A major regional financial institution needed a complete overhaul of the system it used to handle PQR (petitions, complaints, and claims) coming in from its call centers, branches, and other communication channels. To fix the shortcomings of the legacy system, Andes Development designed and built a modern, scalable customer service platform structured to handle complex case workflows intuitively and efficiently.
// The challenge
The team faced the challenge of delivering a robust technology solution — whether partial or definitive — on an extremely tight timeline. The main operational barriers included:
- Legacy Complexity The institution's previous system offered very limited configuration, and operators who served customers day in and day out found it extremely complex and confusing to use.
- Branching Workflow Management The institution needed strict sequential case tracking (a request thread) while still allowing multiple resolution sub-flows to branch off a single initial request.
- Time Pressure A complete, functional restructuring had to ship in record time without interrupting or degrading the institution's customer service levels.
// The technology solution
Andes Development assembled a multidisciplinary team to handle joint planning, interface design on the frontend, and a solid backend architecture — including the API that powers the entire system.
- Practical, Scalable Architecture We built the solution on an architectural foundation designed for the future: new workflows, components, and connections to the organization's other internal systems can be integrated cleanly over time.
- Dynamic Workflow Automation We made it possible to create workflows dynamically, so service processes can be automated over time without constant reprogramming.
- UX/UI Redesign We completely redesigned and restructured the interface so that entering and tracking requests became an intuitive process for staff, dramatically reducing operational friction.
// Results and key wins
Despite the short implementation window, the new platform resolved the limitations of the previous tool and delivered measurable results from day one:
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Accuracy
Significant increase in the percentage of requests and complaints entered correctly into the system by operators. -
Automation
Proven ability to create resolution workflows dynamically, streamlining processes over time. -
Regional Interest
Strong interest from senior leadership in adopting and maintaining the platform as the regional operating standard.
// Conclusion
Building this management system shows Andes Development's ability to turn inefficient legacy systems into agile digital solutions under intense delivery pressure. By fully modernizing and restructuring how PQR cases are handled, we optimized the workload of the institution's staff and built an infrastructure so scalable and intuitive that it now has the potential to become the customer service operating standard for the financial group internationally.