Bibliographic citations
Sanchez, D., Contreras, J. (2024). Sistema omnicanal de Banca Digital para optimizar la experiencia al cliente en una entidad financiera [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/683778
Sanchez, D., Contreras, J. Sistema omnicanal de Banca Digital para optimizar la experiencia al cliente en una entidad financiera [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/683778
@misc{renati/1300799,
title = "Sistema omnicanal de Banca Digital para optimizar la experiencia al cliente en una entidad financiera",
author = "Contreras Pacheco, Jesus Manuel",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
The objective of this project is to enhance customer satisfaction for a financial institution through the implementation of an Omnichannel Digital Banking System. The target organization lacked a platform that enabled customers to conveniently perform financial activities such as bill payments, transfers, product and transaction viewing, from any internet-enabled electronic device. Customer satisfaction prior to the system's implementation was at 20%, indicating a low level of acceptance and trust in the existing services. Additionally, there was a strong need for significant improvements in user interaction and process efficiency to meet customer expectations. The proposed solution involves implementing a web and mobile application using Amazon Web Services (AWS) components such as CloudFront, Lambda functions, API Gateway, RDS databases, and EC2 instances, which will be integrated with the core systems of the financial entity. Additionally, biometric security flows will be incorporated to enhance user authentication and transaction authorization, ensuring a high level of protection. This solution is designed to improve usability, reliability, and scalability, while expanding the organization’s digital channels, thus optimizing the customer experience and strengthening the organization’s digital capabilities. Following the implementation of this system, customer satisfaction increased by 88%, effectively mitigating the potential risk of customer loss.
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