Una forma de aumentar la eficacia de tu organización

Una solución de procesamiento automática, fiable y dinámica, que se adapta específicamente a los requisitos y procesos de tus clientes, puede contribuir a la creación de un margen competitivo claro en cualquier tipo de negocio. Si tu empresa no cuenta con las herramientas de última generación adecuadas para llevar a cabo este tipo de controles y procesos, con la tercerización de servicios podrás automatizar procesos que hoy por hoy requieren mucho tiempo y dedicación, aumentando la eficacia de tu organización y respondiendo ágilmente a las necesidades del mercado.

A continuación te presentamos uno de nuestros casos de éxito en la materia:

Caso de negocio

Dos de las 5 instituciones financieras más importantes del país necesitaban formalizar el cambio de las condiciones de crédito a través de convenios privados con los clientes, derivado del programa de apoyo por la pandemia de COVID-19.

Para lograrlo requerían:

  • Incrementar rápidamente la capacidad de atención especializada.
  • Generar soporte documental con elegibilidad e información validada.
  • Dar continuidad a la generación de negocio.
  • Reducir costo de operación.

Antecedentes

Las instituciones financieras pusieron al alcance de sus clientes un programa de apoyo para diferir, hasta por cuatro meses y/o aumentar en dos más, los pagos de créditos hipotecarios, entre otros tipos de crédito, con motivo de la pandemia del COVID-19. El diferimiento de cada crédito debía quedar documentado en un convenio privado que contara con la información del contrato de crédito original.

La solución

Cibergestión desarrolló una solución operativa híbrida para ejecutar campañas de reoriginación, reestructuración o cambio de condiciones en carteras de crédito.

Se implementó en cada institución un proceso de backoffice incluyendo las etapas solicitadas, entre ellas: contactabilidad al cliente, integración de bases de datos, generación de documentación para formalizar, formalización con firmado digital y generación y envío del expediente digital para soporte de la operación. Dado el momento coyuntural provocado por la pandemia, el tiempo para iniciar la operación fue muy breve, con un límite de dos semanas en ambos casos.

El diseño operativo realizado consistió en etapas, en las que una proveía de información a la siguiente. La primera etapa consistió en generar una base de datos efectiva a partir de la documentación legal de cada crédito que se adhirió al programa, mediante el uso del OCR, supervisando la extracción con ejecutivos altamente especializados en documentación legal.

En la segunda etapa, se generó el convenio privado personalizado para cada tipo de estructura de crédito con el uso de RPAs. La última etapa consistió en integrar un Kit de Firma que contenía al menos el instructivo para la ejecución, la descripción de documentación requerida en cada caso, la nueva tabla de amortización y el convenio modificatorio, enviando a la institución financiera utilizando la tecnología antes descrita para la integración y envío.

La solución contempla el cumplimiento de los más altos estándares de seguridad para el manejo de la información sensible, además de cumplir con el tiempo de procesamiento menor a 10 minutos y el ANS establecido por operación.

Nuestras soluciones de BPO contemplan un grado de eficiencia tecnológica que involucran sistemas BPM Business Process Management (Sistemas de gestión de procesos) ya probadas en diferentes procesos. Nuestro sistema PRESTO es un BPM que controla el workflow de más de 120,000 operaciones de crédito hipotecario en los principales bancos en México y en Latinoamérica, y que ha venido evolucionado de acuerdo a los retos tecnológicos que afronta el mercado. ¡Conócenos!

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