Video Call Management at Colfondos

Overview

Colfondos (Colfondos S.A. Pensiones y Cesantías) is a Colombian pension fund management service provider that was founded in 1991. Today it is a member of the Habitat group, one of Latin America's largest pension fund managers.

The Challenge

The desire to reach more customers, and to provide them with easier access to service, conflicted with the broad geographic distribution of members, and further limitations on travel and face-to-face services imposed during the pandemic.

Colfondos addressed this challenge by opening more digital channels such as chat and virtual offices. As part of this approach, the business wanted to enable its customers to make video calls with agents, and was looking for a solution that incorporated appointment scheduling, video integration, and great customer experience.

The Solution

Q-nomy partner Issatec provided Colfondos with a solution based on the Q-Flow software platform, which was already being used at Colfondos' service locations since 2017.

The solution included:

• Q-Flow Calendar, with a fully customized self-service appointment booking interface embedded in the corporate website.
• Q-Flow Video Call Management, with Microsoft Teams' integration.
• A complete Omnichannel service, with video and in-person meetings being offered alongside other digital channels.

To promote the new service, Colfondos created a video advertisement, and is urging customers who visit its website to book a virtual appointment instead of making a long trip to a branch.

Results & Benefits

📈 Improved Operations: Q-nomy's solution ensures efficiency, reducing travel and waiting times. Cost-effective for the business.

🚀 Enhanced Customer Satisfaction: Q-nomy delivers a complete package for optimal customer experience, merging technology and physical branches.

🏆 Streamlined Experience, Efficient Business: Q-nomy ensures a seamless customer experience, optimizing business efficiency. Happy customers, saved time, and reduced costs.