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.
