduced their response time on calls from 20 minutes to 7 minutes. And let me tell you, that’s a game-changer. Their attention flows increased by a whopping 26%, 10% more than they even projected. Now that’s what I call agility and adaptability. You know what else? Thanks to these improvements, CredibanCo was able to fully self-finance the whole project in just four months. Amazing, right?!
But that’s not all, folks. CredibanCo decided to go all out and implement Amazon Connect. This solution allows them to centralize their operations and provide an easy-to-use channel for their customers. It’s all about delivering a superior customer experience and giving them all the tools they need to succeed. With features like natural language understanding, CredibanCo can really get to the bottom of what their customers want and provide dynamic experiences that save time and money.
But wait, there’s more! AWS and In2clouds went above and beyond by implementing other cool solutions like Artificial Intelligence and Machine Learning. These tools collect information to offer personalized experiences and improve customer service. And let me tell ya, CredibanCo’s internal team has fully embraced these tools. They’re self-managing the service and learning like crazy. It’s all about understanding their users’ concerns and providing a personalized response.
Let me give you a couple of examples. They’ve got Amazon Polly, a technology that turns text into realistic voices. It’s like talking to a real person. And they’ve also got Amazon Lex, an AI virtual assistant that can understand natural language. It’s all about creating conversation interfaces and making the customer experience a breeze.
The financial sector in Colombia is really making strides when it comes to adopting new technologies. CredibanCo is a prime example of innovation, my friends. AWS and In2clouds are showing us all that the cloud not only saves costs, but it can also take customer satisfaction to a whole new level. The possibilities are endless.
And let me tell ya, CredibanCo is just getting started. They’re planning to expand their operations with the support of AWS. It’s all about promoting self-service and providing the best customer experiences. They want all their employees to dream big and bring their innovative ideas to life. It’s all about creating the best experiences for their customers.