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SanCor Salud drives collaboration with Google Workspace to improve its members’ experience

About Sancor Salud

Health insurance company SanCor was established 47 years ago to provide society with quality healthcare through 500 centers across Argentina.

Location: Argentina

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About Meriti

As Google partner, Meriti helps companies migrate to the cloud and build robust digital transformation frameworks that provide users with theoretical foundations and good practices.

Thanks to Google Workspace tools, SanCor Salud achieved digital transformation by implementing collaborative work among employees.

Results

  • +91% positive user experiences
  • 33,000 video calls held in 2 months
  • Almost 30 virtual trainings held in a month
  • +60,000 documents migrated to Drive
  • $2.5M yearly savings in physical-planner purchases thanks to Calendar

Improved productivity and collaboration for 2K workers

SanCor Salud is one of the largest healthcare providers in Argentina. With over 190,000 highly-trained professionals, the company seeks to provide customized, humane care through more than 15,000 specialized centers across the country.

Keeping the protection of what’s most important -health- always in mind, the company set out to innovate in order to improve member experience. Several challenges emerged in this 4-year journey, mainly how to keep up with the company’s growth by implementing digital transformation. This is a process of change aiming to furnish collaboration tools to every employee, streamlining their tasks and motivating them to become collaborators themselves and drive a cultural change in the company.

In order to help them make their processes more agile, interdisciplinary work was required, since each business area had its own work framework and did not interact with the other areas, and this was one of the change factors identified before implementing Google Workspace.

The company needed not only to provide tools in the cloud, but also create training spaces for the adoption of Google solutions. This would help it drive a deep change in the culture of the organization.

“Adoption is key for us. Digital transformation works if people adopt the culture behind every tool,” says Martín Beltramone, head of Infrastructure and Technology at SanCor Salud.

The journey to the cloud

After assessing several cloud solutions, SanCor Salud decided to implement Google Workspace and entrusted Meriti with bridging the gap between the tools and the company’s employees.

SanCor Salud also realized that many of its employees already used some Google tools for personal purposes, such as Gmail. This was not only an advantage for implementation, but also a key factor for fulfilling another company goal.

“We’ve left behind the idea that you’re someone at work and someone else after work. We’re only one person. Workers’ life after work has an impact on the company, too.”

Natalia Miretti, head of Internal Communications and Change, SanCor Salud

The first step in this cultural change involved a cross-functional process, which they need every worker to commit to. “Under our Healthy Leadership model, we boost trust to replace control tasks in certain instances,” says Miretti. “That is precisely why it was strategic to get every head involved in the change and have them play an active role on a daily basis from day one of the implementation.”

This way, SanCor Salud, with the help of Meriti, approached change management carefully, with clear messaging focused on leadership and employee engagement.

Change management - A commitment from everyone

Implementation of Google Workspace started with the migration of all emails of employees with a seniority higher than 6 months, from the legacy server to Gmail.

To ease this process, the company created 8 training classrooms in its own corporate university, UNI, with a 96% attendance rate, 4 monthly virtual meetings for heads of offices and 9 Google Workspace Spaces for quick queries. The result: almost 30 training spaces held in a month, ensuring a simple, secure migration. Workers also adopted Google Workspace easily and excitedly and entered into a stage of highly collaborative work.

The second step of the implementation was marked by the need to keep every employee informed during the pandemic. To achieve this, SanCor Salud quickly implemented Calendar and Meet for virtual meetings.

“Every team is using Calendar now. We can see everyone’s working hours and availability. The platform’s simple and highly intuitive approach to scheduling and creating meetings in Meet is essential.”

Martin Beltramone, head of Infrastructure and Technology, SanCor Salud

Esteban Pairola, head of Advertising at SanCor Salud, acknowledges that using Google Workspace is like “getting everyone to speak the same language.” He also highlighted Forms as another tool that makes his job easier, because it allows to conduct surveys over large numbers of people easily and quickly.

Google Workspace and SanCor: Amazing and simple

One of SanCor Salud’s greatest challenges was migrating its 100 communities, data reservoirs used by various areas in the company. In order to have a single communication channel and information sharing space, SanCor Salud started migrating files to Drive and took the first steps to create internal Sites for the areas.

The internal communications department has already created its first site, Sumergite, where it shares information among various work teams, with an average open rate of 73%, exceeding the metrics for the newsletters they used to send. This tool not only reduced tasks, because they no longer need to send weekly newsletters by email, but also established a more fluid communication channel with work teams.

“We have decided to upload information to the site and make data sharing more agile, instead of sending 10 or 20 emails every week,” says Natalia Bolatti, a communications analyst.

SanCor Salud has around 800 fully-mobile sales consultants. The company understood that each of them needed to feel part of the cultural change. The implementation of Google Workspace solutions is driving them to adopt the tools because they fully support mobile devices. “The device is no longer a variable,” Martín Beltramone explains.

Going forward, SanCor Salud wants to ensure full adoption of Google Workspace solutions for all its work teams and deepen its cultural and digital change. Collaborative work has become the foundations for its workers’ professional development, service quality and the experiences they provide to every member.

“When we talk about collaborative work, our new culture at SanCor Salud, we’re speaking in a different way. That’s how we’re building this new narrative under the slogan Amazing and Simple.”

Natalia Bolatti, communications analyst.

Tell us your challenge. We're here to help.

Contact us

About Sancor Salud

Health insurance company SanCor was established 47 years ago to provide society with quality healthcare through 500 centers across Argentina.

Location: Argentina

About Meriti

As Google partner, Meriti helps companies migrate to the cloud and build robust digital transformation frameworks that provide users with theoretical foundations and good practices.

*Google Workspace was formerly known as G Suite prior to Oct. 6, 2020.