Reduction in service costs
Annual savings (Mexican pesos)
Increase in productivity
In a strategic move to optimize costs in its customer service area, a leading financial institution in Mexico partnered with Sintec Consulting to overhaul its processes. By identifying distinct segments with varying needs, they implemented a tailored, differentiated approach that not only improved productivity but also significantly reduced costs to serve. This strategic transformation enhanced operational efficiency, enabling the institution to better serve its diverse customer base while driving long-term value.
“Optimizing costs required redesigning service models and balancing staff allocation.“
Facing increasing pressure to reduce costs while maintaining service quality, the company struggled with inefficiencies in its customer service operations. The lack of differentiated service models, high idle times, and an unoptimized staff distribution led to rising expenses and operational rigidity. Without a structured approach to segmenting customer needs and balancing workloads, achieving efficiency and cost reduction remained a challenge.
To optimize costs and improve efficiency in customer service, the company partnered with Sintec Consulting to redesign its processes. By segmenting service models to address varying customer needs and strategically optimizing staff allocation, the company achieved a more agile, cost-effective operation, driving greater operational flexibility and responsiveness.
The project delivered significant outcomes, transforming key aspects of customer service operations. A 15% reduction in service costs and annual savings of 21.5 million Mexican pesos were achieved. By optimizing staff schedules and service segmentation, productivity increased by 11%. These improvements enhanced operational efficiency, enabling the company to deliver better service while reducing costs, positioning it more competitively in the market.
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