Caja Los Andes: Working Together to Improve Customer Satisfaction
About Caja Los Andes
Caja Los Andes is a nonprofit organization established in Chile. It has over 65 years' experience in the field and leads the social security industry with a market share of over 60%. Caja Los Andes provides assistance to almost 50% of Chileans, considering the 4 million affiliates plus their families.
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About Tigabytes
Tigabytes is based in Chile and was created in February 2006 as a personalized software development company for major corporations. It is currently the leading Google partner in Latin America and has subsidiaries in Brazil and Spain. The company has 13 years of experience helping over 1,000 clients migrate to the cloud. It was awarded the SMB Google Apps Partner of the Year award for Latin America in 2013 for the highest sales figures. It aims to change the workplace so users can enjoy their work and reach their highest potential.
Caja Los Andes was able to transform itself through a mentality shift fostered by the implementation of the Google Cloud IT technologies platform. Implementing Google Workspace improved the teamwork environment and migrating to the cloud was the ideal backup solution for the amount of data Caja Los Andes handles.
Google Cloud Results
- The company has over 2,600,000 documents in the cloud.
- Over 1,600,000 documents are shared between people who work as a team.
- 28,000 minutes of Google Meet video conferences take place every month.
- IT safety risk index improved, dropping from 8.8 (max. 10) to only 2.6.
Caja Los Andes is a nonprofit organization established in Chile. It has over 65 years' experience in the field and leads the social security industry with a market share of over 60%. Caja Los Andes provides assistance to almost 50% of Chileans, considering the 4 million affiliates plus their families, for a total of 8 million people.
Caja Los Andes' cornerstones include the administration of some legal services provided by the Chilean government, financial inclusion offering formal social credit alternatives, innovation support and entrepreneurship projects, among others.
Technology to Attain an Organizational Change
Since Chile is a country over 4,000 km long but barely 400 km wide at its widest point, its geography is challenging in terms of connectivity, speed, real-time teamwork and effective communication both within and outside the company. Beyond that, some team members did not have access to complete versions of document, presentation and spreadsheet development tools.
Back in 2016, the Caja Los Andes team traveled to San Francisco in search of new technologies to help foster their organizational and digital transformation. That is when they were introduced to the Google Cloud Platform tools and came to understand how the benefits offered were aligned with their objectives. In addition, the flexible infrastructure of Google Cloud would allow them to provide queries on their website, even at the peaks of simultaneous traffic.
"We realized there was a major opportunity to improve our productivity and the use of Google Cloud tools was fundamentally aligned with what we were searching for to achieve an organizational change"
—Nelson Rojas, Caja Los Andes General Manager.To get a step ahead in such transformation, the company received advice and support from Tigabytes, Google Latin America’s premier partner. The company has 13 years' experience and over 1,000 clients migrated in the cloud.
The partner was in charge of performing the migration over three months, and one of the main tasks was to eliminate 54% of the Microsoft Office licenses in Caja Los Andes.
Collaborative tools for developing new projects
The urgent need to provide functional tools to its employees gave way to the beginning of the transformation through implementation of Google Workspace in April 2017, with the creation of 3,800 accounts.
Previously, the Caja Los Andes work team only accessed documents and corporate email through a network and after implementing the cloud, their system access became more versatile by using any device and from anywhere. They all have access to the same number of tools.
"Although we started with Google Workspace, many other custom changes were made. One example is that as affiliates, we had to fill out a form by hand, go to the office, leave it there, and obtain approval. All that was customized to suit the company’s needs, with workflows and everything integrated in the cloud, and now it gets approved in just a couple of clicks. This ultimately saves time for end users"
—Katheryn Telles, Special Services Coordinator for Tigabytes.By October 2017, new projects and improvements were underway, such as a new channel for affiliates where they could request credit online.
"We decided to implement a digital transformation as a means to improve our affiliates’ experience, and we knew technology had to be the facilitator, a means to that end."
Caja los Andes witnessed an amazing change with the migration, since they weren't aware of the flexibility Google products could provide. "A clear example was when they found that by moving to the cloud and freeing themselves of physical servers, their storage space could easily expand without taking up physical space," stated Fernanda Briones, project manager at Tigabytes.
The Result: Security and Efficiency
After using Google Cloud for a year, Caja los Andes has about 2,600,000 documents in the cloud and over 1,600,000 of them are shared between people who work as a team. Also, over 28,000 minutes are spent in video conferencing through Google Meet each month.
In terms of security, the company has been able to improve the IT security risk index from 8.8 (max. 10) to only 2.6. The risk of hacking or stealing data that flowed from over 140 branches and among 4,000 employees was reduced since the data is in the cloud and not on physical servers.
Implementing Google Cloud tools allowed Caja Los Andes to attain their goals and improve customer experience and service in a collaborative environment within a much more secure and efficient organization.
Tell us your challenge. We're here to help.
Contact us
About Caja Los Andes
Caja Los Andes is a nonprofit organization established in Chile. It has over 65 years' experience in the field and leads the social security industry with a market share of over 60%. Caja Los Andes provides assistance to almost 50% of Chileans, considering the 4 million affiliates plus their families.
About Tigabytes
Tigabytes is based in Chile and was created in February 2006 as a personalized software development company for major corporations. It is currently the leading Google partner in Latin America and has subsidiaries in Brazil and Spain. The company has 13 years of experience helping over 1,000 clients migrate to the cloud. It was awarded the SMB Google Apps Partner of the Year award for Latin America in 2013 for the highest sales figures. It aims to change the workplace so users can enjoy their work and reach their highest potential.