Accelerating Digital Transformation During the Coronavirus Crisis
Due to the restrictive measures introduced by governments in all of Advans' countries of operation to prevent the spread of COVID-19, many of the branches have had to reduce or suspend services. Channels outside branches, and specifically digital ones, have therefore become key during this time to maintain client contact and access to accounts.
Less physical contact is possible with clients during this time, so Advans has been looking for innovative solutions to stay connected to them. Advans Client Relationship Officers (CROs) have been following up closely with clients via phone calls to understand their individual situations, but with a high number of staff working remotely and banking and CRM systems mostly only accessible in branches, access to client information has been an issue.