{"id":37757,"date":"2026-09-25T00:00:00","date_gmt":"2026-09-25T00:00:00","guid":{"rendered":"https:\/\/angelboss.com.br\/2026\/09\/25\/336717-tecban-amplia-escuta-e-satisfacao-do-cliente-b2b-e-b2c\/"},"modified":"2026-09-25T00:00:00","modified_gmt":"2026-09-25T00:00:00","slug":"336717-tecban-amplia-escuta-e-satisfacao-do-cliente-b2b-e-b2c","status":"publish","type":"post","link":"https:\/\/angelboss.com.br\/en\/2026\/09\/25\/336717-tecban-amplia-escuta-e-satisfacao-do-cliente-b2b-e-b2c\/","title":{"rendered":"Tecban amplia escuta e satisfa\u00e7\u00e3o do cliente B2B e B2C"},"content":{"rendered":"<p>Em celebra\u00e7\u00e3o ao<strong> Dia do Cliente<\/strong>, comemorado em 15 de setembro, a Tecban refor\u00e7a seu compromisso com a evolu\u00e7\u00e3o da experi\u00eancia dos p\u00fablicos com os quais se relaciona. A empresa, respons\u00e1vel pela gest\u00e3o do Banco24Horas e outros neg\u00f3cios que impactam diretamente a infraestrutura financeira do Brasil, tem transformado a escuta direta dos clientes em melhorias concretas ao longo da jornada.<\/p>\n<p>Essa premissa foi aplicada ao relacionamento da Tecban com as institui\u00e7\u00f5es financeiras e empresas parceiras. Nesse contexto, a companhia estruturou projetos dedicados ao mapeamento e tratamento de quest\u00f5es operacionais e de relacionamento no ambiente B2B. A iniciativa combina diferentes indicadores e mecanismos de acompanhamento, incluindo os conceitos de <em>Inner Loop<\/em>, voltado ao tratamento imediato e resolutivo de casos cr\u00edticos, e <em>Outer Loop<\/em>, direcionado \u00e0 identifica\u00e7\u00e3o das causas-raiz dos problemas e \u00e0 preven\u00e7\u00e3o de novas ocorr\u00eancias.<\/p>\n<p>O projeto piloto foi realizado com o Banrisul, a partir de uma escuta estruturada que permitiu identificar pontos de fric\u00e7\u00e3o espec\u00edficos na rela\u00e7\u00e3o com a institui\u00e7\u00e3o. Os diagn\u00f3sticos foram transformados em planos de a\u00e7\u00e3o envolvendo diferentes \u00e1reas da Tecban, como TI, Opera\u00e7\u00f5es, Produtos e P\u00f3s-Venda.<\/p>\n<p>&quot;No mercado B2B, a qualidade percebida n\u00e3o \u00e9 necessariamente gerada pela aus\u00eancia de problemas, mas muito mais pela capacidade de resolv\u00ea-los na causa raiz antes que eles se agravem&quot;, explica Natalia Sansoni, Superintendente de Marketing, Comunica\u00e7\u00e3o e Experi\u00eancia do Cliente da Tecban.<\/p>\n<p><strong>Feedback dos usu\u00e1rios orienta mudan\u00e7as nos terminais<\/strong><\/p>\n<p>Nos Banco24Horas, pesquisas, testes e an\u00e1lises da <strong>&quot;Voz do Consumidor (VoC)&quot;<\/strong> tamb\u00e9m t\u00eam orientado mudan\u00e7as na interface e na opera\u00e7\u00e3o dos caixas eletr\u00f4nicos. Entre os resultados est\u00e3o:<\/p>\n<ul>\n<li><strong>Navega\u00e7\u00e3o simplificada:<\/strong> a nova tela de espera alcan\u00e7ou 78% de aprova\u00e7\u00e3o dos usu\u00e1rios, contribuindo para que os servi\u00e7os sejam encontrados com mais agilidade.<\/li>\n<li><strong>Disponibiliza\u00e7\u00e3o de c\u00e9dulas menores:<\/strong> a oferta de notas de menor valor para saque gerou um ganho de 4,6 pontos percentuais na satisfa\u00e7\u00e3o relacionada \u00e0 adequa\u00e7\u00e3o do dinheiro dispon\u00edvel \u00e0s necessidades dos usu\u00e1rios.<\/li>\n<\/ul>\n<p>At\u00e9 julho deste ano, o \u00edndice acumulado de satisfa\u00e7\u00e3o do consumidor (CSAT) nos Banco24Horas chegou a 73,7%, alta de 3,6 pontos percentuais desde o in\u00edcio de 2026. O resultado reflete uma estrat\u00e9gia de centralidade no cliente baseada na proximidade, na identifica\u00e7\u00e3o de pontos de fric\u00e7\u00e3o e na atua\u00e7\u00e3o cont\u00ednua para aprimorar a qualidade das entregas.<\/p>\n<p>Essa agenda tamb\u00e9m \u00e9 importante para o <em>back-end<\/em>, materializada no <strong>Programa De Olho no Cliente<\/strong>, que, especialmente em setembro, refor\u00e7a a import\u00e2ncia de colocar o consumidor no centro das decis\u00f5es e das entregas da companhia. Com o conceito<strong> &#8220;Qualidade que o cliente sente&#8221;<\/strong>, a iniciativa conecta diferentes \u00e1reas da Tecban em a\u00e7\u00f5es de escuta, acompanhamento e aprendizado, buscando transformar as percep\u00e7\u00f5es do p\u00fablico em a\u00e7\u00f5es concretas.<\/p>\n<p>Uma das iniciativas \u00e9 o <strong>Dia do Ouvir<\/strong>, que coloca profissionais de diferentes \u00e1reas da companhia em contato, em tempo real, com chamadas da Central de Atendimento. A partir dessa experi\u00eancia, os times conseguem identificar dificuldades recorrentes, compreender de forma mais pr\u00f3xima as necessidades dos clientes e encontrar oportunidades de aprimoramento nos processos. At\u00e9 o momento, cerca de 170 profissionais participaram da iniciativa, que resultou na identifica\u00e7\u00e3o de 49 sugest\u00f5es com aplica\u00e7\u00e3o direta nos fluxos operacionais.<\/p>\n<p>&quot;Escutar o cliente \u00e9 fundamental, mas o valor dessa escuta est\u00e1 no que fazemos a partir dela. Quando transformamos feedback em a\u00e7\u00e3o e atuamos sobre as causas das fric\u00e7\u00f5es, mostramos, na pr\u00e1tica, que a voz do cliente importa. E assim, fazendo o b\u00e1sico bem-feito com consist\u00eancia, constru\u00edmos confian\u00e7a ao longo do tempo&quot;, conclui Natalia.<\/p>\n<p><img src='https:\/\/api.dino.com.br\/v2\/news\/tr\/336717?partnerId=4593' alt=\"\" style=\"border:0px;width:1px;height:1px;\" \/><\/p>","protected":false},"excerpt":{"rendered":"<p>\u00cdndice acumulado de satisfa\u00e7\u00e3o dos consumidores cresceu 3,6 pontos percentuais desde o in\u00edcio de 2026. Estrat\u00e9gia re\u00fane a\u00e7\u00f5es de escuta, melhorias operacionais e iniciativas voltadas \u00e0s institui\u00e7\u00f5es financeiras<\/p>","protected":false},"author":3,"featured_media":37758,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","_seopress_robots_follow":"","_seopress_robots_imageindex":"","_seopress_robots_snippet":"","_seopress_robots_primary_cat":"","_seopress_robots_breadcrumbs":"","_seopress_robots_freeze_modified_date":"","_seopress_robots_custom_modified_date":"","_seopress_robots_canonical":"","_seopress_social_fb_title":"","_seopress_social_fb_desc":"","_seopress_social_fb_img":"","_seopress_social_fb_img_attachment_id":0,"_seopress_social_fb_img_width":0,"_seopress_social_fb_img_height":0,"_seopress_social_twitter_title":"","_seopress_social_twitter_desc":"","_seopress_social_twitter_img":"","_seopress_social_twitter_img_attachment_id":0,"_seopress_social_twitter_img_width":0,"_seopress_social_twitter_img_height":0,"_seopress_redirections_value":"","_seopress_redirections_enabled":"","_seopress_redirections_enabled_regex":"","_seopress_redirections_logged_status":"","_seopress_redirections_param":"","_seopress_redirections_type":0,"_seopress_analysis_target_kw":"","page_builder":"","footnotes":""},"categories":[315],"tags":[350,347,343,324,323],"class_list":["post-37757","post","type-post","status-publish","format-standard","has-post-thumbnail","category-noticias-corporativas-dino","tag-comunicacao","tag-industrias","tag-marketing","tag-negocios","tag-tecnologia"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Tecban amplia escuta e satisfa\u00e7\u00e3o do cliente B2B e B2C - Portal Masculino de Moda, Beleza, Luxo and Business - Angel Boss<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/angelboss.com.br\/en\/2026\/09\/25\/336717-tecban-amplia-escuta-e-satisfacao-do-cliente-b2b-e-b2c\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tecban amplia escuta e satisfa\u00e7\u00e3o do cliente B2B e B2C - Portal Masculino de Moda, Beleza, Luxo and Business - Angel Boss\" \/>\n<meta property=\"og:description\" content=\"\u00cdndice acumulado de satisfa\u00e7\u00e3o dos consumidores cresceu 3,6 pontos percentuais desde o in\u00edcio de 2026. 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