Banco Cuscatlán
Banco Cuscatlán
Guatemala
Company Profile:
Since 1972, Banco Cuscatlán has been a benchmark for innovation and excellence in Central American banking. Its goal is to deliver the best possible experience to its customers, creating value responsibly for its clients and for each country in which it operates.
+4000
employees across the region
2021
year our collaboration began
Context
In 2021, Banco Cuscatlán Guatemala identified the need to implement a solution that would allow them to optimize critical processes for the bank’s operations. Before implementing Flokzu, these processes were entirely manual and relied on emails, physical documentation, and multiple validations across departments. This resulted in slow, poorly standardized processes with limited visibility into the real status of each request. Today, Flokzu is used across multiple areas of the bank, including operations, commercial, administrative, and support teams, supporting processes such as purchasing, travel expense payments, performance evaluations, and projects.
“Our challenge was to transform the way we operated and make our processes more efficient, allowing us to achieve better traceability, efficiency, and structure so we could grow on a solid foundation.”
Achieved results
Agility and reduced turnaround times
One of the clearest results was seen in the supplier payment process.
“We managed to reduce supplier payment time from four days to just one. This significantly reduced manual intervention.”
Digital transformation of critical processes
“Before implementing Flokzu, our processes were entirely manual. We depended on emails, physical documents, and multiple validations across departments.”
Greater traceability and visibility
One of the bank’s main pain points was the inability to clearly identify which stage each process or request was in.
“Our challenge was to transform the way we operated and make our processes more efficient, allowing us to achieve better traceability, efficiency, and structure so we could grow on a solid foundation.”
Impact on customer experience
Flokzu’s impact was not limited to internal operations. In processes such as credit applications, requests previously took between two and three days to arrive from a branch, mainly due to distance and physical documentation.
“Today, this process is completely digital and requests are received immediately. This allows us to reduce response times, make faster decisions, and deliver a better customer experience.”
Cross-functional adoption
“What started as a very specific process has truly become a tool with benefits across the entire bank. Multiple areas are using Flokzu, including operations, commercial, administrative, and support teams.”
Scalability and sustained growth
Banco Cuscatlán’s evolution with Flokzu is also reflected in the growth of the platform’s use across the organization.
“At Banco Cuscatlán, we started with 19 licenses and today we have 180, and we achieved this by optimizing 58 processes.”
Efficiency
Beyond optimizing individual processes, Banco Cuscatlán highlights that automation allowed them to transform the way they work.
“This has not only allowed us to optimize our processes, but also to transform the way we work, making us a more agile, efficient, and customer-focused bank.”
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