El Use of Indicators as a Business Intelligence solution for a logistics process of customer service of certain Venezuelan Private Banks

Abstract

Business Intelligence (BI) tools allow ordering and analyzing data from various sources, to obtain knowledge that facilitates the interpretation and understanding of information, improving decision-making in a company and achieving a competitive advantage. This article seeks to propose BI solutions for customer service, using two anonymous banking institutions as a database and source of information. Through the use of Rstudio©, as a digital tool to work with Data Mining, statistical processes and analyzes were carried out to extract all the pertinent information for the development of management indicators. Through these indicators and the Benchmarking methodology, the results between both banks were compared, where it was determined that there were two serious problems: customer segmentation and excess products offered. Finally, a series of solutions based on business intelligence were proposed to optimize resources and improve customer service, thus increasing the level of competitiveness of both banks.