Uruguay

The bank has continued to focus on customer satisfaction and efficient back-office operations. It also renewed its Contact Management Solution tool, providing the bank with a better relationship with its customers by giving them an easy way to contact the bank, file a complaint and receive not just a reply but a solution. Each complaint is classified by type and followed up on a daily basis with the customer. The aim is for customers to recognise that when it comes to response, the bank has created a human channel link for dialogue. “We realise that being the top private sector bank in the country requires all the management team to measure up to the circumstances,” says country representative Eric Simon. “In that context, the term success acquires a new meaning in that it becomes a never-ending set of risk/reward paths. The requirement to choose the right set is that ingenuity, creativity, determination and ironclad business principles must cross. This crossing, however, should not be viewed as something we want to attain at some point in the future, but rather make it happen every single day, starting today. “Easier said than done, but probably the best way to give consistent satisfaction to shareholders, clients, staff and the community in which we operate.”