Peru. BBVA bank faced the challenge of guaranteeing the comprehensive security of its facilities (1000 locations between branches, ATMs and its corporate building in Lima) while improving the experience of its customers.
As part of its technological commitment, BBVA Peru carried out a video surveillance project with the aim of reducing fraud, optimizing operability and improving the traceability of transactions. The project, divided into five phases, not only automated video surveillance systems, but also provided valuable data for other areas of the bank by integrating images and video analytics.
Solution
BBVA Peru chose the company Scati to develop a 360º solution that combines advanced technology with efficient security management and customer service. This project not only optimizes surveillance, but also enabled significant savings in operational costs.
- Phase 1. Migration to IP cameras and installation of 360º fisheye cameras, which allow four simultaneous perspectives to be obtained with a single device. This has reduced the number of cameras needed and provided useful information through heat maps that identify areas of increased traffic and waiting times in offices. In the customer service areas and windows, cameras have been placed to monitor the number of people and waiting times, improving the efficiency of the service and identifying possible critical points of agglomeration. This approach has significantly improved security efficiency and provided useful data for operational planning and resource management.
- Phase 2. Implementation of cameras with facial recognition at the entrances to branches, to prevent identity theft and detect people included in blacklists. In addition, these cameras generate demographic information on the gender and age of visitors, which is integrated into business intelligence systems. This data is essential to better understand the profile of customers and adapt the service offer according to their needs.
- Phase 3. Monitoring of ATM operations (Scati Cash). The incorporation of Scati Cash into the system allows you to "keep an eye on your ATMs" and track in real time all the operations carried out at ATMs. This system facilitates the detection of suspicious transactions in a matter of seconds, using advanced filters such as date, time and card number. Thanks to this tool, operators can efficiently investigate any claim or incident, considerably reducing response times and fraud due to social engineering.
- Phase 4. Centralization and management of metadata (Scati Reckon). Scati Reckon is a software that centralizes and manages metadata from all the cameras of 40 branches and ATMs, correlating banking operations with images and videos, which facilitates the traceability of each transaction. In addition to providing a clear real-time view, SCATI RECKON stores valuable information for business intelligence, used by areas such as customer service, human resources, operational risks and fraud prevention.
- Phase 5. Integration with commercial management systems. One of the major achievements of the project was the integration of video surveillance with other security and operational systems. At the request of the security area, the solution was extended to all operations carried out at the counters, integrating the bank's commercial management software with the video surveillance system. This allows each over-the-counter transaction to be associated with a specific video stream, improving traceability and simplifying dispute resolution with customers.
"Without a doubt, it is a 360º project where several areas of the bank are users of video systems, automating processes, improving the ROI of the investment and adding the added value of providing data for business intelligence," said the company Scati.
All implemented solutions are optimized to reduce operational costs, from the use of fisheye cameras that cover more areas with fewer devices, to efficient video compression using H.265, which reduces the bandwidth and storage needed. In addition, the system allows for process automation, reducing the need for human intervention in routine monitoring tasks.
Results
The implementation of this project has generated multiple benefits for BBVA Peru, meeting the key objectives established. With advanced video surveillance, the bank has managed to prevent fraud and reduce incidents of identity theft. Access control using facial recognition ensures that only authorised people enter sensitive areas, and the Scati Cash system has improved the management and resolution of ATM complaints.
The intelligent video surveillance system allows processes to be automated, such as the management of alerts in real time, significantly improving response times. The different areas of the bank can now access useful data for business intelligence, optimizing customer service and improving strategic decision-making.
Scati's solution not only ensures security, but increases ROI by adding value in multiple areas of the business. The integration of video data with other systems of the bank has improved traceability and optimization of resources.
Thanks to the counting and queue management cameras, the bank has been able to improve the customer experience by reducing waiting times and optimizing service at counters and service areas.
In summary, BBVA Peru's 360º project is a clear example of how advanced video surveillance technology can transform not only an organization's security, but also improve its operations, reduce costs and increase customer satisfaction, generating a positive impact on the business.
