Case Study: Santander Consumer Finance achieves 116% increase in business volume and faster, automated customer service with Oracle Service Cloud

Santander Consumer Finance Accelerates Business Growth with Oracle

Santander Consumer Finance Chile, the consumer finance arm of Banco Santander operating in the automotive market, needed a more modern, flexible platform to support rapid growth. As the company expanded, it faced challenges in speeding data processing, improving workflows and service quality, simplifying information flow, and becoming more responsive to customer needs.

Working with partner In Motion, SCF implemented Oracle Service Cloud (Oracle Cloud CX, Oracle B2C Service, Oracle CX Service) and launched the solution within nine months. The platform delivered personalized communications, automated approvals and fully online loan processes with e-signatures, cut verification and response times from up to an hour to about seven minutes, and drove major business growth — a 35% increase comparing January 2015 to January 2016 and a 116% rise across 2016 — while substantially improving customer experience.

Santander Consumer Finance

Leonardo Gaete

Head of IT and Cybersecurity Projects