Results achieved
- Handles more than 5,000 daily reports across different types of claims
- 7 out of 10 calls for any type of claim are assigned by proximity
- Innovation in the processes of the national call center and the claims adjustment department
Quálitas is Mexico's leading auto insurer, with more than 14,294 agents and more than 4.1 million insured vehicles, offering products for every type of vehicle.
Revamping processes
In May 2013, Quálitas adopted Google Maps Platform tools to improve service quality, training its call center teams along the way. Maplink Cloud became its strategic partner for exploring the different uses of the Google Maps APIs year after year.
In 2019, Quálitas achieved 96% effectiveness across more than 900,000 annual visits, with an average response time of under 30 minutes for its more than 5,000 daily reports. Between 2012 and 2015, the assigned adjusters were not necessarily the closest ones, and arrival could take 45 to 60 minutes; with the new technology, the closest adjuster is now identified strategically.
“We started to envision how to modernize our national customer service call center, so we could speed up processes and quickly locate policyholders who need immediate assistance”
Armando Padilla Orozco — Strategic Planning Manager, Quálitas
The shift to more personalized service
Today, Google Maps Platform lets Quálitas put its APIs to use across every area of the business. With apps such as QMóvil, the company integrates the location, tracking and routing of its inspectors, and Distance Matrix has become essential for calculating travel time with traffic taken into account.
“The challenge was to use technology in the best possible way to simplify our processes from 10 steps down to just 5. Maplink's advice was essential in learning how to get the most out of Google Cloud's solutions”
Armando Padilla Orozco — Strategic Planning Manager, Quálitas
Driving internal growth
With Google Cloud solutions and its partnership with Maplink Cloud, Quálitas has improved service quality and team productivity. Working with Google Cloud means locating policyholders faster, reaching the accident scene ahead of the competition, and surprising customers with technological innovation.
“With Google Cloud's assisted autocomplete applications, we were able to deliver a very intuitive service for searching not only addresses but also points of interest, such as shopping malls or restaurants”
Ignacio Barrios Behar — Sales Leader Latam, Maplink Cloud
