Case Study: Banco Promerica improves customer service with Oracle CX

Banco Promerica Optimizes Customer Service With Oracle Cloud

Banco Promerica, the Guatemalan bank within the Promerica Group, needed to improve customer service and create a more personalized, multichannel experience. To do that, it turned to Oracle CX to better understand customer behavior, manage requests across channels, and streamline its contact center operations.

Oracle implemented Oracle CX Cloud, giving Banco Promerica a 360-degree view of each customer by consolidating WhatsApp, social media, calls, and other channels into one cloud-based tool. The bank reduced average handling time from 6:56 to 6:31, cutting nearly 30 seconds per interaction, while also improving self-service, productivity, and customer satisfaction.

Banco Promerica

Miguel Antonio Morales Guillén

Business Strategy Manager