Case Study: Sistecrédito boosts NPS and cuts service time with Genesys Cloud CX

Sistecrédito boosts NPS by 8 points with Genesys

Sistecrédito, a financial services firm in Colombia, faced challenges with disconnected customer interaction channels and operational inefficiencies caused by using two separate systems for handling calls and requests. To transform its customer experience, Sistecrédito partnered with vendor Genesys to implement the Genesys Cloud CX platform.

By implementing the Genesys solution, Sistecrédito unified its service channels and orchestrated customer journeys. This resulted in an eight-point increase in Net Promoter Score (NPS), a 17% decrease in average handle time, and approximately $30,000 in monthly savings through measurable optimization. Genesys provided the platform that enabled these significant improvements in customer experience and operational efficiency.