Banco Promerica Guatemala is part of Grupo Promerica, a group of financial institutions located in nine different countries in Central America, South America and the Caribbean. With more than 25 years experience, this bank currently has nearly 3,000 employees and more than 100 branches throughout the country. Furthermore, it is the leading credit card issuing bank, and it has a good share of consumer loans and passive accounts.

Promerica Guatemala, it is one of the banking institutions with the highest growth in recent years. In addition, Banco Promerica differs from other financial institutions on the service experience provided to customers. As a leading credit card issuer, it outperforms other competitors because it gives the best value offerings while providing a high-quality service.

Banco Promerica implemented Oracle Service to further enhance user experience and offer more personalized services, which is part of the Oracle Advertising and Customer Experience (CX) portfolio of solutions. This solution allows the company not only to understand the customer’s behavior and needs, but also helps determine communication channels while providing a multi-channel tool to follow up on any request. In a nutshell: this solution seeks efficiency and improvement in customer service.

These results are reflected in the increased productivity of service representatives. The average handle time (AHT), which measures the average length spent with a customer, is a major indicator of productivity. It decreased from 6,56 minutes to 6,31. Likewise, the call abandonment rate dropped from 5% to less than 2%, which has, consequently, resulted in greater customer satisfaction. Additionally, Oracle Service Solution enabled a self-service option within customer service, now, requests can be managed from the Banco Promerica website without the need to call a call center, which means less waiting time and greater customer satisfaction.

On the other hand, these benefits have not only been external. The work of bank employees has been facilitated and optimized since all customer information is now on a single platform. Before, 18 screens were used, but now everything is in a single cloud solution.

Today the bank has a 360-degree view of the user regardless of whether the customer contact the bank via WhatsApp, call or social networks. Now the executive has an immediate traceability of the movements and can identify the needs of customers.