Case studies

Principal

Principal Afore and Principal Pensions are two of Principal Mexico' subsidiaries that manage, respectively, Afores (retirement funds), and insurances/pensions. Due to the complexity of the way each division registers its customers, it is vitally important to track and monitor the process customers must follow when they ask to be affiliated or when they want a service done.

In the case of Principal Afore, the work team had a tool to register possible affiliations, as well as to track down the status of documents delivered by customers and the activities of responsible users. However, this tool only worked at a local level, and did not cover the full affiliation process; therefore, it wouldn't allow the proper tracking of personnel activities. So Isocraft was asked to develop an application that would give Principal full control over the whole registration process.

As to Principal Insurances and Principal Pensions, they didn't have an application to serve the customer's attention needs, so this process was handled manually and only at a local level. This made customer tracking almost impossible, because there was no centralized database where responsible people could consult relevant data.

In both cases, Afore on one side and Insurances and Pensions on the other, we analyzed the different processes followed when registering, tracking and evaluating customers, and we identified the different responsibilites each person had. Due to the process complexity, we suggested two applications needed to be developed to achieve the same objectives though focused on different organizations.

In order to attend the requirements posed by each division, an analysis of content architecture was carried out , focusing in the design of a structure of information and an interface that would cover the process' activities and optimized the time needed to achieve those activities. Likewise, we designed for each application a data model that complied at once with both the security and the information flow needs.

As a result we delivered two applications, one for each division, and in these tools the proper users can register and consult applications, track each step of each process, log each person's activities, flag the relevant activities in the contracting process, and generate detailed operation reports.