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

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.

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.