Case Study: Coopeservidores improves member service and online experience with Oracle Service Cloud

Coopeservidores Gains 360-Degree View of Associates, Improves Members’ Online Experience with a Multi-Channel Customer Experience Cloud Solution

Coopeservidores, a leading financial organization in Costa Rica, needed to standardize and streamline its CRM processes, replace a legacy Microsoft CRM system, and give members a better multichannel service experience. The cooperative wanted a single source of information to help customer service representatives resolve inquiries faster and support nearly 100,000 associates across its 30 branches.

Using Oracle Service Cloud and Oracle Sales Cloud, Oracle helped Coopeservidores implement a Customer Engagement Center with instant access to member financial information. The new platform integrated customer service channels into one interface, gave staff mobile access to member accounts, and supported social media and marketing efforts, while reducing CRM infrastructure costs. Coopeservidores completed the deployment in three months and said the new CRM foundation exceeded the capability of its legacy system.

Coopeservidores

Mauricio Garro Ureña

IT Director