This is how we migrated the consulting and pension procedures process to the digital channel
About the client
It is a Financial Services Company, and Pension and Severance Fund Administrator created as an AFP (pension fund administrator) on August 12, 1991. It focuses on individual savings, fulfilling its purpose of helping millions of Colombians realize their dreams.
It has 8.8 million customers, almost 17% of the Colombian population, and a 35.8% share among private AFPs related to mandatory pensions. Currently, Protección manages resources for more than COP 150 billion. Of its customers, 77,000 are already pensioners.
What was the challenge?
Ensure that users ten years away from receiving their mandatory pension or in the process of obtaining a disability or survivor’s pension can learn about the pension procedure from the comfort of their home or anywhere.
Our Outcome
customers impacted.
in pension processing.
From the comfort of home, users can learn about the pension procedure; with the information found on this site, members can make intelligent decisions about the scheme change.
An operating and service model was implemented to benefit members.
How we did it?
Together with Protección, we developed the Pension Zone, a space with self-management tools, enabling new functionalities to virtualize more services per user with easy, safe, and personalized support. Users can find a guide with all the information on mandatory pensions, schemes, types, how to retire, defined allowances, and more.
The Pension Zone of the AFP Protección is divided into four sections:
In this space, there is a video and interactive information to explain the types of schemes, what kinds of pensions exist, and what myths and truths exist around pensions.
This section highlights the importance of double consulting. It informs the process before changing schemes since it is a final decision for users who are about to receive their pension. The user can watch four short videos in which the president of Protección explains what private and public funds are, what double consulting is, the maximum age at which double consulting should be received, and what is needed to retire.
To be transparent with the public, we created a step-by-step with 5 phases explaining each procedure that must be performed to retire.
In this space, there is a video and interactive information to explain the types of schemes, what kinds of pensions exist, and what myths and truths exist around pensions.
Roles
Frontend Developers
Backend Developers
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