CHALLENGE
The bank’s process management area needed to implement a high-performance search solution to optimize searches in its process analysis systems (BPA- Mega) and its call center (Mega línea). The Bank wanted to move from a hierarchical model to a process-based model, generate knowledge and strengthen its search system so that more than 5,000 employees could access up-to-date information calculated in real time and perform advanced exploration of that data, in order to improve customer service levels and reduce call center call times.
SOLUTION
A Search-Based Solution was implemented that indexes thousands of documents and content items on the Bank’s intranet, centralizes information to minimize search times (under two seconds response time), and generates knowledge by making it easy to locate data and information already produced within the bank.
As part of the Search Solution, a questions module was developed for the bank’s Megalínea call center; this module allows staff to find all the information about the bank’s service portfolio and address customer needs regarding services and portfolio sales.
One of the key components of this Solution is Creangel’s Search-Based Application, which uses Google Search Appliance as part of its platform.
Key technology developments include:
- Indexing of all process system information.
- Questions module for the call center (Mega línea)
