Hackathon encourages search for innovative solutions for banking customer service
On May 13-20, Itaú Unibanco held, in partnership with the FGV IDE – Executive Education Sao Paulo, the first edition of HackaDAC, a hackathon event aimed at employees of the financial institution. During the event, participants were divided into multifunctional teams to resolve cases in the bank’s customer service areas.
The event was opened by the FGV professor Fábio Lopes Soares, coordinator of the “Customer Relationship Training” course, as well serving as professor in the MBAs in “Marketing”, “Business Management”, and “Controllership.” The specialist gave the lecture the “Jornada do Consumidor: fundamentos para a construção de uma verdadeira Governança de Relacionamento” (“Consumer Journey: fundamentals for building a true Relationship Governance”).
Soares spoke about the growing importance of the knowledge of basic consumer protection issues and its application in the relationship areas in a context in which business interactions have become more sophisticated. This includes are the continuous disruptions in traditional markets and the regulation of the Central Bank in conjunction with the Consumer Defense Code, which determine the mastery of the main legal concepts by relationship areas and Ombudsman offices. The professor also spoke about the need for a mindset shift and the construction of a Principle-based Service Culture.
Teams have arrived at solutions for guidance and deployment in departments. As a result of the initiative, the bank has gained efficiency mainly in aspects such as reducing customer recall (the customer being required to call again to talk about the same problem), reducing the average time of service (time that the agent needs to solve the problem) , greater practicality and quantity of resources for agents to be able to serve customers, and more resolution on time (the customer’s problem is solved on time).
The proposal was supported by partners such as FGV IDE – Executive Education, which awarded seven full and partial scholarships for short- and medium-term courses for participants who excelled during the hackathon.