Promerica Móvil, the new digital banking app from Banco Promerica Costa Rica, has seen rapid adoption since its launch less than two months ago. The bank reports that the app has set internal records for customer digitalization and is changing how clients interact with their financial institution.
According to Ernesto Leal, CEO of Banco Promerica Costa Rica, “Queremos que el cliente sienta que está usando algo que realmente fue hecho para él. No solo por cómo se ve, sino por cómo le resuelve.” The development process involved direct feedback from customers rather than being designed in isolation. Ana María Moscoso, Director of Products, Customer Experience and Marketing at the bank, said: “Diseñar con el cliente en mente no es un principio, es un compromiso constante. Una buena solución digital se parece mucho a una buena conversación: clara, directa y con empatía.”
The app’s user base includes 40% adult professionals and 20% young people between 18 and 25 years old. Notably, individuals over 65 are also using the app regularly for transfers. Over 80% of transactions within the app are transfers, indicating it has become an essential tool for daily financial activities.
To support this transition to digital banking, Banco Promerica Costa Rica trained staff in branches and prepared digital channels with tutorials and videos to assist users during the changeover. Moscoso added: “Esta app es un producto dinámico y en constante evolución. Es una muestra de cómo estamos trabajando: con cabeza de negocio y oído en el cliente.”
Banco Promerica Costa Rica is part of Grupo Promerica, which had more than 17,000 employees and $24.3 billion in assets as of the end of 2024.
The bank says its approach aims to use technology not to distance itself from customers but to strengthen those relationships through improved service.
