Case Study: EfectivoSí achieves 98% NPS and audit-ready service management with InvGate

How financial company EfectivoSí improved their NPS indicators with an audit-ready service structure with InvGate

EfectivoSí is a leading financial company in Argentina serving more than 400,000 customers, focused on the unbanked segment. Facing strict Central Bank regulations, continuous audits, and the need for 24/7 uptime and strong security controls, EfectivoSí struggled to adopt an internal management tool and relied heavily on e-mail and phone support until 2018, when they engaged InvGate to implement InvGate Service Management along with help desk and asset management solutions.

InvGate delivered a tailored Service Management implementation—custom workflows, approval processes, form design, segmented access and integrated asset tracking—making the environment audit-ready and easy to use. The result was rapid adoption across the organization: 70 agents, 22 help desks serving 800+ users, more than 99% of requests via self-service, and a 98% NPS, giving EfectivoSí the visibility and metrics needed for compliance and continual improvement with InvGate.

EfectivoSí

Eduardo Ocampo

IT Production Manager