Logística de Servicios en los Corresponsales Bancarios propios en Colombia.

Abstract

Customer service, design and logistical behavior are key elements for the success of Colombian companies and are currently not taken advantage of in practice. Most of them take into account the analogy between logistics and customer service, however, is only considered as a support for the provision of services and not as an important driver of increase for indicators of efficiency and competitiveness. The objective of this study is to expose the logistics of services applied to the correspondent banking model in Colombia in order to guarantee financial services and transactional support to areas where there are no banking agencies, thus avoiding transfers of financial consumers and contributing to financial inclusion. For the development of the objective we used a methodology that focuses on document review and field research, the analysis was based on understanding the business model and how logistics intervenes in it. The topics are presented in chapters based on the specific objectives: Distribution Channel of the Banking Correspondent Network; selection, linkage and implementation of the banking correspondents and administration of the Banking Correspondents. The findings allow us to conclude that despite the fact that the entire Colombian population is not familiar with the term banking correspondent, it is a service that brings the client closer, guarantees coverage of financial services allowing the user to have an agile, secure and operationally functional process that in turn generates reliability.