Propuesta de implementación de solución de Onboarding Digital para fortalecer la captación y experiencia de cliente en Banhcafe
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Date
2026-02-01
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Universidad Tecnológica Centroamericana UNITEC
Abstract
El presente trabajo propone la implementación de una solución de onboarding digital en el Banco Hondureño del Café (BANHCAFE) para fortalecer la captación de nuevos clientes. El objetivo principal es mejorar la experiencia de los clientes desde su primer contacto. La investigación se enfoca en diseñar un modelo que agilice la apertura de productos y servicios financieros, busca optimizar los recursos internos y los procesos operativos del banco. Se propone un modelo que garantiza el cumplimiento de las normativas legales y de seguridad vigentes. El estudio se desarrolló bajo un enfoque aplicado y descriptivo y la metodología incluyó análisis documental, observación directa y aplicación de encuestas, también se realizó un benchmarking de las mejores prácticas del sistema bancario. Los resultados evidenciaron que el proceso presencial actual presenta varias limitaciones, entre ellas destacan los tiempos prolongados de atención y el uso excesivo de documentación física. A partir de estos hallazgos, se diseñó una propuesta basada en fases de implementación digital. Se concluye que el onboarding digital mejorará la competitividad y cobertura de BANHCAFE.
This paper proposes the implementation of a digital onboarding solution at Banco Hondureño del Café (BANHCAFE) to strengthen the acquisition of new clients. The main objective is to improve the user experience from their first contact. The research focuses on designing a model that streamlines the opening of financial products and services, seeking to optimize the bank's internal resources and operational processes. A model is proposed that guarantees compliance with current legal and security regulations. The study was developed using an applied and descriptive approach, and the methodology included document analysis, direct observation, and the application of surveys. Benchmarking of best practices in the banking system was also conducted. The results showed that the current in-person process has several limitations, including long service times and excessive use of physical documentation. Based on these findings, a proposal was designed based on phases of digital implementation. It is concluded that digital onboarding will improve BANHCAFE's competitiveness and reach.
This paper proposes the implementation of a digital onboarding solution at Banco Hondureño del Café (BANHCAFE) to strengthen the acquisition of new clients. The main objective is to improve the user experience from their first contact. The research focuses on designing a model that streamlines the opening of financial products and services, seeking to optimize the bank's internal resources and operational processes. A model is proposed that guarantees compliance with current legal and security regulations. The study was developed using an applied and descriptive approach, and the methodology included document analysis, direct observation, and the application of surveys. Benchmarking of best practices in the banking system was also conducted. The results showed that the current in-person process has several limitations, including long service times and excessive use of physical documentation. Based on these findings, a proposal was designed based on phases of digital implementation. It is concluded that digital onboarding will improve BANHCAFE's competitiveness and reach.
Keywords
Onboarding digital, Inclusión financiera digital, Transformación digital, Experiencia del Cliente