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Case Study

BDF

BDF is the leading mortgage provider in its region.

The first process implemented in the AuraPortal iBPMS platform
was Claims, Complaints and Suggestions Management.

About BDF & the Project

Since its creation, BDF has been recognized for its consumer and small business orientation and has provided opportunities and financial access to more than 200,000 Nicaraguans. BDF is the leading mortgage provider in its region.

bdf - bpm

The Challenge

BDF is a bank focused on continuous improvement and customer satisfaction. As part of its Service Excellence Program it identified the need to improve and simplify internal processes in order to make it easier for customers to do business with the institution.

The Solution

By incorporating this process in the BPM suite, the need to inform the customer was met with AuraPortal automatically sending notifications to customers, informing them on the progress and resolution of their requests.

Management of Customer Complaints and Suggestions

To reduce response times and ensure customers were kept well informed of the progress and resolution of their issues.

Internal Legal Management Process

Manual tasks made it difficult to monitor requests and measure response times.

Tracking of the different stages of the process

Visibility for all participants to control the various stages of the processes.

Ensure 100% of notifications are sent to the customers, regarding the resolution of their requests

These process optimizations were made in response to a proactive review of activities from a customer perspective and required the involvement of all relevant departments.

BPM Software Key Industries

Great Results

By incorporating this process in the BPM suite, the need to inform the customer was met with AuraPortal automatically sending notifications to customers, informing them on the progress and resolution of their requests.

  • “AuraPortal is software that allowed us to measure our resolution times for all claims and complaints with greater precision. In addition, BPM has empowered us with a more orderly process, keeping us accurately informed of the various process stages. We now have reports (measurement indicators) in real time, which has been of great benefit to continuously improve the service we offer our customers.”

    Norma Maltez, Customer Services Manager

  • ”For BDF, AuraPortal has been a comprehensive, quick and easy-to-implement solution, which has enabled us to automate and streamline our processes. It helps to promote our culture of continuous improvement and customer satisfaction.”

    Nadine Vado, Quality and Process Manager

Superior Results

Response time reduction0%
Legal management improvement0%
Monitoring improvement0%
Increase in automation0%
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Interesting facts about BDF

Banco de Finanzas was founded on June 2nd, 1992, with the long-term prospect of becoming firmly established in the Nicaraguan market.

40
Years of experience

ASSA Group acquired a majority stake of BDF. ASSA Group, S.A. was founded in 1972.

200000
Bank users

BDF is a bank oriented to standard users and small businesses. BDF is the leading mortgage provider in its region.

10
More than 10 services offered

BDF is one of the leading banks offering services in Nicaragua.

7000000
Number of loans

Over 7 million loans provided.

Do you want to know more?

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