In the heart of Central America, the National Bank of Costa Rica (BNCR) stands out as an autonomous financial institution of the State, with a consolidated reputation for its commitment to excellence and its administrative independence. However, like many organizations in the digital age, the BNCR faced challenges in adapting to the changing demands of its customers and in optimizing its internal processes.

With the goal of improving the customer experience and increasing operational efficiency, the BNCR partnered with Izo to implement a series of transformative initiatives. The first challenge they faced was the low adoption of self-service channels, such as the mobile app and internet banking (IB). Many customers found these channels difficult to use, resulting in a frustrating experience and a low adoption rate.

To address this problem, the BNCR and Izo launched an innovative pilot that consisted of a comprehensive introduction, accompaniment and follow-up protocol to help customers effectively use self-service channels. This strategic approach generated a successful migration from face-to-face to digital channels, resulting in significant savings of more than $1 million in costs associated with the use of digital tools and an additional operational efficiency of $1.6 million. In addition, the Net Promoter Score (NPS) increased by an impressive 12 percentage points, demonstrating the improvement in customer satisfaction and loyalty to the bank.

But the BNCR didn't stop there. Recognizing the need to streamline the credit application approval process, the bank embarked on another pilot project in collaboration with Izo. This pilot focused on streamlining the approval process, providing clear and relevant information to customers at every stage of the process and improving proactive communication.

The results were equally impressive. The BNCR achieved an additional savings of $286,000 due to operational efficiencies, in addition to a significant increase in the NPS of 19 percentage points. This improvement in the customer experience not only strengthened the bank's position in the market, but also generated a positive impact on customer satisfaction and loyalty to the BNCR.

The collaboration between the National Bank of Costa Rica and Izo has demonstrated the transformative power of a strategy focused on the customer and digital innovation. By focusing on improving the customer experience and optimizing internal processes, the BNCR has reaffirmed its commitment to offering cutting-edge financial solutions and leading digital transformation in the Central American region.