Case Study: SURA boosts customer loyalty and digital adoption with Prosci

SURA - Customer Case Study

SURA, a major Latin American financial services firm, faced significant regulatory challenges and was embarking on several large, disruptive projects that posed a high risk to its employees and clients. To meet its accelerated business goals, SURA's leadership identified change management as a critical success factor and partnered with the vendor Prosci, utilizing its methodology through the Prosci Global Partner Faculta.

With Prosci's support, including their Change Management Certification Program and Advisory Services, SURA built organizational change capability by integrating change management with project management and certifying 35 internal practitioners. The results were significant: SURA added 2.3 million clients, reduced client turnover by 44%, and saved $706k by boosting customer loyalty. The initiatives also led to a more diversified product portfolio and a dramatic increase in the number of sales managers selling multiple products.

SURA

Cristina Moroyoqui Leon

Employee Experience Leader