With an operational redesign centered on prevention, specialization, and real‑time control, MAPFRE evolved its assistance operation into a more efficient, sustainable model aligned with the customer experience.
MAPFRE’s assistance operation needed to move from a reactive model to a preventive one, in an environment of high complexity, multiple service lines, SLA pressure, and technological constraints. The challenge was to improve experience, increase efficiency, and sustain profitability without growing the structure.
Objectives
• Evolve the operation toward a preventive and specialized model.
• Increase NPS and reduce operational failures and rework.
• Improve control, traceability, and real‑time visibility.
• Increase efficiency and experience without raising costs.
• Consolidate a financially sustainable operation.
An operational strategy to anticipate failures and increase service value
Pentafon redesigned the operational and financial model of the operation around four pillars: cell‑based specialization, active failure prevention, evolution of the financial model, and talent maturation. The strategy enabled better case assignment, early identification of SLA‑risk scenarios, reduced errors, and a stronger response capacity without increasing headcount proportionally.
Implementation included technology alignment with Minerva, joint real‑time dashboards, strengthening the Real Time team, creation of specialized cells, AI‑driven training simulators, segmented leadership, COPC standards, and new operational governance routines. This brought greater stability, control, and specialization in high‑complexity service lines.
Results
• +5.1% NPS
• +3.0% CSAT
• +28.9% Quality
• -10.0% AHT
• +21.2% Interactions per hour
• +8.4% Service level
• -44.7% Abandonment
• +28.3% Average advisor bonus
• -34.7% Attrition
• -70.0% Absenteeism
• +13.5% ESAT
• +124.7% Graduation Rate
• +40.0% Revenue vs 2024
This case demonstrates that operational innovation is not only about adding more technology, but about redesigning the operation based on business logic and customer experience. Pentafon transformed a reactive operation into a preventive, specialized, and profitable model, with shared visibility and greater operational maturity. Due to its impact, this case won Gold in the Best BPO Operations Strategy category and was documented by MAPFRE as a benchmark for operational maturity and talent specialization.
Do you want to evolve your operation into a more preventive, efficient, and profitable model? At Pentafon, we design strategies that turn operations into real competitive advantage.