BCI uses Wavetec's digital signage solution to optimize customer service

Wavetec's Donatello digital signage solution responds to centralization needs, scalability and configuration required by the BCI bank to install in the more than 300 branches in Chile. A facility that is allowing you to improve the customer experience with a focus on engagement and entertainment.

Founded in 1937, BCI is a Chile-based banking institution with more than 300 branches and a staff of 10.500 employees who assist a wide range of clients. In order to improve the customer experience and take the interaction between the brand and its stakeholders to a new level, The firm undertook the search for a partner for the development and implementation of a digital signage project for its network of offices and branches. A partner that had to provide its solutions as a long-term service and not as a purchasing project.

In addition, I wanted the implementation to adapt to a number of requirements such as being scalable, to be able to implement it in all branches with an investment that would not harm the business model; that allowed its contents to be managed from a central server, to facilitate the operational control of information; that continuous monitoring of the stability of the system in each of the branches would be possible; and that it would allow for a programming of the contents, for segmentation into time ranges and customer profile.

On the other hand, One of the main objectives pursued with this digital signage solution was to achieve a technological alternative that would reduce the waiting time for each of the customers in their branches by delivering content that covered all types of audience (my e, TV, sport, kitchen, present…)

Scalable, Centralized and programmable

To respond to all these challenges, BCI opted for Donatello, The digital signage solution of Wavetec that maximizes the use of engagement possibilities in the service area.

Within the framework of the project, which began its implementation stage in December 2013, Screens were installed 32 and 55 inches in different branches. Each of these displays is connected to a Donatello via an HDMI connection, allowing you to deliver high-definition content. The operational management of the screens is carried out centrally from a web server that connects to each device via a LAN or Wi-Fi connection.

Content management and scheduling is done with Donatello Suite, software that can be installed and run on any PC with Windows operating system. From there, The content displayed on the screens has been customized, combining different modules such as date and time, climate, TV shows and has even been integrated with social networks.

As additional functionalities, the ability to limit bandwidth by time zones was developed to prevent the download of content from affecting the normal operation of branch offices. likewise, Automatic alerts via email were implemented to send communications about the stability of each of the branches. The project includes the installation of 260 Screens until July 2014, to scale progressively to cover the offices of the institution.

With the new technological alternative based on Donatello, BCI has a new tool that allows you to design an entertaining customer experience in the physical space, taking advantage of the possibilities of approaching its customers with its consequent impact on business results.

The installation has been very simple to carry out, as well as its maintenance and updating, because if you need to replace a Donatello Player system, The branch employee himself can solve it by plugging in the new equipment. The application runs automatically.

Management is also centralized, facilitating the operational work involved in the control of each of the screens. The system has the function to generate user profiles and grant them different permissions related to the upload and approval of content.

Another of the requirements set by the BCI was customization. The canvas on which the content modules have been designed is flexible and allows all BCI communication needs to be included, including institutional information, climate, Date & Time, social media posts and live TV. additionally, The tool can be integrated with the queue management system.

last, Donatello has been developed under the Android platform, This makes it possible to save significantly in terms of acquiring and updating software licenses without affecting the high quality standards of the product, in terms of functionalities and reliability. On the other hand, The solution does not require a large investment in terms of hardware, allowing you to execute a scalable project.

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