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Diseño de un sistema digital de servicio al cliente, para la creación de nuevos productos y servicios de la Cooperativa de Ahorro y Crédito Inti-Ñan ubicada en la ciudad de Quito, provincia de Pichincha

Abstract:

He cooperativism in Ecuador and its law was dictated in November 30th 1937, the sector of cooperatives constitutes the second actor at the national level after the banking sector – with more than 550 selling points – and represents 10% of the national financial movements. There are more than 947 cooperatives that serve about 1.800.000 clients, 60% of which are microenterprises (and 45% rural micro-enterprises). Since August 2012 cooperatives have been regulated by SEPS Superintendencia de Economías Popular y Solidaria. The sector of cooperatives resisted the crisis relatively well and thus managed to gain the population’s trust. Ever since the crisis, the sector has been growing continuously and enjoys the highest growth rate in the financial sector. This evolution is essentially linked to the increase of members and savings, this is the main reason why we are offering the design of a valuable tool for Cooperativa Intiñan Ltda which is going to help them to improve the service they are offering by giving them three important ways of communication with their clients such as 1800 line, a website and a better attention in the office located in the Historic center of Quito. These three platforms will help to reduce times and to offer an Improved service quality which may increase economic competitivenessd.