CHALLENGE
The process management area of the bank needed to implement a high-performance search solution to optimize searches in its process analysis systems (BPA- Mega) and Call center (Mega line). The Bank wanted to move from a hierarchical scheme to a process scheme, generate knowledge, strengthen its search system, so that more than 5,000 employees had access to up-to-date and calculated real-time information and carry out advanced exploration of those data, to improve customer care levels and reduce call center call times.
SOLUTION
They implemented a Search-Based Solution that allows indexing thousands of documents and contents on the Bank's intranet, centralizing information to minimize search times (less than two seconds in response time), generating knowledge from the ease of locating data and information already generated inside the bank.
Within the Search Solution, a question module was developed for Megaline Bank's call center, allowing officials to find all information about the bank's service portfolio and meet customers' needs in terms of service and portfolio marketing issues.
One of the key parts of this Solution is the Creangel Search-Based Application that uses Google Search Appliance as part of its platform.
Among the technological developments are:
- Indexing of all process system information.
- Question module for call center (Mega line)