Two cultures unite
La Bolsa de Valores de Colombia (bvc) manages the trading and registration systems of the Colombian stock markets. It provides technological solutions to the financial sector and produces stock market information, participating in the entire value chain of the investment sector.
In 2017, bvc merged with the Depósito Centralizado de Valores de Colombia, marking one of the most important milestones in the history of the country’s capital market.
“We were two companies with very different cultures,” said Diego Galindo Hernández, Director of Customer Service at bvc. “But we took on the challenge of transforming and developing the Colombian market with a unified, strategic vision focused on the customer.”
The need for change
After the two companies merged, it was critical to portray the new entity as one focused on the customer. Consequently, a new service model and implementation plan were designed.
“When we started the process of placing the customer in the center, we noticed that we were not going to be able to do it with the Avaya solution we had,” said Galindo.
One of the main issues with its Avaya solution was that the management tools weren’t integrated, and it absolutely lacked any type of omnichannel capabilities.