Case Study: BBVA Prevision AFP achieves faster technical support and reduced system downtime with ProcessMaker

BBVA Prevision AFP - Customer Case Study

BBVA Prevision AFP, the leading pension fund provider in Bolivia and a subsidiary of BBVA, manages over 600,000 customers and roughly US $2 billion in savings. With about 300 internal users, employees faced slow, paper-based technical support: trivial issues were escalated unnecessarily to the technical department, tickets moved physically, and problems often went unresolved for long periods, disrupting operations.

ProcessMaker implemented a digital Technical Assistance Request process that lets employees open cases, enables local managers to triage issues, assigns cases and deadlines to specific technicians, and enforces escalation notifications if deadlines are missed. The result: faster resolution and reduced system downtime, fewer bureaucratic steps and paper transfers, and improved managerial oversight and efficiency.

BBVA Prevision AFP