According to data from the National Commission of the Retirement Savings System (CONSAR), partial withdrawals due to unemployment increased by 13% compared to 2020. This situation forced the Retirement Fund Administrators (AFORES) to rethink their service models to better meet customer needs.
In 2021, Citibanamex carried out more than 50 process automations related to its CRM, along with the implementation of automated reports based on Business Intelligence (BI). These initiatives allowed the company to optimize its resources and increase its service capacity by 35%, resulting in greater customer satisfaction.
In the commercial area, a new database management model and dialing rules were introduced, which boosted the contact rate of prospects requiring an Afore by 5%, and improved the conversion rate from 86% to 96% among users who chose to transfer their Afore to Citibanamex.
Citibanamex emphasizes that this implementation was carried out within PCI-DSS and ISO 27001 certified processes and infrastructure, ensuring the confidentiality of customer data at all times.
