Coppel Case Study

A complete digital transformation - from customer support to credit transactions through WhatsApp

increase on loans granted through WhatsApp using promotion campaigns on the same channel.
of loan payment increase using the WhatsApp channel.
of all customer inquiries and requests are handled by Coppel Bot, the bank's virtual assistant without human intervention.

Over the last 80 years, Coppel has been one of Mexicoʼs largest department stores, stocking a wide variety of products from popular brands, serving more than 15 million people all over the country.

Growing beyond their traditional retail services, Coppel Group created their bank, BanCoppel, that offers customers quick credits to purchase Coppel’s own products with its own private-label credit system. This new purchase option has positioned Coppel as the go-to-option for many Mexicans that need financial assistance.

Customer demands increased as Coppel offered new services

Offering financial services brought a great deal of new customers’ demands, so Coppel needed a fast solution to expand their current customer support and include credit transactions to their existing channels.

Coppel wanted to provide their customers an additional channel that would help them do all of this and more, in a secure and friendly way so they started analyzing what already worked for them and their customers, to come up with a solution that would represent less resistance and quicker adoption for their customers.

In the past, Coppel had successfully implemented an omnichannel strategy, along with Yalo, to incorporate WhatsApp as a communication channel for their more than 15 million department store customers. So, understanding customers' behavior and leveraging an already working channel, Coppel decided to try WhatsApp and Yalo once more, but this time, as part of their financial services offering and support.

At Coppel we know that we need to reach our customers on the channels they use and prefer, that’s why we are so proud to work with Yalo and WhatsApp to offer them the option to ask and receive a personal loan directly on their mobile devices, making their experiences frictionless and easier in terms of practicality, security and immediacy"

Jose Antonio Saracho - CIO, Grupo Coppel

A new digital solution through channels already known by customers

Their past success on Yalo’s channel made Yalo’s platform Coppel’s natural choice for this iniative.

Yalo worked along with Coppel to integrate the WhatsApp channel with the companyʼs credit systems and created together Coppel’s virtual assistant which would help them solve thousands of service requests from its customers digitally, without the intervention of an agent, offering a convenient, friendly and simple experience.

Thanks to this new solution, customers could easily apply for and receive loans, make recurring payments and other transactions in a secure and friendly way, through their preferred communication channel: WhatsApp.

This way Coppel became the first omnichannel department store both in Mexico and Latin America to provide loans through WhatsApp.

Scaling their solution while adapting to customer needs in a digital environment

The project evolved successfully, from a first phase in which customers who required credit in Coppel stores had the option to receive WhatsApp notifications for status updates about their credit applications and purchases, to a second phase where the customers are able to apply, get the loan and make the recurrent payments directly on the app.

As a result, Coppel partnership with Yalo and introduction of the WhatsApp Business API allowed Coppel to strengthen their omnichannel digital strategy and customer relationship.

Yalo has been a key element for humanizing technology. With our omnichannel strategy, we have granted more than 4,000 loans through WhatsApp in one day”

Bernardo Bazúa - Omnichannel director, Grupo Coppel

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