Banco Promerica Costa Rica is part of the Promerica Group, with over 30 years of experience offering financial services in nine countries across Central America, South America, and the Caribbean. The organization is characterized by its commitment, trust, and responsibility, with a workforce of more than 12,700 employees in the region.

Promerica Group is one of the most important financial groups in the region, supporting communities in their progress by offering innovative financial services and meeting the unique requirements of each client. Their focus has always been on creating universal banking, and one of their key areas of strength lies in sustained growth and digital transformation, driving relationship banking.   

Members of the Promerica Costa Rica Collection department, including Roberto Álvarez Santos, Head of Collection and Payment Media Management; Michel Noguera, Analyst of Collection and Payment Media Management; and Juan Pablo Arias, Head of Digital Collection and Payment Media Management, all of them with more than 6 years of experience within the organization, share their experience with the integration process of Oracle Cloud Customer Experience (CX).

What has been the main challenge within the Collection area? 

“One of the significant challenges for the bank, as there are several, is to change management’s mindset when it comes to business, especially with the Collection area as there’s a perspective that this department is seen as the villains for customers because it deals with collections and constant calls; and it’s needed to change that perception to the idea that they require technological tools to make their management more friendly, to make the customer feel confident, and that they can be the team that offer solutions rather than being the ones that bothers or intrudes. This has allowed us to pursue a challenging goal in collections: to be perceived as a helpful department, an ally to the customer. With the positive results, how we have managed strategies, and how they have witnessed the evolution, this challenge is gradually becoming an achieved objective.” – Roberto Álvarez Santos, Head of Collection and Payment Media Management, Promerica Costa Rica. 

“Changing the mindset of the business itself, becoming a little bit less rudimentary, and starting to implement all these tools we’ve acquired through XUMTECH, such as reaching out to customers through different channels. Starting the segmentation, that has been a set objective that we have pursued and now is achieved.” – Michel Noguera, Analyst of Collection and Payment Media Management, Promerica Costa Rica.  

“We’ve been working on many things, with multiple focuses. It’s not just about technology or communication; but it’s also about changing the direction, the mindset that the collection area is perceived as a nuisance, but rather as an area that seeks solutions with the customer, helping and being close in various ways.” – Juan Pablo Arias, Head of Digital Collection and Payment Media Management, Promerica Costa Rica. 

What opportunities does the group have at a regional level? 

“I believe that internally, as an institution and as a group, we sometimes have tools that we don’t fully exploit. Having these three components: attitude, willingness, and creativity could, as a bank and as a group, contribute significantly to making us grow. Sometimes we have an idea of being customer-centric but executing it has been complicated because we still think differently in various areas. Trying to standardize that thinking has been a challenge. Having a tool that serves a large part of the bank and provides an opportunity to further exploit it for all areas of the bank as a group and that allows customers to have a better perception of the overall service.” – Roberto Álvarez Santos, Head of Collection and Payment Media Management, Promerica Costa Rica. 

The success of the digital transformation project at Grupo Promerica Costa Rica begins with the integration of strategic tools that effectively manage customer service through the implementation of the following modules: 

✔ Oracle Service Cloud

✔ Oracle Digital Customer Assistant (Chatbot)

✔ Oracle Eloqua Marketing Cloud 

We invite you to listen to the full interview on our YouTube channel.