“This whole process of virtualization is framed within a strategy to be closer to the customer, we value their time hence we want to be present where they wants us to be present, to offer them solutions through any channel”
With these changes, we have achieved an exponential growth of virtual channels, with 67% of the contacts with the company taking place through these alternatives. Currently, 480,000 transactions are carried out on the website, and we have 550,000 registered customers; On our Facebook profile we have more than 345,000 fans, and we reached 24,000 on Twitter. Since its launch, there have been about 23,000 downloads of our mobile application, and today there are between 6,000-7,000 transactions on it.
This shows our consolidation in the management of these non-presence channels. Our goal is to continue to provide customers with virtual options that support their needs and relationship with the company. We expect that in 5 years virtual media will support 87% of all assistance.
We open the window to a new world
Today a large number of people still want to be assisted personally. Each month, in our network of offices we assist more than 140,000 people, and we process nearly 200,000 transactions, so part of this strategy of virtualization is also to give our customers the possibility to have a timely response to their requirements when they visit our service centers.
This is how we approached the construction of a smart window with touch technology, to allow us to manage face-to-face assistance through a virtual environment, where there are no difficulties in scheduling since clients can do their procedures during extended hours from 7 am to 9 pm every day of the week, including holidays.
The first prototype is in our service center in Soacha, where customers can use the self-service to obtain copies of their invoices; navigate the web portal and contact a virtual consultant who connects remotely and will be in charge of managing and responding to clients’ requests.
Soon, two service centers in Restrepo and Kennedy will incorporate in their design the smart window, alto to be present in our Experience Center on Suba Avenue, and in the mobile service centers that go around the city of Bogota.
Depending on the technological evolution, our purpose is that in the short term we can implement this technology in our ten service offices, and in other parts of the city, where customers want us to have presence to continue to accompany them in the way they require.
“Smart windows are an additional virtual channel, which responds to the culture that is lived in the organization, oriented to making the customer experience with us ever better. It is to transform our service model with creativity, and to offer people what they are asking for”