Case Study: Insignia Life reduces response times and improves SLA performance with Bonitasoft

Bonita drastically reduces customer response time and improves SLA indicators

Insignia Life, a leading Mexican life insurance company, was facing major operational challenges, including slow customer response times, no real-time monitoring of work orders, and difficulty meeting SLA targets. To address these issues, the company turned to Bonitasoft and its Bonita platform to improve service quality and operational efficiency.

Bonitasoft reengineered 14 processes across Insignia Life’s operations, using Bonita as the central orchestration engine for core systems, mobile apps, web portals, services, and business intelligence. The results were significant: customer response time dropped from 5 days to 1 day, claims processing was reduced from 3 weeks to 72 hours, SLA targets began being met consistently, monthly work order capacity grew from 900 to 3,700, and 6 key processes were optimized.

Insignia Life

Hagen Fritz

Insignia Life