E-Ticketing System Implementation Provider | PBS - Banco Popular
This project involved a large-scale infrastructure upgrade for Banco Popular, one of Costa Rica’s leading financial institutions, aimed at modernizing its in-branch customer experience. The primary goal was to replace outdated queuing methods with a standardized, efficient e-ticketing system provided by PBS.
As a deployment operator on the PBS team, my role was to manage the complete on-the-ground technical execution. This was a hands-on logistical and technical challenge that required traveling to every bank branch across the country to ensure the system was fully operational.
Impact on Operations and Customers:
The successful deployment delivered two primary benefits:
For the Bank (Operational): Standardized branch operations, allowing management to gather crucial data on customer volume and service times.
For the Customer (End-User Experience): Significantly improved the customer journey by introducing transparency and predictability to the waiting process. Customers received accurate ticket numbers, were called by number, and could see their estimated wait time, directly reducing perceived wait times and improving satisfaction.
Key Responsibilities & Achievements:
As a member of the PBS technical team, managed the end-to-end deployment of an electronic queuing system for Banco Popular's teller services.
Executed all on-site hardware installations (including ticketing kiosks and peripherals) across all bank branches nationwide.
Performed comprehensive software installation, configuration, and testing of the PBS solution to ensure seamless operation at launch.
Successfully transitioned all branches to the new system, improving the client's customer flow and operational efficiency.