Case Study: Interconexión Eléctrica S.A. achieves stronger leadership–employee communication and improved customer service with SAP SuccessFactors

How Can Better Communication Between Leadership and Employees Improve Customer Service

Interconexión Eléctrica S.A. (ISA), a Latin American utilities and infrastructure group connecting millions of customers, needed to transform its HR model to strengthen leadership development, enable continuous performance management, and improve communication between leaders and employees to boost customer service. To address this, ISA partnered with SAP SuccessFactors, deploying SAP SuccessFactors Performance & Goals and the SAP Preferred Success plan.

SAP SuccessFactors provided a customer success manager, success checks, and tools from the SAP Preferred Success plan to implement continuous performance management—fine‑tuning settings, roles, mobile access, and HR configurations. The engagement accelerated go‑to‑market, optimized the employee experience (with success checks provided at no extra cost), improved leadership–employee communication, and delivered greater value for ISA and its customers while streamlining HR processes across the company.

Interconexión Eléctrica S.A

Carlos Eduardo Triviño M.

Director of IT