Content
Client
Tecniseguros S.A. - Ecuador
Methodology
HEART Framework (Happiness, Engagement, Adoption, Retention, Task success)
Executive Summary: From "Survey" to "Action"
Tecniseguros transformed its customer service model from passive opinion collection to an active "Close the Loop" system. Using the HugeX infrastructure, they implemented Compass CX, a platform that not only measures satisfaction (NPS) but automatically converts a negative rating into a priority support ticket, ensuring no bad experience goes unresolved.
The Challenge: The Silence of Data
The insurance sector suffers from a critical disconnect: companies collect feedback but take too long to act on it. Tecniseguros faced the challenge of capturing and interpreting the Voice of the Customer (VoC) across multiple disconnected channels.
UX Pain
The lack of a centralized tool prevented identifying detractors in real-time.
Business Risk
The inability to react immediately to a bad experience increased Churn rate and decreased Customer Lifetime Value (LTV).
The Solution: HugeX Architecture for CX
We designed an experience based on the HEART framework, supported by our three-layer architecture:
1. Implementation Fabric (Omnichannel Interaction)
Channel Linking and "Close the Loop" Flows
The fabric layer acts as the nervous system connecting customer touchpoints with internal operations.
Frictionless Collection
REST API integration to trigger feedback requests via Email, SMS, WhatsApp, or QR codes right after a key event (e.g., claim report) from the client's ERP.
Ticket Automation
If a customer rates poorly (Detractor), HugeX Fabric automatically triggers a flow creating an urgent support ticket, assigning it to the responsible area to "close the loop" before the customer leaves.
2. Trust Custody (Data Truth)
Analytical Engine and Sensitive Information Security
In insurance, privacy is law. We use this layer to ensure the integrity of the Voice of the Customer.
Data Centralization
Use of Cloudflare D1 and Google BigQuery to store structured (ratings) and unstructured (text comments) data securely and scalably.
Robust Authentication
Identity management ensuring only authorized personnel access sensitive insured data.
3. Performance Nodes (Visualization and Decision)
UX for Executive Decision Making
User experience is not just for the end customer, but for the executive who needs to see the company's "pulse".
Real-Time Dashboard
Implementation of a connected frontend allowing visualization of critical metrics (NPS, CES, CSAT) in real-time, not in static monthly reports.
Analytical Engine
Data processing to identify pain patterns. The system doesn't just say "NPS went down", but allows digging into the "why" through trend analysis.
Impact Results (Defined in Explore & Extract Stage)
Total Journey Visibility
Complete mapping and parameterization of customer interaction points, eliminating service blind spots.
Immediate Reactivity
Transformation of the service model from "Late Reactive" to "Real-Time Proactive".
Project Valuation
An implementation validating trust in a high-level Enterprise solution.
"Compass CX is not a survey tool; it's a retention radar. With HugeX infrastructure, we managed to get an unsatisfied customer's data from their phone to the service director's screen in milliseconds, allowing us to turn a complaint into a loyalty opportunity."— Strategic Vision of the Compass CX / Tecniseguros Project