SMART HELP revolutionizes support at MAPFRE
Digital transformation that multiplies efficiency
With over 9,000 employees, over 10,000 mediators and a complex operating environment with 700 active applications, MAPFRE faced a monumental challenge: freeing its support team from repetitive tasks and allowing users to manage their own queries. The SMART HELP solution, developed by Entelgy, has drastically reduced support loads, optimising processes and improving the user experience.
-3.500
Tickets/month to CAU
+71%
DAS repetition rate
5:1
User-time savings
CHALLENGE
Continuous transformation
MAPFRE was looking to implement a digital transformation that would simplify the lives of its employees and customers. With a dedicated support team of 50 people, it was vital to reduce time spent on simple operational tickets and free up resources for more strategic tasks. At the same time, they needed a system that promoted user autonomy, without compromising the quality or speed of operations.
The lack of a centralized information point was slowing down user searches and generating 3,500 monthly tickets related to simple operational questions. This represented a significant waste of time and resources.
SOLUTION: Maximized efficiency
Entelgy designed and implemented SMART HELP, an innovative digital assistant integrated directly into MAPFRE’s work applications. SMART HELP not only guides the user according to the context of their screen, but also offers:
Customized step-by-step guides
Users can resolve queries quickly without leaving their workflow.
Access to documentation and simulations
Everything is just a click away to make operations more agile and autonomous.
Smart interaction
Functionality to suggest new content, manage tickets and consult a secure AI tailored to the needs of the organization.
This solution not only solved immediate problems, but also promoted a culture of self-learning and self-service within MAPFRE.
CUSTOMER BENEFITS
Self-sufficiency promoted
The results of SMART HELP have been overwhelming:
- A drop of 3,500 monthly tickets , eliminating repetitive and trivial queries.
- Significant time savings : The average time to resolve a query went from 5:30 minutes to just 1 minute, allowing employees to focus on critical tasks.
- Seamless Workflow : Users can now search and access business and operational information directly in their work environment, increasing productivity.
- High Adoption and Recurrence : With a 71% repeat rate, users trust and regularly return to SMART HELP.
Success stories
Our experience is reflected in these success stories: we adapt solutions
customized to the unique needs of each client.
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SOLUTION: Splunk Synthetic Monitoring
At Entelgy we identified the perfect opportunity to implement Splunk Synthetic Monitoring, a leading tool that allows simulating key transactions and operation flows, offering comprehensive and predictive visibility. With this solution, the client achieved:
Simulation of critical transactions
To detect potential problems in APIs, service points and transactions.
Continuous and real-time monitoring
With 24/7 coverage.
Automatic and customizable alerts
Enabling an immediate response to critical incidents.
Integration with your CI/CD processes
Ensuring high quality standards from development to production.
SLA and SLO reporting
Allowing precise control of your service commitments.