Financiera Juriscoop grew 45% leveraging Microsoft technologies

Juriscoop is a financing company that is part of the Juriscoop Business Group. Since its origins in 2014, it specializes in savings and credit with the goal of capturing savings from the public to place it in consumer credit, credit cards, vehicle credit and free investment.

With more than 100,000 customers and a presence in 30 cities in Colombia, Juriscoop's mission is to offer financial products and services with ease, quality and friendliness that add value to its customers.

The Colombian finance company competes against the country's large banks. This means that since its inception, they knew that they should differentiate themselves and not seek to deliver the cheapest product, but the one that would add the most value to it. To deliver a proposal that's in line with customer expectations, it was necessary to be able to know and segment these well.

Customer-Oriented Organizational Culture and Technology

Luis Alfonso Vera, Executive President of Juriscoop, emphasizes that to generate memorable customer experiences, two important levers were considered: technology and a customer-oriented organizational culture.

To fulfill its purpose, the company identified the need for a tool that would allow them to store, collect and analyze the data. Until then, all customer information was handled personally by each sales force employee. It was not found in any document.

In this way, Juriscoop decided to implement a solution that managed data, not transactionally, but in terms of relationships, thus initiating the Dynamics 365 adoption process with a focus especially on the consumer. "With this tool, both the organization and the business manager would have a 360-degree view of the customer," adds Vera.

A CRM that accompanied the business strategy

Dynamics 365 is a suite of intelligent enterprise apps that help manage every part of a business using AI-generated predictive insights. Juriscoop implemented three modules of this solution: Customer Service, Sales and Marketing.

The first module is responsible for providing tools to provide the best possible customer service experience. With Customer Service, the workforce can work from any channel with multiple sessions at once, interacting with applications without losing context and improving workflow with productivity tools. It can also track customer issues through cases and record all customer-related interactions.

On the other hand, Dynamics 365 Sales allows for the tracking of accounts and contacts, consolidating sales from leads to order, and creating collateral sales and Dynamics Marketing, as well as organizing orchestrated custom tours across touchpoints to strengthen relationships and gain loyalty. All this information, in turn, is connected and viewed in an attractive way through Power BI.

After a strategy between 2017 and 2018, for 2019, Juriscoop already had the three modules installed. According to Vera, in addition to training sessions for employees, the adoption of the tools continues to work day-to-day because "the implementation of technology is not an end in itself, but a means."

Juriscoop, with a growth trend

This adoption, along with internal factors of the company, caused the asset to grow by 45% compared to the previous two years. "In the last 24 months, 60% of sales were actively managed by the sales force," says Vera. "Dynamics allows us to better monitor everything and control the relationship with our customers and therefore have specific information for decision-making," he adds.

Today, Juriscoop employees can spend more time on customer relationships and less time on operational tasks, thus increasing productivity. Vera says Dynamics has helped increase production. "We met the margins we expected and improved the company's profitability." They are also now able to segment and better "target" their customers without wearing down the brand.

With Juriscoop's digital transformation, the CEO says: "Thanks to Dynamics, we triple the average amount of sales managed per employee."

Part of two worlds

Juriscoop's goal is to be present in both the physical and digital worlds and to offer its customers a superior experience on their preferred route. Anyone looking for credit now or wanting to learn more about investing can head to the office or do everything online without needing to talk to a human.

"The future is to continue on this path: to be in the two worlds, understanding that the industry does not sell credits, but instead enables means of payment," concludes Luis Alfonso Vera, Executive President of Juriscoop.