DMA: Data and Marketing Association
Consumer Help

Click Banco de Varejo Itau A Great Behavior Change.

Agency: RAPP Brazil    •    Client: Itaú Unibanco SA    •    Category: Financial Products and Services    •    Award: Certificate

Ita? is the largest Brazilian Bank right now. To solve their most common questions, its 35,000 contributors generated 750,000 calls per month at 29 Call Centers. In order to reduce the flow and increase productivity, an online tool was developed: Click Banco de Varejo. Its early release ended up causing image problems that were soon resolved and required a repositioning campaign.

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