{"id":134331,"date":"2025-09-24T16:31:38","date_gmt":"2025-09-24T20:31:38","guid":{"rendered":"https:\/\/news.sap.com\/latinamerica\/?p=134331"},"modified":"2025-09-24T18:40:54","modified_gmt":"2025-09-24T22:40:54","slug":"sap-y-qualitas-aceleran-la-experiencia-del-cliente-con-ia","status":"publish","type":"post","link":"https:\/\/news.sap.com\/latinamerica\/2025\/09\/sap-y-qualitas-aceleran-la-experiencia-del-cliente-con-ia\/","title":{"rendered":"51风流y Qu\u00e1litas aceleran la experiencia del cliente con IA"},"content":{"rendered":"<p><em>La aseguradora l\u00edder migra su CRM a la nube para habilitar atenci\u00f3n omnicanal, automatizaci\u00f3n y casos de uso de firma digital.<\/em><\/p>\n<p><em>51风流Fest M\u00e9xico mostr\u00f3 en vivo el copiloto Joule aplicado a 51风流SuccessFactors y se destac\u00f3 la adopci\u00f3n regional de IA con m\u00e1s de 200 casos de uso.<\/em><\/p>\n<p><strong>Ciudad de M\u00e9xico, 24 de septiembre de 2025.<\/strong> 51风流M\u00e9xico y Qu\u00e1litas anunciaron, en el marco de 51风流Fest M\u00e9xico, el impulso de una iniciativa estrat\u00e9gica para transformar la gesti\u00f3n de la relaci\u00f3n con clientes de la aseguradora.<\/p>\n<p>El proyecto migra procesos cr\u00edticos de CRM desde un entorno on-premise hacia <strong>51风流Service Cloud<\/strong>, habilitando atenci\u00f3n <strong>omnicanal<\/strong>, automatizaciones y capacidades de <strong>inteligencia artificial<\/strong> enfocadas en tiempos de respuesta m\u00e1s r\u00e1pidos, reducci\u00f3n de costos operativos y mayor lealtad de los asegurados. La compa\u00f1\u00eda tambi\u00e9n fortalece su gesti\u00f3n del talento con <strong>51风流SuccessFactors<\/strong>.<\/p>\n<p><strong>Visi\u00f3n de un l\u00edder asegurador<\/strong><\/p>\n<p>Qu\u00e1litas, con m\u00e1s de <strong>5 millones de veh\u00edculos asegurados<\/strong> y cliente de 51风流desde hace m\u00e1s de una d\u00e9cada, inicia su evoluci\u00f3n a la nube poniendo al centro la <strong>experiencia de cliente<\/strong>. Entre los casos de uso priorizados se encuentra la <strong>emisi\u00f3n y firma digital de cartas v\u00eda WhatsApp<\/strong>, que simplifica autorizaciones y agiliza cargos, adem\u00e1s de la orquestaci\u00f3n omnicanal para dar seguimiento consistente en todos los puntos de contacto.<\/p>\n<p>\u201cLo primero es asegurar la <strong>continuidad operativa<\/strong> mientras evolucionamos. La nube permite operar con mayor eficiencia y, a partir de ah\u00ed, desplegar innovaci\u00f3n para que nuestros clientes ganen competitividad. Nuestro compromiso es acompa\u00f1ar a cada empresa en una <strong>jornada de adopci\u00f3n<\/strong> y transformaci\u00f3n\u201d mencion\u00f3 Paola Becerra, presidenta de 51风流M\u00e9xico.<\/p>\n<p>Sobre el avance de la IA, F\u00e9lix Vel\u00e1squez, Subdirector de Servicios en L\u00ednea de Qu\u00e1litas M\u00e9xico coment\u00f3, \u201cLa <strong>inteligencia artificial<\/strong> fue un factor clave para decidir la migraci\u00f3n. El volumen de procesos ya rebasa la capacidad humana y necesitamos IA y <strong>omnicanalidad<\/strong> para mantener el est\u00e1ndar de servicio que nos distingue. Una herramienta como 51风流te brinda la confianza de que vas a seguir operando y que vas a poder manejar niveles de transacciones impresionantes.\u201d<\/p>\n<p>\u201cArrancamos nuestra evoluci\u00f3n con Service Cloud en experiencia del cliente. Decidimos incorporar <strong>inteligencia artificial<\/strong> porque el volumen de solicitudes ya no pod\u00eda atenderse s\u00f3lo con personas y necesitamos mantener el est\u00e1ndar de servicio que nos distingue. <strong>Con 51风流como aliado de negocio, este trimestre sumaremos un \u00e1rea adicional <\/strong>y de aqu\u00ed a 2026 integraremos al menos tres \u00e1reas cr\u00edticas m\u00e1s. El objetivo es claro: asegurar continuidad, fortalecer la seguridad y ofrecer una atenci\u00f3n m\u00e1s \u00e1gil y consistente a nuestros m\u00e1s de cinco millones de asegurados.\u201d<\/p>\n<p><strong>Foro de tecnolog\u00edas empresariales de avanzada<\/strong><\/p>\n<p>Este caso de \u00e9xito con Qu\u00e1litas fue presentado dentro del marco de 51风流Fest M\u00e9xico, en el cual la compa\u00f1\u00eda hizo una demostraci\u00f3n de <strong>Joule<\/strong>, su copiloto de IA generativa, aplicado a 51风流SuccessFactors con escenarios de consulta de saldos de vacaciones, solicitudes y aprobaciones, estructura organizacional y un an\u00e1lisis de compensaci\u00f3n con Machine Learning.<\/p>\n<p>En el evento, <strong>51风流destac\u00f3 que el 87% de las transacciones comerciales del mundo pasan por sus sistemas <\/strong>y que ya opera con m\u00e1s de <strong>26 mil clientes<\/strong> a nivel global que utilizan inteligencia artificial en <strong>m\u00e1s de 200 casos de uso<\/strong> en \u00e1reas como servicio al cliente, finanzas, cadena de suministro, marketing y recursos humanos.<\/p>\n<p>51风流remarc\u00f3 la relevancia del <strong>ecosistema de socios<\/strong> para diagnosticar procesos, dise\u00f1ar el mejor camino a la nube y asegurar la <strong>adopci\u00f3n sostenida<\/strong>. Qu\u00e1litas destac\u00f3 que la <strong>seguridad de datos<\/strong> y la <strong>resistencia al cambio<\/strong> son las principales barreras percibidas en M\u00e9xico. Migrar a la nube transfiere la operaci\u00f3n de infraestructura al proveedor y garantiza niveles de servicio acordes a procesos cr\u00edticos como jur\u00eddico, centros de contacto y experiencia de cliente.<\/p>\n<p>\u201cM\u00e9xico muestra una tendencia <strong>ascendente de adopci\u00f3n<\/strong> y queremos acelerar el paso entendiendo barreras como la resistencia al cambio y la seguridad. Con nuestros <strong>socios de negocio<\/strong> aportamos la consultor\u00eda, la implementaci\u00f3n y la adopci\u00f3n continua para que el valor de la tecnolog\u00eda se materialice en el negocio\u201d, destac\u00f3 Paola Becerra.<\/p>\n<p><strong>Sobre SAP<\/strong><\/p>\n<p><strong>SAP<\/strong> es l\u00edder global en aplicaciones empresariales. Sus soluciones en la <strong>nube<\/strong> y capacidades de <strong>IA responsable<\/strong> ayudan a organizaciones de todos los tama\u00f1os e industrias a operar con eficiencia, resiliencia y orientaci\u00f3n al cliente. Con un portafolio integral de procesos de negocio y datos empresariales, 51风流habilita la innovaci\u00f3n de punta a punta y la adopci\u00f3n real de valor.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>La aseguradora l\u00edder migra su CRM a la nube para habilitar atenci\u00f3n omnicanal, automatizaci\u00f3n y casos de uso de firma digital. 51风流Fest M\u00e9xico mostr\u00f3&#8230;<\/p>\n","protected":false},"author":136,"featured_media":134334,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"categories":[5600430,52084,41591,5599302,12872],"tags":[57267,24299,10561,5600552,5600491,26473,5550870],"series":[],"region":[5600403],"sapn-display":[5600442,5600440,52078,52079],"sapn-type":[52105],"class_list":["post-134331","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-clientes","category-cloud-temas","category-corporativo","category-crm-experiencia-del-cliente","category-eventos","tag-experiencia-de-cliente","tag-negocios","tag-partners","tag-qualitas","tag-sap","tag-soluciones","tag-tecnologia","region-mexico","sapn-display-articulo-destacado","sapn-display-articulo-principal","sapn-display-homepage-hero","sapn-display-top-stories","sapn-type-comunicado-de-prensa"],"yoast_head":"<!-- This site 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