Client: PROFECO - the agency in charge of protecting consumer rights and ensuring compliance with consumer focused business regulations in Mexico.
Problem: PROFECO lacked an integral information and process system that effectively connected its offices which resulted in inefficient processes and customer services.
Ergo’s Solution: From 2002 to 2005 The Ergo Group advised PROFECO in the conception, design and implementation of the first ever integrated, agency-wide Citizen Relationship Management System (an Oracle based system entitled SIIP). The services included the security of the system, trials, trial appeals, and business intelligence, among others.
Results: The information technology system linked together the agency's 60 plus offices in Mexico. It delivers real time service to consumers that visit these offices or call the national Consumer Hotline.
Ergo’s solution not only significantly boosted PROFECO’s efficiency, but also in September 2006, PROFECO was awarded the prestigious Innova Award for government innovation for its implementation of SIIP.