The challenge
During its ongoing expansion process, Inversis identified the need to transform both its customer service model and internal organization. In addition, it sought to support clients in reviewing fields and optimizing information extraction from the ServiceNow tool. The company needed to evolve its processes—from request categorization to data management and entry channels—guided by an external and objective perspective. The main challenge was to improve efficiency, standardize processes, and raise the quality of customer service in an increasingly demanding environment.
The approach
Eraneos combined advanced analytics of more than 3.5 million records with Lean workshops and a comprehensive end-to-end review of processes and departments. The voice of the customer and feedback from teams were incorporated, along with a thorough assessment of tools and channels. This methodology facilitated the optimization of response times, the reduction of resolution times, automation and standardization of processes, as well as the design of a new customer-centric organization prepared for sustainable growth.
"Eraneos provided us with practical solutions, backed by deep knowledge of processes and technology. We now have a solid foundation for efficient growth."
The result
The new model enabled Inversis to improve the agility and personalization of its customer service, optimizing response and resolution times. The standardization of processes represented progress in operational efficiency and allowed teams to focus on delivering greater added value.
Thanks to this transformation, the organization is now prepared to scale efficiently, continue leading innovation in the sector, and offer a superior customer experience that reinforces its sustainable long-term growth.
About the customer
Inversis is a leading company in Spain in technological solutions and outsourcing services for financial institutions, insurance companies, and new players in investment product distribution. Since 2001, it has stood out for its commitment to innovation and emerging technology. In addition to its investment platform, it offers brokerage, custody, settlement, depository, and cutting-edge technological solutions.