Live Case Study
The main challenge we faced was implementing a completely redesigned customer enrollment process and training more than 500 sellers in 86 service centers all over Argentina. Given a context of exponential customer growth for SanCor Salud, we initially had an obsolete enrollment process, which was slow compared customer’s expectations, and non digital capabilities that resulted in high delivery costs. All of these ended in low customer satisfaction and more than 6% customer claims rate. Thus, we focused on reducing wastes to improve enrollment stream. We approached this challenge by using lean methodology, with its main 5 stages: identify value, diagnose, design and pilot, implement, and sustain. Additionally, we combined change management tools and techniques to support cultural changes faced throughout the project.
As a result, we implemented a waste-free new enrollment process, which is supported by a digital sales platform called ABACOM. This allowed that each salesperson to upload his or her own sales activity online and in an automated way. We also have early customer product suggestion and estimation, online control automation for customer information validation, and reached 100% digitalized customer documentation.