Case
Transformation of Caja Los Andes with an Omnichannel Experience.
Creation of a new social security experience through the implementation of an omnichannel service model and the transformation of branch culture and operations.
Challenge
Modernizing and optimizing your care model.
Caja Los Andes faced the challenge of modernizing and optimizing its service model to improve the affiliate experience. Its main objectives were to reduce waiting times, increase affiliate satisfaction, and facilitate access to digital services.
Solution
Developing a comprehensive, user-centered approach.
To achieve these objectives, an end-to-end, user-centered approach was developed, integrating research, design, and iterative testing. This process enabled the creation of an omnichannel experience model that seamlessly connected in-branch service, digital platforms, and self-service touchpoints.
A participatory design approach involved employees from different areas in the creation of the new service model. This model was tested through a pilot branch called “Sucursal Garage”, prior to full-scale implementation.
Results
The implementation of the omnichannel model generated a positive and measurable impact on Caja Los Andes, achieving the following results:
Reduced Waiting Times:
Average waiting time at branches was reduced from 30 minutes to just 6 minutes, significantly improving users’ perception of service efficiency.
Increased Customer Satisfaction:
Affiliate satisfaction at branches reached 93%, reflecting the success of the model in meeting users’ needs and expectations.
Growth in Digital Transactions:
With the implementation of digital payment methods, transaction penetration increased from 10% to 96%, facilitating access to online services and reducing operational pressure on physical branches.s.
Internal Resource Optimization:
Operational efficiency improved substantially, enabling a 40% reduction in overtime hours, contributing to improved employee well-being and work-life balance.
