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Isabel CARDENAS FERNANDEZ

Customer Director
Spain and Portugal
  • Isabel, what are the main expectations of your customers today?

Our customers have a number of expectations. They want to be able to contact us easily and be informed of the status of their request. They are also increasingly looking for transparency and a personalized relationship throughout their contract. Our objective is to create a relationship of trust with each customer.

  • Can you tell us about a few of the initiatives you have rolled out to enhance the experience of Spanish customers?

We have notably harnessed the opportunities of digital media. For example, we have introduced optical character recognition (OCR) to automate the verification of customer data required to establish a customer file. For the customer, this means their contract can be formally drafted in a shorter period of time thanks to the enhanced productivity of our teams. Today, nearly 70% of the documents of our retail customers are checked automatically. We have also implemented remote electronic contract signatures via text message or email. Customers can now sign their financing offer in just two clicks and, soon, their contract. And we will soon be launching chatbots, which will enable our customers to obtain immediate answers to their questions.

In addition, starting in February, our customers will also receive a welcome video filmed at our premises explaining the conditions of their contract as well as all the services made available to them by RCI Bank and Services.

Our objective is to create a relationship of trust with each customer.

  • Can you tell us about your career path at the group?

    I have been fortunate to enjoy a highly varied career path at the group. After an initial experience at Renault Consulting in Spain, I joined the HR teams of RCI Bank and Services in 2001 as Head of Training and Quality. This position brought me in-depth view of all the company’s business activities. I then worked on improving processes, having held a number of positions at the Customer Department, where I took the helm in December 2016. As a result, I have never been bored. Not only is my job fascinating; I also have the chance to work with competent and creative teams!