Crediclub recognized the need to enhance the operational management of its over 150 branches to maintain the consistency and quality of its processes.
Crediclub used an AI auditing solution on Microsoft Azure to cut costs and boost efficiency.
Crediclub cut monthly costs by 96% and evaluated 150 meetings per hour, boosting efficiency and freeing up 1,600 hours for customer interactions.
We wanted to work with Microsoft to reduce costs and offer better prices to our customers.
Luis Ernesto López de Rivera Muñoz, Data Scientist and Analytics, Crediclub
$40,668 to $1,597 USD monthly expense reduction
Crediclub, a Mexican financial services company with a strong social commitment, offers credit, savings, and investment services for individuals and SMEs. Their goal is to empower Mexicans with fair and accessible financial services. With over 150 branches, Crediclub needed to enhance operational management to maintain the quality of its processes. Daily meetings were crucial for discussing issues like delinquencies and daily goals. However, their audit model required changes. "We wanted to work with Microsoft to reduce costs and offer better prices to our customers," says Luis Ernesto López de Rivera Muñoz, Data Scientist and Analytics at Crediclub.
To optimize the audit process and reduce costs, Crediclub made a significant leap in its digital transformation by implementing an AI-based solution. With Microsoft's support, the company developed an innovative system on the Microsoft Azure infrastructure in 2023, integrating services such as Microsoft Azure AI, Microsoft Azure Cosmos DB, and Microsoft Azure OpenAI Service.
This system, named “The Watcher,” is designed to enhance scalability and efficiency by automating the capture, storage, and analysis of meeting data in real time. Each call is automatically recorded, transcribed, and stored in Microsoft SharePoint and Cosmos DB.
The collected data is then analyzed using GPT language models in Azure, which extract key topics, identify relevant points, and generate automatic evaluations based on predefined metrics, such as attendee engagement and decision-making.
Thanks to this project, 800 sales advisors and 150 branch managers now have an additional 1,600 hours per day to interact directly with customers, without the need to travel.
Gabriel Ruelas, Director of Operations and Co-founder, Crediclub
The adoption of "The Watcher" has yielded impressive results in terms of efficiency and savings. Before its implementation, the audit team could only review about 20 meetings daily. Now, the system can analyze 150 meetings in about an hour, representing a 650% increase in review capacity. This significant boost in productivity also drastically reduced operational costs, as the system can scale to evaluate more meetings without needing additional staff.
"Thanks to this project, 800 sales advisors and 150 branch managers now have an additional 1,600 hours per day to interact directly with customers, without the need to travel," says Gabriel Ruelas, Director of Operations and Co-founder of Crediclub. Financially, the credit institution reduced its monthly audit expenses from approximately $40,668 USD to just $1,597 USD, a 96.1% decrease due to process automation. Additionally, the ability to evaluate meetings on the same day they occur allows the company to take immediate corrective action.
150 meetings evaluated per hour
At Crediclub, promoting equal opportunities for everyone is a fundamental mission. One of its key products, Crediclub Activa, is specifically designed to finance women entrepreneurs. Through group credits, each consisting of five or more women, a leader acts as a mentor to the other participants, fostering an environment of support and collaboration.
Since its inception, Crediclub Activa has served over 800,000 customers, granting more than three million productive loans. This represents a total disbursement exceeding $3.8 billion USD, aimed at growing and sustaining women-led businesses. These loans not only boost businesses but also significantly impact the beneficiary families. It is estimated that these loans contribute to generating more than $850 million USD in annual income for these families, many of whom lack access to traditional bank financing.
Previously, an internal team would analyze credit applications within 48 hours. Today, thanks to Microsoft's services, these analyses are performed automatically in seconds, allowing customers to receive immediate credit approval. This automation clearly determines the amount to be granted and the applicable conditions. "This approach allows us to lend to unbanked people who otherwise wouldn't have access to financing, even if they don't have high credit scores," says Gabriel Ruelas proudly.
Companies that use this technology will be more inclusive by offering credit services to those who did not have access.
Luis Ernesto López de Rivera Muñoz, Data Scientist and Analytics, Crediclub
"With technology, we achieve greater closeness with our clients, treating each case individually and acting as a key facilitator of financing," says the co-founder. But Crediclub does not stop here. The company plans to continue expanding The Watcher's capabilities with more advanced AI functionalities, such as emotion and conflict detection, and predictive analytics to correlate meeting results with key business indicators. The goal is to further refine the system to improve the accuracy of assessments and generate even more valuable insights that drive branch performance.
"Companies that use this technology will be more inclusive by offering credit services to those who did not have access," concludes Luis López de Rivera. The financial sector in Mexico is undergoing a transformation, with the adoption of technology and digitalization as key elements to stay competitive. Crediclub understood the importance of differentiating itself, especially from traditional banks, and its track record shows how innovation can be a factor in positioning itself in a competitive market.
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