Case Study: Banco Estado improves debt collection and customer empowerment with Liquid Agency

Banco Estado boosts recovery rates and brand perception with Liquid Agency

Banco Estado, Chile's leading state-run bank, needed its debt collection agency BECO to improve collection services while maintaining a social protection role for its low-income clients. The vendor, Liquid Agency, was engaged to design a new, more humane debt collection customer experience.

Liquid Agency conducted research and co-created a new customer journey map and activation roadmap focused on financial education and empowerment. This solution redesigned the experience across digital tools and cultural behaviors. The vendor's work led to increased recovery rates, higher brand perception, improved customer service, and a more empowered clientele.

Banco Estado