Our client, a pension fund administrator (AFP), faced the need to undertake an operational transformation to reduce its branch expenses in a context of low support for the pension system and uncertainty regarding new regulations.
At SummaPartners, we conducted a thorough diagnosis of the operational model and identified opportunities for efficiency and increased productivity, focusing primarily on administrative staff, sales, branches, and other key aspects.
We collaborated with multiple teams in designing various solutions, ranging from the creation of a new remote service channel to the closure of branches, including adjustments to services offered in person, optimization of the flow of in-person services, process improvements, organizational adjustments in branches, and the design of a results improvement plan.
Finally, we defined a three-phase implementation plan, detailing the main milestones, timelines, responsible parties, and enablers of the redesign. This approach allowed our client to capture efficiencies equivalent to approximately 20% of its branch expenses within 12 months.
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