AuraQuantic > Case Studies > Driving Business Through Operational Excellence: A Case Study on IBR Latam and AuraQuantic

Driving Business Through Operational Excellence: A Case Study on IBR Latam and AuraQuantic

Technology Category

Platform as a Service (PaaS) - Application Development Platforms
Robots - Autonomous Guided Vehicles (AGV)

Applicable Industries

Automotive
Finance & Insurance

Applicable Functions

Logistics & Transportation
Product Research & Development

Use Cases

Inventory Management
Vehicle Performance Monitoring

Services

System Integration

About The Customer

IBR Latam is a financial services company with over 20 years of industry experience. They specialize in providing companies with all stages of collection services, from sales and telemarketing to information delivery and product delivery, to automotive and mortgage BPO. The company is dedicated to collaborating with customers and helping them meet their goals by constantly improving technology, management, and work processes. IBR Latam’s objective is to provide a complete set of commercial services and guarantee customer satisfaction. They have two units, a call-center unit and a vehicle BPO unit, serving 85% of the financial market with end-to-end services.

The Challenge

IBR Latam, a financial services company specializing in collections, sales, and loyalty, was facing a significant challenge in managing its growing operations. The company was expanding rapidly, and its operational control was primarily manual, relying heavily on Excel sheets. This method was not only time-consuming but also lacked efficiency. The absence of online dashboards meant that the financial companies they worked with could not directly access the necessary documentation, leading to frequent phone calls to check the status of their operations. The work of supervisors and area managers was also complex, with each case requiring personal review with each employee in lengthy work meetings. With between 3000 and 5000 running operations, it was clear that continuing to work in Excel was not feasible if the company wanted to promote new business, provide better service, or offer value propositions to its clients. The company's main objectives were to eliminate manual processes, automate processes, prevent loss of information, gain control of cases, increase productivity, and ensure meticulous follow-ups.

The Solution

To address these challenges, IBR Latam identified the manual processes involved in daily operations in administration, customer relations, and complaints. They saw an opportunity to innovate and use technology to manage operations on one standard platform and automate manual processes to gain agility and improve efficiency. With the AuraQuantic Low-code Application Platform (LCAP), IBR automated processes such as the transfer process, loan guarantee process, and guarantee termination process, which represent 85% of the company’s income. The AuraQuantic interface allowed IBR to easily interconnect with clients through a web service, initiating processes in IBR, entering key data during the development of the process, and returning the data to the client when required. The integration between AuraQuantic and Microsoft Power BI enabled IBR to create personalized dashboards and generate real-time reports, aiding the management team in making well-informed decisions and allowing clients to check the status of their online operations.

Operational Impact

The implementation of the AuraQuantic Low-code Application Platform (LCAP) has brought about significant operational improvements for IBR Latam. The company has achieved rapid process creation, integration with the organization’s ecosystem, and can manage the future growth of the company, both from the point of view of infrastructure and process creation or modification. The automation of manual tasks has led to better operational control and improved case monitoring and traceability. Communication between the client and IBR is now much more effective, with the client instantly receiving updated information, eliminating the need for them to update their system. This has resulted in optimized follow-up and customer loyalty. The company now has standardized dashboards that are accessible to financial companies, with operational dashboards published on the web and updated automatically.

Quantitative Benefit