Remote Formalisation Qorus Banking Innovation Awards 2014

Our objective was high: reduce the number of customers’ complaints and efficiency ratio. The challenge was to be achieved in an economic context of lower interest rates and fierce competition. The first step was to question ourselves: Why customers are not satisfied? , What is the principal cause of complaints ? While analyzing the data, we identified that the major cause of complaints and dissatisfaction was the bad customer service resulting in unfinished contracts. With this information in our hands, we formulate the next question: Why the customer do not recognize the sale? How does the formalization process work? During the research, we faced a high number of pending documentation. The fact is that we could not complete the operation. New doubts arose: Why this happened? Why did customers close the deals and did not sign the document? How does, at the end, formalization process work? All supply fluxes are realized by telephone, meanwhile, formalization operations are materialized in two ways: PIN or manual signature. Both options face market trends directly: reduction of customers’ affluence to physical branches and the strengthening of self-service. At this point, we saw the opportunity: why would not develop an online formalization process? Able to provide convenience to customers. Thus, allowing the contracting of products without having to leave their homes / offices for values that previously could only be hired with the assistance of a manager.