Oracle Customer Success — Banco de la Nación Argentina

Banco de la Nación Argentina

Banco de la Nación Boosts its Digital Services with Oracle

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Oracle provided the right platforms for us to enhance the bank’s digital presence. Oracle Service Cloud helped us handle a high demand for mortgage loans without overloading our staff while with Oracle Social Cloud, we can provide outstanding service on our social media channels.

— Mariana Álvarez Trinco, Head of Communications and Social Media, Banco de la Nación Argentina

Banco de la Nación Argentina Expedites its Mortgage Loan Processes, Enhances Social Media Management and Optimizes Customer Communication with Oracle
 

Founded in 1891, Banco de la Nación Argentina—usually called Banco Nación—services about 10 million clients at its more than 700 service points across the country and abroad. It offers several services for small and medium-sized companies and individual clients and promotes the development of the Argentinian rural sector, regional economies and foreign trade.

In 2017, the bank put out a mortgage loan program to meet the high Argentinian demand. The senior leadership requested the implementation of a tech solution that would help it better service all people with interest in the credit lines and reduce the high traffic and waiting lines at the bank’s branches. They were also looking for a platform that could provide the right tools to support the bank’s recent move into social media.
 
Challenges
  • Implement a tech solution to help the bank address questions from customers about the recently launched mortgage credit lines while preparing for the upcoming demand boom
  • Facilitate Banco de la Nación Argentina’s management of its social media channels—Facebook, Instagram, and YouTube
  • Boost the bank’s online presence while improving communication with clients
Results
  • Deployed Oracle Service Cloud, Oracle Social Marketing Cloud Service, and Oracle Social Engagement and Monitoring Cloud Service and modernized Banco de la Nación Argentina’s communication with its customers
  • Centralized on a single platform all messages received on Banco de La Nación Argentina’s social media channels—Facebook, Instagram, and YouTube—while facilitating management and ensuring high responsiveness, as the bank receives 3,000 messages per month across its social media accounts
  • Expedited mortgage service processes by 30%, as Oracle Service Cloud granted an organized, interactive knowledge database hosted on the bank’s website, so that potential lenders can self-check if they qualify for a mortgage loan or even start requests via the internet
  • Reduced staff work overload, as well as operational costs, at bank branches, as now customers can get general and specific information on mortgage loan criteria online, which prevents unnecessary personal visits to branches 
  • Enabled bank employees to spend less time meeting with customers to give basic information, optimizing their work time and allowing them to focus on strategic tasks
  • Provided customers with easy access to a user-friendly, interactive Banco de la Nación Argentina website, while opening a new and effective communication channel and providing faster answers to customers

 

Other departments within the bank were working with Oracle products, so we contacted it first when we realized we needed to improve our digital presence. We looked at other vendors, too, but ultimately decided to go with Oracle because it adjusted perfectly to the bank’s needs.

— Mariana Álvarez Trinco, Head of Communications and Social Media, Banco de la Nación Argentina

Execution

“We implemented Oracle Service Cloud, Oracle Social Marketing Cloud Service, and Oracle Social Engagement and Monitoring Cloud Service within a very short time. The processes were sped up to handle the mortgage demand boom that was coming a few months after the beginning of the implementation,” said Mariana Álvarez Trinco

About Banco de la Nación Argentina

Headquarters

 
Buenos Aires, Argentina

Employees

 
18,000
Founded in 1891, Banco de la Nación Argentina—usually called Banco Nación—services about 10 million clients at its more than 700 service points across the country and abroad. It offers several services for small and medium-sized companies and individual clients, and promotes the development of the Argentinian rural sector, regional economies and foreign trade.
Published:  Jun 27, 2018