Case Study: Gentera boosts customer service and field-staff productivity with SAP SuccessFactors

Helping Field-Based Staff Provide Better Customer Experiences with SAP® SuccessFactors® Solutions

Gentera, a Mexico City–based microfinance bank with 22,000 field-based employees operating from more than 600 offices, needed to unify disparate HR systems and streamline recruitment, talent, performance, and learning workflows. The company sought clearer professional-development targets for loan advisors and better access to training for remote staff, and selected SAP SuccessFactors as a single, centralized talent management platform offering mobile self-service and a scalable cloud-based infrastructure.

Using SAP SuccessFactors, Gentera consolidated HR processes, sped hiring to an average of under 20 days, enabled mobile access to learning content, and reduced staff travel and administrative workload. The implementation shortened performance-evaluation cycles from three months to one, increased productivity through simplified processes and self-service, delivered more frequent, targeted feedback, and improved customer service through higher-quality staff training while supporting all 22,000 field employees.

Gentera

Adela Giral Lopez

Chief Human Resources Officer