Prosegur Cash drives efficiencies and employee empowerment through an omnichannel Microsoft Dynamics 365 platform

Prosegur Cash is a Spanish provider of cash management solutions with presence in 31 countries around the world. Serving thousands of people from Spain to Germany, Argentina and Brazil, the company sees customer experience as key to its success – and is using cloud technology to deliver it. Powered by Microsoft, Prosegur has embarked on a digital transformation journey centered around creating a new CRM platform for its sales and customer services teams. The initiative has been a huge success – allowing Prosegur Cash to create a new omnichannel platform and empower its workforce to deliver better services. Ultimately driving customer satisfaction across its global network.

“From Spain to Brazil, Argentina to Germany, everywhere in the world our people are simply loving the new platform. Their working habits have improved and productivity has soared – and we owe it all to being omnichannel.”

Felix Perez, Head of Global Commercial Services Development and Business Intelligence Unit at Prosegur Cash, is describing his company’s new CRM platform and the popularity it’s enjoying across its multinational workforce.

A Spanish provider of cash management solutions, Prosegur Cash has presence in 31 countries across Europe, North and Latin America – employing a workforce of more than 150,000 people.

“We’re a truly international organization, with thousands of customers everywhere in the world,” says Perez. “Making sure that they have the best experience is crucial to us and our future success.”

This is a complex task for any company, but even more so for a multinational organization like Prosegur. For years, its widespread workforce and siloed operations made it particularly challenging to deliver high-quality, efficient customer services.

By moving to its new CRM platform, the company hasn’t just found a solution to these issues – it’s also brought much-needed unity across its regional services and empowered its teams to better serve their customers. All with help from Microsoft.

“When you run so many different teams in so many different countries, the risks of incurring inefficiencies are high,” he says. Each team ends up confined to their own programs and ways of working, and no one knows what the other teams are up to.

“Thanks to our new platform, we’re finally moving away from this set-up with an omnichannel solution that’s bringing us closer together – while leaving each team the freedom to operate in their own way.”

Felix Perez, Head of Global Commercial Services Development and Business Intelligence Unit at Prosegur Cash

Long-standing challenges lead to new opportunities

Headquartered in Madrid, Prosegur Cash is a subsidiary of Prosegur, a private security provider for companies, households, retail businesses and more. Within this framework, Prosegur Cash specializes in comprehensive cash management solutions for businesses in sectors including hospitality, retail, service stations, hotels, transport and distribution.

“We’ve been growing a lot over the past few years,” says José Lara, the CTO of Prosegur Group. “The number of customers has increased, and with that the number of countries we operate in has grown too.

“We’ve been working on branching out to new countries and setting up our services there too. Guatemala, Colombia, Argentina, Germany and many more – we're active in 31 countries globally.”

Expanding to more locations has since been a huge catalyst for growth at Prosegur Cash – helping it to attract more and more customers and extend its reach. But it’s come with its challenges too.

“For years, our strategy towards customer services was to have one single email channel to handle all our requests,” he continues. “But as time went by and our presence grew across the world, we realized this method just wasn’t working any more.

“Our customers had an increasingly challenging time reaching out to us, and each country had its own isolated management tools for it which made it quite hard to stay on top of our requests.

“We needed a solution that would empower our teams to serve our customers more quickly and efficiently. And that solution turned out to be Microsoft Dynamics 365.”

José Lara, CTO of Prosegur Group

A new omnichannel set-up

The idea behind Prosegur’s Dynamics 365 adoption was to provide its customer service and sales teams with an agile, scalable CRM platform capable of supporting different channels and addressing multiple requests at once.

“In the past, one of our main issues was that each country had a different way of managing these two teams,” says Perez.

“Some of them had them split in different departments, others had them all together, while some had specific regulations to comply with. Thankfully, these issues are all sorted with our new CRM solution.”

The platform runs on three key Dynamics components: Sales, Customer Service and Omnichannel. The former, which has been on for the longest amount of time, is being used by the sales teams, while the latter two are predominantly aimed at the customer service departments.

“Omnichannel has quite literally transformed the way that our customer services work, allowing us to implement a multichannel tool – focused on email, plus WhatsApp in Argentina – with which we can do all sorts of things: better address customer incidents, reply to clients via different means, close tickets and extract data, analyze volumes and more,” says Perez.

“We can do this in a way that is personalized to the needs of a specific country too. For example, we know that Peru has a particularly tough set of regulations when it comes to services like ours – using our platform, we can make sure activities are filtered to comply with them.”

The road to AI

As it continues the rollout of its platform across its network, Prosegur is already noticing its huge benefits – and the positive impact it’s having on its workforce.

Where in use, the platform has already led to a 20% reduction in TMO and a 15% improvement in resolution rates. Customer teams are already managing between 6,000 and 7,000 conversations a month and look on course to reach their target of 80,000.

“Our project has become a huge success story across the whole of Prosegur, with more and more countries and segments asking to get the WhatsApp omnichannel update and our customers increasingly happier with our services,” says Perez.

“This has paved the way for a completely new way of working: one that relies on automation, simplified processes and a multi-channel strategy that allows us to improve and grow in a scalable and sustainable way.”

Looking to the next phase of the project, Lara already knows what the coming steps entail: adding new channels to the platform and entering the age of AI through Voice channel.

“We fully believe in AI’s potential in our sector and have already identified a few places that we can use it in,” he says.

“Voice is definitely one of them because it can help us to bring even more agent productivity, efficiency and ability to serve customers – in an ever more personalized and effective way.”

This is where longer-term plans are headed too, he concludes – as long as one condition is met: that Microsoft will be there to support wherever possible.

“For as long as we’ve been working with it, Microsoft has been a fundamental player in our digital ambitions,” he says.

“Uncomplicated, trustworthy and omni-present, they’ve been such a reliable provider and partner all these years. And we hope they’ll continue to be it for many, many more.”

“We needed a solution that would empower our teams to serve our customers more quickly and efficiently. And that solution turned out to be Microsoft Dynamics 365.”

José Lara, CTO, Prosegur Group