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7 Mai 2025

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Einzelhandel und E-Commerce

Elevating El Palacio de Hierro’s collection recovery

Struggling with rising late payment post-pandemic, Mexican department store El Palacio de Hierro sought a modern solution beyond their traditional internal approach. Konecta was selected as their partner, offering a tailored blend of cutting-edge technology and skilled agents. This collaboration aimed to optimize debt recovery while maintaining El Palacio de Hierro's recognized customer experience. The partnership focused on integrating advanced systems and a customer-centric approach to redefine their collection management. 

About the client

El Palacio de Hierro is the first and most modern department store in the historic center of Mexico City. With more than 135 years of existence, El Palacio de Hierro has established itself as the benchmark for luxury, quality and customer orientation. Its history connects five generations of Mexicans, offering the best brands in the world under one roof. 

Key figures

74%

NPS over the total number of clients managed

9.4

CSAT

95%

Effective resolution

Faced with an unprecedentedly challenging environment, El Palacio de Hierro opted for a disruptive strategy to recover its financial levels in record time. Instead of resorting to traditional collection methods, it opted for advanced technology, intelligent automation and strategic talent management.
 
El Palacio de Hierro identified Konecta as the ideal partner to transform its collections operation:

  • State-of-the-art systems and infrastructure. 
  • High security standards in information management (certifications).
  • Highly qualified personnel with agile recruitment processes.
  • Excellence and certifications in management, technology and social processes.

Konecta’s solution combined tech and human touch for El Palacio de Hierro across the customer collection journey:

  • A customized AI-powered CRM helped to optimize past-due recovery and inbound calls, 
  • Our empathic agents handled payment negotiations to meet Palacio de Hierro recovery objectives while keeping excellent customer service with multichannel support (phone and WhatsApp).


In addition, it achieved a synergy between the two companies, which leveraged the relationship and boosted management results.  

Konecta became a strategic extension of Palacio de Hierro, operating with a business partner mentality.

Thanks to this integration in 2020, we were able to accelerate recovery times, improve operational efficiency and redefine collection standards in the industry.
 
Konecta’s solution balanced tech and human expertise, ensuring a 95% FCR (First Contact Effective Solution).
Konecta agents also guaranteed a 74% NPS (Net Promoter Score) and a CSAT (Customer Satisfaction Score) score of 9.4. 

Talks, a personal space with José Manuel Santos, Customer Care Director at El Palacio de Hierro

 We had an engaging conversation with José Manuel Santos, Customer Care Director at El Palacio de Hierro — the first luxury department store in Mexico, whose flagship store was recently ranked as the second-best luxury department store in the world. 

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