In an insurance market shaped by digital transformation, brokerages need to combine agility, efficiency, and customer proximity. PuntoSeguro, a digital insurance brokerage, was founded with the goal of offering a 100% online service that is fast and secure.
However, rapid growth brought a major challenge: expanding the team without losing service quality or compromising productivity. This success story shows how, together with Xternus, the company managed to optimize processes, reduce staff turnover, and maintain its position as a benchmark in the sector.
Team Strengthening and Slow Documentation
PuntoSeguro faced a common challenge in insurance digital transformation: scaling operations without compromising quality. High staff turnover made continuity difficult, and the management of policies and documentation became slower. Additionally, it was necessary to reinforce the team during the evening shift to ensure customer service in a context of accelerated growth.
Precise Coverage and Strategic Improvements
Xternus responded in less than a month, onboarding and training two junior administrative staff members on a part-time basis. This immediate coverage ensured accuracy in daily tasks while driving strategic improvements in work organization.
Among these was the introduction of Trello as an information management tool, which provided visibility, order, and efficiency to internal processes. This process optimization not only solved the initial challenge but also laid the foundation for sustainable growth.