A no later than June 30 Entities under the supervision of the Financial Superintendence must have the technological system ready and in operation to improve customer service in banks, insurance companies, pension and severance funds and other entities in relation to requests, complaints and claims (PQR).
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Also, it must transmit or report all PQRs daily no later than 11:59 pm, seven days a week, 365 days a year and respond within the established times.
Julián Sánchez, co-founder of Bidda, a consulting firm specializing in customer experience and creator of Smartcatch, a technological system that allows financial institutions to send, receive, review and/or audit in detail the information that is going to be transmitted through Smartsupervision , the technology generates traceability between both parties and contributes to “cConsolidate a culture of due attention, fair treatment, protection, respect and service within the supervised entities”.
Ensures that the implementation of these technologies “speed up the customer service system and translate into a shorter resolution time for the user and to the Financial Superintendent”. Likewise, “they revolutionize the model of the defender of the financial consumer in the country.”
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Everything that is reported will be subject to evaluation and typification by the Financial Superintendent.
BRIEFCASE
