Case Study: Coopeservidores achieves a 360-degree view of associates and an improved member online experience with Oracle Customer Experience Cloud

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

Coopeservidores is a member-run financial cooperative in Costa Rica, founded in 1957 and serving nearly 100,000 associates through 30 branches. The organization needed to replace a legacy Microsoft CRM, standardize and streamline customer-relationship processes, and deploy a multichannel platform to gain a real-time, 360-degree view of members while improving service consistency, member participation, and marketing/social engagement.

Working with Oracle and partner Soluciones Inra, Coopeservidores deployed Oracle Sales Cloud and Oracle Service Cloud in three months to create a single Customer Engagement Center. The cloud solution centralized multichannel support, enabled web-based mobility, introduced social listening and stronger analytics, and lowered total cost of ownership—resulting in faster, more accurate service, higher member satisfaction, improved marketing insight, and more value for associates without increasing costs.

Coopeservidores

Mauricio Garro Ureña

IT Director