Case Study: Invex Bank achieves 90% faster call center response with ProcessMaker

Invex Bank improves call center response time by 90% after implementing ProcessMaker to handle workflows and data transfer.

Invex Bank, a mid-sized Mexican bank focused on credit card management, faced slow, fragmented operations driven by a legacy mainframe (“Total System”) and multiple satellite applications. The platform made reporting and data access difficult, produced non‑structured event data, required extensive call-center training, and led to long customer response times and operational inefficiencies.

Tecnoimplanta implemented ProcessMaker to integrate systems, automate workflows and provide web services and a centralized database, consolidating all call‑center applications on one user‑friendly platform. As a result, response time fell from 30 to 3 minutes (a 90% improvement), Invex saved an estimated 3,000 hours and $100,000 annually, gained manager visibility and cross‑platform collaboration, reduced training and human errors, and improved document management and compliance.

INVEX Bank