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Bancard Improves Processes and Optimizes Customer Experience

Bancard, a leading payment methods company in Paraguay, was already leveraging the best cloud sales solutions in their industry, but they still had the challenge of improving banking processes and customer experience. Moreover, they wanted to position themselves as industry leaders and in order to help accomplish this, they needed to improve their commercial, marketing, and omnichannel processes. To achieve this they needed a solution that would improve the customer experience from sales to post-sales. Kickstarting their transformation journey, they reached out to Avvale and SAP to strategize the plan.

The Challenge

Bancard's main mission is to be the main electronic platform for all commercial or financial payment transactions in Paraguay. Additionally they also want to increase excellence in service and maintain continuous customer satisfaction from the sale to the post-sale. 

To further support customer satisfaction, Bancard required insight into the details of the sales process; from prospecting, to after-sales technical service, and after-sales support of their customers. 

Lastly, as their existing systems are geared towards the financial services industry, it’s important that the selected solution integrates well with their systems while also being adaptable and easy to maintain. 

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The Approach

After an extensive analysis of Bancard's needs, it was discovered that more than one solution would be implemented to meet their goals.

These solutions included:

  • SAP Sales Cloud
  • SAP Marketing Cloud
  • SAP Field Service Management
  • SAP Service Cloud drives with the omnichannel solution Commbox and its powerful bot with AI
  • SAP Commissions
  • SAP Litmos
  • SAP Analytics Cloud.
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The Impact

With these solutions Bancard optimized their lead management in a unified manner, gained real-time visibility into sales opportunities and activities, automated marketing campaign, and acquired full autonomy in the entire customer journey.  Using an omnichannel communications platform, customers can connect with Bancard 24/7 year-round.

Additionally, Bancard can provide their entire organization with strategic information to make more informed decisions. With the implementation of SAP Commissions, it builds motivation among the sales team and increases efficiency by maximizing performance with incentive compensation management. 

All this is supported by SAP Litmos, which is the learning platform that allows users to create interactive courses, either directly on the dashboard or by importing third-party content. Moreover, this solution allows Bancard to offer leaderboards, badges, points, and other gamification features to help with motivation.

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