Eight years ago, Banco Industrial, the largest bank in Guatemala, took a decisive step toward innovation in customer communications. Partnering with Latinia, they transformed a traditional notification service into a modern, advanced solution that redefined the customer experience at Banco Industrial. Today, we look back to reflect on the achievements and the impact of this alliance.
In 2017, Banco Industrial faced a challenge: modernizing its notification system without compromising stability and scalability in a critical financial environment. As digital payments became more widespread, customers increasingly demanded faster notifications from their bank.
Innovation That Transformed the Customer Experience
The key to this success lay in the implementation of a hybrid approach that integrated advanced push notifications and real-time SMS. This innovation has enabled the bank to keep its customers informed quickly and efficiently, even in situations with limited connectivity.
According to Carlos Vides, Deputy Manager of Modern Banking at Banco Industrial, Latinia has been a significant step forward for the bank:
❝With Latinia, we sleep soundly. There have been no outages, no incidents. We have successfully developed a reliable service for all our customers, ensuring the delivery of critical notifications when they are needed most.❞
Banco Industrial also highlights that the benefits of Latinia go beyond customer communications, as the bank can leverage these notifications as a valuable source of customer intelligence:
❝Our customers trust us because they know our services work.
Latinia’s real-time notification system has become a fundamental pillar of our communication strategy.
Thanks to its technological reliability and the customer intelligence we gain by analyzing transactional data, we provide a much more personalized and efficient experience, anticipating users’ needs and delivering an impeccable service.❞
Numbers Matter Too
Latinia’s solution not only met expectations but exceeded them by implementing a model with an average delivery time of just 0.0X seconds and ensuring 99.9% service continuity.
This technology has become the gold standard for delivering a reliable and efficient banking service.
The complete traceability of Latinia’s tools gave Banco Industrial back control and the initiative to take action if a message was detected as not received or read by the customer. This was an advantage over the previous notification system, which relied solely on text messaging.
Tangible Business Impact
Looking back, the partnership has achieved significant milestones that have reshaped how Banco Industrial interacts with its customers:
- 25% increase in interactions through the push channel compared to SMS.
- Advanced traceability, giving the bank full control over message flow.
- Technological adaptability, enabling the integration of new channels without service interruptions.
- 9% service continuity, ensuring high robustness in real-time banking services.
These improvements have not only strengthened the bank’s operational efficiency but also boosted customer satisfaction, further establishing Banco Industrial as a leader in banking innovation.
Looking Ahead
Eight years later, the alliance between Banco Industrial and Latinia remains a benchmark for digital transformation in the region. The solution didn’t just address immediate challenges—it positioned the bank to tackle the future of financial services.
Today, the collaboration between both organizations symbolizes the ability to adapt to a constantly evolving market, where technology and customer experience are priorities. The legacy of this transformation reaffirms the commitment to continue innovating to offer services that not only meet but exceed expectations.
Categories: Case Studies