Banco Promerica Costa Rica — Business and customer experience digitalization
Brief case
Technical sheet
- Year: 2023
- Industry: Banking & Finance
- Areas of Optimization: TBD
- Applied Solution: 360° Transformation – Comprehensive Service Process
Success Story
Banco Promerica Costa Rica Transforms the Customer Experience with Oracle Cloud CX
Recognizing that the financial sector needed to adapt quickly to evolving customer demands, the bank realized it had to digitize its operations — but lacked clarity on how to do so.
That’s when XUMTECH stepped in as a strategic ally, guiding them through the journey of building a digital transformation plan that would not only modernize processes but also shift the mindset of the entire team.
Through strategic consulting, we identified the bank’s key challenges and areas of opportunity. XUMTECH didn’t just implement advanced technology — we helped change the way Banco Promerica connected with its customers.
The strategy focused on increasing operational visibility, optimizing collections processes, and — most importantly — enhancing the customer experience.
The goal was clear: to use technology as a driver to transform collections into a helpful, customer-friendly experience.
Oracle Cloud Customer Experience (CX)
The implementation of Oracle Cloud CX was the cornerstone that enabled Banco Promerica Costa Rica to completely reshape its collections model — targeting key pillars such as operational efficiency, customer experience, and tech innovation.
Tools like Oracle Service Cloud, Oracle Digital Customer Assistant (Chatbot), and Oracle Eloqua Marketing Cloud helped modernize the bank’s collections system, while also improving service personalization and response efficiency.
These technologies allowed for more precise customer segmentation, the delivery of tailored solutions through multiple channels, and the transformation of collections into a process that is more human, agile, and proactive.
Impact
What has been the main challenge for Promerica Costa Rica's collections department?
"The most meaningful change was getting collections to stop being seen as a nuisance and instead become an ally that helps customers find solutions.”
Roberto Álvarez Santos
Head of Collections and Payment Methods
Operational efficiency that doubles customer satisfaction
Banco Promerica has achieved a remarkable transformation in how its collections department is perceived — shifting from a source of tension to a collaborative and supportive customer service area. With the help of the right technology, the bank not only optimized operational efficiency but also boosted customer satisfaction and loyalty.
A clear example of this success is the 45% increase in digital transactions. The virtual assistant implemented by the bank helped better understand user behavior and needs, delivering instant answers in under 3 seconds. As a result, satisfaction scores doubled, reaching 90 points in just one year.
Additionally, the bank digitized 44% of its customer base and tripled usage of its self-service platform,significantly enhancing user experience and setting the bank apart from other financial institutions.
Oracle Cloud CX
This transformation not only brought internal improvements but also opened new opportunities to replicate the customer-centered approach both nationally and across the region.
Ultimately, this experience proves how the right combination of technology and strategic planning can turn a challenge into long-lasting, positive change for the organization.
Now the invitation goes out to those ready to evolve their business and take the customer experience to the next level. Are you in?
Una cosa más...
La efectividad en las gestiones diarias con el cliente al integrar los canales digitales como WhatsApp, SMS, correo electrónico, entre otros, nos permite obtener data importante para realizar análisis del comportamiento del cliente, y brindarles una atención personalizada
