Banco de Crédito del Perú transforms customer experience with Microsoft Power Platform

Banco de Crédito del Perú (BCP) is the largest financial institution in Peru, holding a diversified business portfolio and leading market positions in core segments. BCP needed to improve the delivery timeline of financial products, overcoming challenges such as reducing processing time and responding more quickly to customers.

“We were constantly battling outdated processes that couldn’t keep up with the demands of our customers or the pace of the industry,” explains Juan Valladares Martinez, RPAs and Low Code Product Owner at Banco de Crédito del Perú.

Creating AI-driven solutions to meet core customer needs

To tackle these challenges, BCP embraced Microsoft Power Platform to develop three key solutions: the Express Claim App, Mortgage Rate Search App, and Customer Retention 360 View App.

“The Microsoft Power Platform ecosystem interoperates with other Microsoft tools, empowering and enabling the work of our users and fostering BCP’s culture of innovation, making Power Platform the ideal choice for us,” says Valladares Martinez.

Improving customer satisfaction scores

BCP’s Express Claim App is a digital wallet claims app built using Microsoft Power Automate and Microsoft Dataverse. These tools helped BCP build an app that offers a level of automation it could not achieve otherwise, including significant productivity advantages for its internal teams and time savings for its customers submitting claims. The app allows process owners to upload a flat file, which is ingested into Dataverse using Dataflows in Teams. When a customer complaint call is received, process owners use the app to manage the complaint based on the customer’s ID number. The app cross-references the information with Dataverse to validate the complaint and provide an estimated resolution time. This information is communicated to the customer during the call. Finally, the app generates a report for the warehouse team to update their information. Since its deployment, BCP has seen a 25% increase in its customer satisfaction NPS scores, along with a reduction in customer response time from 15 minutes to three minutes.

Expanding customer retention

The Mortgage Rate Search App is built with Power Automate, AI Builder, and Dataverse and functionally serves as an automated advisor and administrator. The advisor validates the client’s identity, enters client evaluation evidence, and generates a PDF for the bank’s disbursement team. The automated administrator periodically updates the customer database and business rules to obtain a list of current retentions.  BCP estimates this app saves more than $80,000 per year by reducing processing time from seven days to just 15 minutes, improving customer retention profits by 30%.

Increasing sales through improved customer insights

BCP’s Customer Retention 360 ViewApp reduces response times from three days to five minutes, improving customer communication, increasing efficiency, and delivering a 33% increase in sales. This app also serves as advisor and administrator. As an advisor, it fields calls from customers requesting the app, cancels customer credit cards and insurance products, and validates the customer’s identity—meeting customers’ basic needs in minutes versus days. The app uses Power Apps as the front end and Power Automate for logic, connecting to Dataverse to obtain all the data of the selected record, highlighting the customer status, benefits, and retention strategies, and the optimal language messaging to interact with the prospect. As an administrator, the app updates the customer base and business rules, views and downloads metrics, and controls access to information within the app.

Scaling innovation for a significant annual return on investment

“Scaling innovation securely is possible, even in highly regulated environments,” says Ivan Contreras Olortegui, Lead of Cloud Center of Excellence at Banco de Crédito del Perú. “BCP’s experience with Power Platform demonstrates that digital transformation can be a strategic advantage, fostering growth and innovation while maintaining compliance.”

For BCP, the adoption of Power Platform is helping it build and deploy value-added apps that its staff, and its customers, are responding to and excited about. Concludes Valladares Martinez, “We are documenting a level of internal productivity gains, improved customer engagement metrics, and increased customer retention results that make our future growth look stronger than ever.”

Discover more about Banco de Crédito del Perú on LinkedIn and X/Twitter.