Oracle Customer Success — Santander Consumer Finance in Chile

Santander Consumer Finance in Chile

Santander Consumer Finance Accelerates Business Growth with Oracle

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We were looking for a platform to support our business model, and Oracle Service Cloud met our needs. The goals we set have already been surpassed. Comparing January and February 2015 to January and February 2016, our business grew by 35%.

— Leonardo Gaete, Head of IT and Cybersecurity Projects, Santander Consumer Finance in Chile

Santander Consumer Finance Chile Increases Business Volume, Improves Services, and Accelerates Business Growth Project in Chile with Oracle Service Cloud

Santander Consumer Finance (SCF), a subsidiary of Banco Santander, is the group's consumer finance division, which operates in 17 countries. It was established in Chile in 2008 as alternative financing in the automotive market. The company has grown considerably in recent years, increasing the need to improve its systems and endure the challenges of its new business strategy. Therefore, it was crucial to look for a more modern tool that could properly meet the specific needs of SCF.

 
Challenges
  • Find a powerful, reliable, and flexible platform, tailored to the needs of the finance group’s growth project
  • Speed up the finance group’s data processing and improve the workflow
  • Improve service quality as part of a new business strategy to increase market share
  • Simplify the flow of information and become more responsive to customers’ needs
Results
  • Improved the customer experience and increased the company’s business volume by 116% in 2016 with Oracle Service Cloud—in a year-to-year comparison for a single month, January 2015 to January 2016, the increase was 35%
  • Provided a more personalized communication with Oracle Rightnow Engage, reduced the time for verifying information and responding to clients’ requests to about seven minutes—previous analysis could take up to one hour—and deployed automatic approval processes, improving the agility of the workflow
  • Provided a robust and efficient platform that enables the institution to aim processes 100% automated, in which all documents and even signatures for loan applications can be sent online—prompting a change in the finance industry in Chile
  • Built a customized system fully adjusted to the company's growth project thanks to the platform’s flexibility

 

We evaluated other companies, but the solution that best suited our needs was Oracle Service Cloud and was recommended to us by Banco Santander in Spain. Oracle’s vision aligned with the one shared by the Santander group.

— Leonardo Gaete, Head of IT and Cybersecurity Projects, Santander Consumer Finance in Chile

Execution

“The core of the system was always the one of the bank, but the success of the project would not have been possible without the strongest feature of Oracle Service Cloud: its flexibility. We started working in May 2015 and the launch was nine months later,” said Leonardo Gaete, head of IT and Cybersecurity Projects at Santander Consumer Finance in Chile.


About Santander Consumer Finance in Chile

Headquarters

 
Santiago, Chile

Employees

 
300

Santander Consumer Finance, a subsidiary of Banco Santander, is the group's consumer finance division, which operates in 17 countries. It was established in Chile in 2008 as an alternative financing option in the automotive market. SCF in Chile now is one of the biggest finance companies within the sector in the country, with 55,000 clients.

Partners

“The In Motion personnel have great knowledge of the tool and there was a good cohesion of the teams during the implementation of the project. With the amazing flexibility of Oracle Service Cloud we now have the solution exactly the way we want,” said Gaete.

Published:  Apr 07, 2017