Publicación:

Servicio al cliente: el reto de la transformación digital en pandemia

Resumen

The Covid 19 pandemic was certainly an event that affected the world, it generated a scenario of crisis and uncertainty in political, social, economic and cultural aspects, likewise, it was a scenario that brought with it the need for changes and transformations for industries. , the inclusion of new competitors, 100% digital products and new risks associated with the processes that derive from the digital business. Without a doubt, the most relevant challenge was to generate a great disruptive potential for the approaching panorama, the inclusion and hasty development of digital processes within organizations, both at an organizational level and in customer service and promotion of their goods and services to be able to give continuity to the business and preserve the health of its stakeholders (Clients, collaborators, suppliers, among others). This document presents the before, during and after the Banco de Bogotá at the organizational and customer service level, how this organization was structured before the pandemic, the changes and the strategies they implemented during this time that allowed them to continue offering their services to the public and the new reality it faces in the post-pandemic. Similarly, we present the perception that employees and customers have regarding the changes generated in the organization.