5 min read
EfectivoSí, a leading financial services company in Argentina, serves over 400,000 customers, focusing on the unbanked segment of the population. Operating in a highly regulated industry, the company faces stringent requirements for service uptime, data security, and audit readiness, as mandated by the Central Bank of Argentina.
Despite these challenges, EfectivoSí struggled to implement an effective internal management tool. After two unsuccessful attempts, the organization sought a robust and flexible solution that could adapt to its unique needs while ensuring ease of use for its internal customers.
In 2018, EfectivoSí partnered with InvGate to deploy Service Management and IT Asset Management solutions. This collaboration enabled the company to streamline its workflows, ensure compliance, and achieve a remarkable Net Promoter Score (NPS) of 98%.
Keep reading to discover how EfectivoSí transformed its service management processes with InvGate!
Read the full success story
Learn how EfectivoSí streamlined its operations and improved its NPS with InvGate.
Read the full success storyDiscover how EfectivoSí managed to
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About EfectivoSí
EfectivoSí is a prominent financial services company in Argentina, dedicated to serving the unbanked population. Offering multi-product financial solutions, the company supports more than 400,000 customers through a variety of channels, providing essential services tailored to their needs.
Enhancing Service Management in a regulated industry
Challenges before InvGate
EfectivoSí faced significant challenges in managing its IT and internal services, including:
- Reliance on emails and phone calls for support requests, leading to inefficiencies and poor tracking.
- Difficulty achieving widespread adoption of prior internal tools.
- The need for audit-ready processes to comply with Central Bank regulations.
- Complex security standards requiring customized workflows for different asset types, such as ATMs and servers.
These challenges underscored the importance of finding a solution that could be tailored to meet regulatory requirements while delivering an intuitive user experience to drive adoption.
How InvGate helped
EfectivoSí implemented InvGate’s integrated Service Management and Asset Management solutions, leveraging their flexibility to address the company’s specific needs. The rapid adoption and success of the tool were driven by its ability to:
- Customize workflows: Each department configured unique service catalogs, approval workflows, and forms to match its requirements.
- Streamline requests: Over 99% of support requests are now submitted through a self-service portal, replacing emails and phone calls.
- Improve visibility: The solution tracks every incident throughout its lifecycle, ensuring end-to-end visibility and enabling continual process improvements.
- Support audit readiness: InvGate’s tools provide comprehensive metrics and documentation, helping EfectivoSí meet internal and external audit requirements seamlessly.
Key results of InvGate implementation
By deploying InvGate’s solutions, EfectivoSí achieved:
- Improved user adoption: Over 99% of requests are now submitted via self-service.
- Exceptional customer satisfaction: Achieved a Net Promoter Score (NPS) of 98%.
- Audit-ready processes: Customized workflows and detailed metrics ensured compliance with Central Bank regulations.
- Enhanced efficiency: Streamlined workflows across 22 help desks serving 800 users.
- Integrated management: Combined Service Management and Asset Management provided a unified approach to internal operations.
Audit-ready Service Management
EfectivoSí operates in a complex regulatory environment, where different asset types must comply with specific standards. For example, the governance and security protocols for ATMs differ from those for servers. InvGate’s flexibility enabled the company to:
- Segment access by user type.
- Restrict services available to specific users.
- Ensure full compliance with mandatory guidelines through tailored workflows and tracking.
The solution’s ability to deliver end-to-end visibility of IT infrastructure has been crucial for successfully navigating cyclical audits by the Central Bank.
Next steps
With InvGate’s solutions in place, EfectivoSí is planning the next stage of its digital transformation: migrating from an on-premise system to the cloud. This shift will further enhance scalability and operational efficiency, ensuring the company remains at the forefront of financial service delivery.
Request a free trial today
Transform your Service Management processes like EfectivoSí. Request a 30-day free trial of InvGate solutions to explore how we can help you streamline workflows, enhance compliance, and achieve outstanding results.
