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15 julho 2026

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Retalho e E-commerce

Elevating El Palacio de Hierro’s collection recovery with Agentic AI

Mexican luxury department store El Palacio de Hierro sought to optimize early-stage debt recovery. By upgrading operations with agentic AI, Konecta transformed their digital collections, matching the output of their agents while maximizing recovered funds and maintaining El Palacio de Hierro's recognized customer experience. 

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

9.4

CSAT

95%

Effective resolution

10%

Increase of total amount recovered per fulfilled payment 

>30%

Higher compliance rate on promises versus traditional models

Struggling with rising late payments, Mexican department store El Palacio de Hierro sought a modern solution beyond their traditional internal approach. They needed to optimize their early-stage delinquency portfolio, specifically targeting accounts 1 to 30 days past due. The challenge was managing up to 1,500 daily interactions effectively without resorting to outdated collection methods that could compromise their 135-year legacy of luxury customer experience. They required a disruptive strategy to recover financial levels in record time. The goal was to drastically improve collection metrics while ensuring customer loyalty remained perfectly intact.

Konecta was selected as their partner to redefine their collection management by implementing our digital collections solution. By offering a tailored blend of cutting-edge technology and skilled agents, we modernized the approach by upgrading operations with agentic AI, launching a digital coworkers strategy. 

Initially, we split the debtor base equally between traditional agents and our bot to accurately measure effectiveness. We leveraged a heat map to optimize daily outreach and conducted daily analytical reviews to refine the strategy in real-time. 

Our customized AI-powered systems optimized past-due recovery, while our empathic agents handled complex payment negotiations to ensure multichannel support (phone and WhatsApp) aligned with their luxury brand standards.

The integrated partnership achieved a powerful synergy, accelerating recovery times and improving operational efficiency. Compared to traditional management, the hybrid strategy yielded a >30% higher fulfillment rate on payment promises. Crucially, the outcome-based model drove a 10% improvement in the total amount recovered per fulfilled payment. 

By balancing tech and human expertise, Konecta ensured a 95% effective resolution rate, a 74% NPS, and a 9.4 CSAT score, completely redefining collection standards in the retail industry. 

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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